Thursday, July 17, 2008

The service factor just became a whole lot more important

As the economy continues to struggle forward I was reminded today on two occasions how easy it is for a company to lose customers through poor service. The first came when a technician came to 'fix' our washing machine at home which is all of six months old. He left after an hour saying he needed a part to be shipped and would return in 10 days!!! Now he could have handled this well but he laughed when asked if he could perhaps come back sooner given we have three young kids and rather need a machine. So lesson one here was don't buy a Whirlpool Duet washing machine and expect it to last and lesson number two was you can expect lousy service when it does break.

My second encounter with poor service was with WalMart. I want to buy my son a Star Wars chess set. Searching online I noticed WalMart has them in 'Limited stores' but not online (odd I know). I called our local store with the WalMart product number in hand. First they put me through to Toys where the first person I talked to had no clue what I was talking about. The second person said I needed to talk to customer service and that he'd put me through. After three rings the line went dead and I was cut off... I called back and asked for customer service. This time the lady asked me for the product number (she actually did this twice) and then put me on hold for twenty minutes, after which I hung up and gave up. My son will have to wait I decided.

In both cases I could have come away feeling people were doing their best and I would have been OK with the outcome. Yet in both cases I encountered people that never once put themselves in the shoes of the customer. Doing this in times when the economy is doing well isn't good but you may survive. Doing this when times are tough is asking for trouble. Customers will walk away and never come back. For PROs this is something to consider. You will quite often be dealing with less than good news in the next year BUT you can make the experience of dealing with that news a whole lot better if you for a moment put yourself in the shoes of the person you are dealing with and imagine how they may react. Think customer service.

13 comments:

Anonymous said...

You are right - great service is the key differentiator. But great service will only be delivered by motivated people who are treated with respect and get payed a decent salary. Wal Mart is not specifically famous for that. At least in Europe. Respect is the key to good service and it starts at the very top of any company.

Anonymous said...

酒店上班

酒店兼職

台北酒店

打工兼差

酒店工作

酒店經紀

禮服店

酒店兼差

酒店打工

酒店PT

酒店正職

酒店賺錢

酒店日領

Anonymous said...

advanced pc tweaker -
apple patch diet -
art of approaching -
auction inspector -
av advance -
build a nice store -
burnthefat -
burn the fat -
carb rotation diet -
catch spouse cheating -
chikara reiki do -
combat the fat -
conversationalhypnosis -
conversational hypnosis -
copy that game -
cure gout now -
dl guard -
dog training online -
driver checker -
driver robot -
drop shipping wholesalers -
earth4energy -
earth 4 energy -
easy backup wizard -
eatstopeat -
eat stop eat -
error fix -
error killer -
error smart -
evidence eraser -
evidence nuker -
ex girlfriend guru -
fatburningfurnace -
fat burning furnace -

Anonymous said...

fatloss4idiots -
fat loss 4 idiots -
final uninstaller -
fitnessmodelprogram -
fitness model program -
fit yummy yummy -
flattenyourabs -
flatten your abs -
flat to fab -
forex grid bot -
get google ads free -
get paid to draw -
get this off my chest now -
governmentregistry -
government registry -
heartburn no more -
homemadeenergy -
home made energy -
honest riches -
learn photoshop now -
linden method -
malware removal bot -
marketing on the fringe -
maternityacupressure -
maternity acupressure -
meet your sweet -
musclegainingsecrets -
muscle gaining secrets -
my online income system -
negative calorie diet -
no adware -
one minute cure -
one week marketing -
online pickup secrets -

Anonymous said...

partenon -
pc on point -
perfect optimizer -
perfect uninstaller -
pick the gender of your baby -
power cash secret -
profit lance -
publicrecordspro -
public records pro -
push button marketer -
quit smoking today -
registry easy -
registry easy download -
registry fix -
registry winner download -
reverse mobile -
reverse phone detective -
richard mackenzie direct -
rocket spanish -
rss power plus -
sem business blueprint -
silent sales machine -
spam bully -
sports betting champ -
spyware cease -
spyware nuker -
spyware remover -
starting a day care center -
the bad breath report -
the cb code -
thedietsolutionprogram -
the diet solution program -
the super mind evolution system -
traffic travis -

Anonymous said...

truth about abs -
turbulencetraining -
turbulence training -
twitter affiliate cash -
twitter decoded -
video piggy -
video web wizard -
vincedelmontefitness -
vince del monte fitness -
warp speed fat loss -
wedding speech 4u -
windo fix -
your bill killer -
you will get paid -
zygor guides -
20 day persuasion -
advanced pc tweaker -
adware bot -
affiliate naire -
apple patch diet -
article submitter -
art of approaching -
burnthefat -
burn the fat -
carb rotation diet -
cold sore freedom in 3 days -
conversationalhypnosis -
conversational hypnosis -
copy that game -
cure for bruxism -
cure hemorrhoids -
cyber link pro -
dl guard -
driver checker -

Anonymous said...

