The service was performed by the U.S. Postal Service, which gave me what I paid for nothing more, nothing less. In contrast, the service I received from Fred was amazing for many reasons, but the biggest reason was the relationship I had with Fred. It differed from the relationships I've had with any other postal carrier, before or since. As a matter of fact, Fred was probably the only postal carrier I felt I ever had a personal relationship with. It s easy to see why.
Indifferent people deliver impersonal service.
Service becomes personalized when a relationship exists between the provider and the customer. Fred took time to get to know me, and understand my needs and preferences. And then he used that information to provide better service than I had ever received before. Fred is proof that, in any job or business, relationship building is the most important objective because the quality of the relationship differentiates the quality of the product or service. Technology succeeds when it recognizes the human nature of its users.