Page 192 - The Apple Experience

impact for the customer. It could be Grandma’s quilt or a child’s first soccer
uniform. One piece is often more important than anything else. Once the

driver knows this, the goose-bump moment is teed up. The team will work

extra hard to repair that one piece and return it quickly. The stories that

resulted from these goose-bump moments can really give you, well, goose

bumps. Here are just a few:

 An army officer had been deployed to Iraq, and before he left, his friends
threw him a party. They all signed a shirt for him, a shirt that was damaged

in a house fire. A FRSTeam driver learned about the special memories it
held for the family and made sure the shirt was restored to like-new

condition. But there was one more thing. … FRSTeam put the shirt in a
nice memorabilia display before returning it to the family.

 Mr. Graham’s sixteen-year-old son thought he had lost his favorite item in a

house fire—a St. Louis Cardinals jersey signed by a dozen players. Instead of
putting the item through machines, FRSTeam employees worked through

the night, hand-cleaning the jersey. The next morning the driver pulled up
to where the family was staying and handed the completely restored jersey to

the wide-eyed boy.

 Mrs. Merz was distraught because a Winnie the Pooh stuffed animal had
been so badly damaged in a fire; it looked as though she would have to

discard it. She wanted her own baby to have it. The driver made a note of
the emotional attachment she had to the teddy bear. Employees cleaned it

first so Mrs. Merz’s baby could sleep with it the same night. Mrs. Merz
cried when it was returned and even sent the franchisee a photo of the child

holding the teddy bear.

These goose bump moments are now a part of the FRSTeam culture.

They happen every day. But it starts by asking the question, “What can we

do to create a wow moment for our customers?” It also cannot happen if