driver robot -
drop shipping wholesalers -
earth4energy -
earth 4 energy -
easy backup wizard -
easy click mate -
easy photo biz -
eatstopeat -
eat stop eat -
epinoisis -
error fix -
error killer -
error smart -
evidence nuker -
fap turbo -
fatburningfurnace -
fat burning furnace -
fatloss4idiots -
fat loss 4 idiots -
final uninstaller -
fitnessmodelprogram -
fitness model program -
fit yummy yummy -
flattenyourabs -
flatten your abs -
flat to fab -
governmentregistry -
government registry -
heartburn no more -
hippo jaw -
homemadeenergy -
home made energy -
honest riches -
hot video squeeze templates -

Anonymous said...

instant website creation -
jump manual -
keyword research pro -
linden method -
malware removal bot -
maternityacupressure -
maternity acupressure -
meet your sweet -
micro niche finder -
musclegainingsecrets -
muscle gaining secrets -
muscle gain truth -
my traffic strategy -
nasty dirty money -
negative calorie diet -
no adware -
pc optimizer pro -
perfect uninstaller -
pergola plans -
pick the gender of your bady -
plr ebook club -
pregnancy without pounds -
profit lance -
publicrecordspro -
public records pro -
questions for couples -
quit smoking today -
ready made review sites -
reg genie -
registry easy -
registry easy download -
registry winner -
registry winner download -
retrievea lover -

Anonymous said...

instant website creation -
jump manual -
keyword research pro -
linden method -
malware removal bot -
maternityacupressure -
maternity acupressure -
meet your sweet -
micro niche finder -
musclegainingsecrets -
muscle gaining secrets -
muscle gain truth -
my traffic strategy -
nasty dirty money -
negative calorie diet -
no adware -
pc optimizer pro -
perfect uninstaller -
pergola plans -
pick the gender of your bady -
plr ebook club -
pregnancy without pounds -
profit lance -
publicrecordspro -
public records pro -
questions for couples -
quit smoking today -
ready made review sites -
reg genie -
registry easy -
registry easy download -
registry winner -
registry winner download -
retrievea lover -

Anonymous said...

reverse mobile -
richard mackenzie direct -
rocket italian -
rocket spanish -
roulette sniper -
rss ground -
secret affiliate weapon -
secrets book -
spam bully -
spyware cease -
spyware nuker -
spyware remover -
spy zooka -
starting a day care center -
tattoo fever -
team idemise -
the bad breath report -
the cb code -
thedietsolutionprogram -
the diet solution program -
the rich jerk -
the super mind evolution system -
turbulencetraining -
turbulence training -
vincedelmontefitness -
vince del monte fitness -
warp speed fat loss -
wedding speech 4u -
windo fix -
wrap candy -
zygor guides -
7day ebook -
360 fix kit -
advanced pc tweaker -

Anonymous said...

reverse mobile -
richard mackenzie direct -
rocket italian -
rocket spanish -
roulette sniper -
rss ground -
secret affiliate weapon -
secrets book -
spam bully -
spyware cease -
spyware nuker -
spyware remover -
spy zooka -
starting a day care center -
tattoo fever -
team idemise -
the bad breath report -
the cb code -
thedietsolutionprogram -
the diet solution program -
the rich jerk -
the super mind evolution system -
turbulencetraining -
turbulence training -
vincedelmontefitness -
vince del monte fitness -
warp speed fat loss -
wedding speech 4u -
windo fix -
wrap candy -
zygor guides -
7day ebook -
360 fix kit -
advanced pc tweaker -

Anonymous said...

adware bot -
affiliate naire -
art of approaching -
beating adwords -
believe and manifest -
blogging in action -
body building revealed -
burthefat -
burn the fat -
carb rotation diet -
cheat your way thin -
cold sore freedom in 3 days -
conversationalhypnosis -
conversational hypnosis -
convert 2 ev -
cure for bruxism -
cure hemorrhoids -
digi cam cash -
digital media solution -
dl guard -
driver checker -
earth4energy -
earth 4 energy -
easy backup wizard -
easy member pro -
easy tv soft -
eatstopeat -
eat stop eat -
error fix -
error killer -
evidence nuker -
fap turbo -
fatburningfurnace -
fat burning furnace -

Anonymous said...

fatloss4idiots -
fat loss 4 idiots -
final uninstaller -
fitnessmodelprogram -
fitness model program -
flatten your abs -
gamers testing ground -
gov auction -
governmentregistry -
government registry -
gov records -
herbal hair solution -
homebre ware -
home job group -
homemadeenergy -
home made energy -
inteli gator -
joanas world -
joyful tomato -
kidney stone remedy -
learn digital photography now -
learn elements now -
linden method -
lose man boobs -
malware removal bot -
maternityacupressure -
maternity acupressure -
meet your sweet -
muscle gaining secrets -
muscle gain truth -
niche adsense themes -
ninety day powerseller -
pc optimizer pro -
pregnancy miracle -