About a month ago, I had the unfortunate experience of dropping my computer and cracking the screen. And fortunately, I purchased not only the hardware warranty, but also the damage warranty.

So I contacted the company, expecting a long wait on hold, an arduous verification process, delays, disconnections, re-verification multiple times, etc. We’ve all been there. So you can imagine how delighted I was that none of this happened.

I made the call, spoke to a real person who CORRECTLY forwarded me to the right department, where I spoke to another real person. I explained my situation, gave my information and the rep informed me that they would send a pre-addressed box for me to ship my computer to them. He then explained the process, time frames, what they needed from me and what to expect from them.

To my amazement, everything they told me came to pass just as promised, when they promised it. I couldn’t believe it. The way they handled the entire claim is still memorable to me.

So what did they do that made them so good? And what can we replicate to make our service memorable?

First, they were clear about what to expect. They explained the steps, the time frames—everything I needed to know.

Second, they actually did what they said. Why would that be memorable? Consistent follow through seems to be in short supply these days.

Third, they communicated along the way. I received emails indicating what has occurred (they received my computer) and what would happen next (notified in 2-5 days). They were actually executing the procedures they promised.

Breaking it down like this doesn’t seem like it was anything special. And it really wasn’t. It was just a company who cared about my experience with them. And if you do those same things well, you will be memorable to your clients.