Recently I was fortunate to meet Mr. Helford and hear him speak at an industry convention. I can sum up my reaction in one word:
Listening to him talk about building Viking from a $15 million to $1.5 billion (that’s right, with a b) business in only 15 years was truly inspirational. But it wasn’t the growth alone that inspired me, it was how they did it; with fanatical customer service. He told us of the 76% customer retention they achieved by training their customer service team to “Do what’s right, not what’s in the rules.” 76%! That’s really remarkable.
Mr. Helford, I can’t thank you enough for the inspiration. I’m already working on a “Do what seems right” customer service policy for BuyOnlineNow.