The guy who said this lives 2 hours away from my home in Raleigh. His name is Link Melley and he is the President of Freedom Furniture and Electronics. Our car is old. So old, in fact, that it had a cassette player. My wife asked for a CD player instead and I turned to Link for help. He commented to me that, “yes, a CD is nice but what you really need is satellite radio.” Well, he must have caught me on a weak day because I said sure. They installed it and all worked fine, for three weeks. The family got hooked on it (they have a kids channel.) But, then it died. Actually it was one of those electron things that nobody could figure out. It kind of worked some of the time. We called tech support for several manufacturers who had components involved in the installation. No luck. I called Link and he was perplexed.

This was when he said he would send a tech to me, 2 hours away. I thought that was kind of over the top. After all, we had AM radio, FM radio, even the CD (my wife was happy), but no Sirius (Link was not happy). I figured I could make it to him sometime, but no. He was sending his best installer. The guy got here and installed 1 new of everything involved. It all works fine now. We are all happy (including Link).

Link tells me he is totally focused on customer service. His clients are primarily military and he takes good care of them. He wants them to feel welcome and he wants them to know he cares about them. I talked to the installer and he said Link often did this kind of thing for clients. Wow. How often do we hear about companies evading their obligations and here is Link going above and beyond?

No surprise his business is doing well. We can all take a lesson from him on this one. I felt good as a client and will certainly use him again. I hope all my clients feel the same way.

When is the last time you went out of your way to take care of a customer (or maybe an employee)? At the end of the day business is about people, how do you score on this critical dimension?

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