I’ll Gladly Pay You Tuesday For A Hamburger Today
There’s a lot to be said about customer service goodwill. The help and service you give today comes back over and over. The branding folks call it loyalty.
Over the last week, I’ve had a number of good/bad customer service experiences.
In searching for a brand name skin care product, I called the brand’s call center and was put off by the near hostility of the CSR when asked where I could find the product.
I usually have found it at CVS. The CVS call center was almost Disney-like in their commitment to help me find the product. Thank you, Amanda.
A few days later, my wife was having a bit of a time attaching a new bike rack to her car. A couple of local bike places did not want to help. But on a slow Sunday afternoon, I urged her to stop at a TREK store in a large shopping center nearby.
It only took ten minutes for the guy to come out and
show her how the straps attached. He was very matter-of-fact about it, but he earned a ton of goodwill from both of us.
I still vividly recall the employee of an office supply store who
shut me out 30 seconds beyond closing time after my printer
ran of ink. I’ve never been back.
One of the most viewed pages on this blog is the one about
satisfied and unsatisfied customers.
How do your customers feel about you?
Is there anything you can do about it?
–Thanks for reading… and sorry for the ”Wimpy” title ;-)