The world would be a better place with a few more Scott's!

Last night I attended the Lancaster University Management School Masterclass presented by Louis Fowler who gave an excellent presentation entitled Breaking the Mould and how to put customers at the heart of the decision making process. I could take much away from what she said and in fact will put somethings in place almost immediately, however there isn't anything quite like a practical demonstration to prove a point and it came from a very unlikely source - Logs, well LOGS DIRECT LIMITED.

I intended to write a piece about how amazing Louise had been and how she had inspired vast changes in the airline industry, all of which are true but I was interrupted by a phone call from my son to inform me that the delivery of logs had arrived and as the weather forecast was for rain, I left what I was doing and went to store what we could before the heavens opened. I should also explain that I like a deal and usually visit the woodyard to see what they have that is difficult to process, misshapen or otherwise unsuitable for their more discerning clients, and I am happy to do some of it myself (the boy scout in me still has a fascination for saws and axes). So I struck a deal for two crates of offcuts which were otherwise destined for the chipper, which would be delivered and tipped.

Upon my arrival home and I was astounded to see that the timber had all be processed and was bagged (four tonne bags), and was being carefully unloaded by the most courteous delivery driver, called Scott. Although Scott was last link in the chain and I am sure that all the staff at Logs Direct take a certain amount of pride in their work, his ability to create rapport with my son and myself almost instantaneously was just brilliant. He obviously knew what he was doing and made it look very simple, ensuring that the off loading was save and no damage was caused to either our driveway or ourselves in the process.

It was a simple interaction, and probably lasted no more than 10 minutes but what a Brand Ambassador and a credit to the company.

I could have arrived home to a pile of misshapen logs and several hours of work sawing and splitting the wood, and I more or less expected to do just that but something happened in the interactions between visiting the yard and the delivery which created the best customer experience that I have had in any transaction for a number of years, and it is magic!