I got to thinking this past week about a strange set of circumstances. My husband, Jeff Wellman and his partners, Dixie Brown & Paul Counts, launched an internet marketing product and the response was so over the top that I was a bit perplexed. I mean…people were calling to say thank you for the customer service, people were amazed that he (the product owner), answered his own phone, people being shocked that he even put his own (real) phone number on the product page.
One caller was so taken aback that he laughed and said he had something all prepared to leave on a voice mail…and, when the phone was answered by the product owner…he didn’t know what to say; now that is kind of funny! The whole response, to this old fashioned way of doing business, was wonderful in an amazing sort of way…it got me thinking; are we so deprived of good customer service that when we experience it, we are flustered enough that we feel we must acknowledge it? 🙂
I am a big believer in saying thank you when the circumstances call for it…but, what was amazing was to hear the disbelief in the callers voices (and emails) when a real live, helpful person not only answered the call (or email); but, actually listen to their reasons for calling and, went out of their way to provide SERVICE to them. In fact, one of the callers even went so far as to say….while your product looks awesome, what really sold me on it…was the way that you, and your partners, responded to your customers!
So, I guess…i am not the only person in the world who really gets irritated by products and services that i have to wait on the phone, for what feels like forever, to speak to a real live person. Of course, that is after having punched in number after number, to get through to an automated answering service; only to be disappointed in the end, with the poor results.
Brick and mortar stores can learn alot from this illustration as well. Having the right kind of attitude, towards your customers, is important. Remember the days when people would say, “It’s been great doing business with you?” Customer service has all but become a thing of the past. In these difficult economic times; getting customers and keeping customers, can mean the difference between having a company and having a company fold up. Making sure that your employees have the right attitude towards the customer is crucial. We have all had experiences where we have all but been dismissed or abused as a potential customer; it doesn’t inspire much customer loyalty to that business or brand, does it?
If young people want to be successful in their careers…this is an important thing to remember; be professional and personal when communicating your desire to giving the customer the best service. That will wipe out your business competitors! When the customer is not happy; they don’t come back. Without customers, you dont have a business…simple…but true. What are your thoughts on good customer service? Do you have a story of poor customer service? How did it affect your future buying habits at that business?
Write where you are 
I believe that customer is dead. It’s so bad. When customer service is good, I make it my business to said Thank You”.
It’s take an act of god to talk to a customer service on the telephone, most of the you are dealing with a machine. Some of the store you go in, you cannot find a customer service person to help. For example every time I go into the Wart Mart not to far from where I live, I get really upset. Most of the time the people who are working there are just standing around talking, they do not have time to help you. I guess they do not know in the last fourteen months over two millions people had lost they job or do they care.
All is not lost, we have four different things under AT&T. I must say every time I talk to someone at AT&T, they are the most friendly people. It’s like AT&T put something in they water.(smile} I always thank then and tell then how good there customer service is, because I not used to it.
I just wish one day, that customer service come back.