I have invented new curse words.
I can’t share them here though. That’s because this blog is ‘professional’ (said with a sort of ‘Grey Poupon’ TV commercial style accent). More on that in a moment.
I do market research for a living. And I can tell you that one popular topic that companies like to research a lot — is customer service. Businesses want to know how you feel about, well, about them. Specifically, how polite and knowledgable their representatives are, how satisfied you are when they try to resolve issues and whether you will be a return customer. In some very rare cases, they also want to know the height of the tree that’s grown in your backyard during the span of time you sat patiently on hold waiting for an actual human being to come on the line. OK, maybe not the last one.
The point is, customer service can make or break a business.
I had my own little customer service stress session recently. It was with the company that designed my business website. I’ll make up a name so as to disguise the real identity of the company. For sensitivity sake, I will call this website company “Proceed Father”.
And let’s be clear. The team over at “Proceed Father” really cares about my total satisfaction. In fact, each of the three representatives I spoke with over the past month, tells me that at the beginning, in the middle and at the end of each phone call.
What I learned about big web design companies — at least ones based in Scottsdale, is that they are very, very busy people. I know because they always tell me. And that’s why they haven’t gotten to my issue yet. But they will! Just not now. Or tomorrow.
Look, it’s hard making everyone happy. I get it. Still, there are companies out there that model excellent customer service. They have much to teach the others.
This article outlines some of those lessons in bold ways that should get the attention of business owners and managers everywhere and maybe even force some meetings to discuss this important aspect of running a business. The article is from just about a year ago. I haven’t seen a 2013 update to it so the stats are probably a little off from current reality, but probably not by much. You’ll still get the picture.
Give it a read.
Here’s where you might expect me to ask you about your own customer service horror stories. Actually, I’d rather you share the experiences that impressed you. Share the ones that others can read and learn from. And thanks!