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May 01, 2008

Comments

K-Sea

I think a lot of bad customer service is a result of bad employees/poor employee training more than it is company policy. It is nice to see good things being said about CS, especially since I work for one of those companies mentioned.

Zach

This is one of the concepts of social media that is often overlooked: online word-of-mouth marketing can be used for brand advocates, just as easily as flaming.

It's pretty fair to say that if a company has bad service, you will be more likely to tell people than if they provide you good service. Mainly because we always hope to have good service... but I always say that winning an online champion is just as important as keeping the upset customers managed.

AND - my story of this is Taylormade. I once cracked the face of a driver I'd had for two years (one year out of warranty) and decided to call anyway. They apologized and asked me to send it in so they could look at it, very politely. They receive my club and immediately call me to say there was a misunderstanding - they were sorry but no longer had that version in stock...

So the sent me, with overnight shipping, a brand-new current model- worth about twice my original club. Was this necessary? Definitely not- but I tell tons of people about it and I sure as hell am sticking with TaylorMade for future drivers.

Dave Evans

Four Seasons

We (four of us) were staying at the Four Seasons in Austin. We arrived back at the room at about 2:30am after an evening of great music, and all that goes with great music. In retrospect, perhaps a bit too much “all.”

The Four Seasons offers room service 24 hours per day. We picked up the phone, ordered cheeseburgers and similar, and then got the bad news: because of the time (by now about 3am) it would take an hour or so to get the kitchen opened, and then another half-hour or so to get everything cooked and sent up.

That simply wasn’t going to work. We (politely) pointed out that this was the Four Seasons, and at the Four Seasons a promise of performance counts for something.

So, instead of opening the kitchen, they pulled the Four Seasons’ limo up to the front, loaded us into it, and drove us to Katz’s Deli, a great all-night eatery. They waited outside, and then drove us back.

That is the kind of service that has built the Four Seasons brand. I've told this story a hundred times, as recently as yesterday. (This happened a few years ago). I have stayed at the Four Seasons many times, and in many places. I have yet to experience anything other than excellent service. We stayed at the Four Seasons in Atlanta for a friend’s birthday: on arrival, there was a cookie and cold glass of milk waiting for our (then) four-year old son, with his name correctly spelled (B-r-o-c-h) in chocolate on the plate. We didn't even request it!

I have no idea how they did that: elapsed time between check-in and walking into our room was perhaps 5 minutes. Yet, there it was: a cookie and glass of milk. Like the limo, it was the Four Seasons “magic” and superb commitment to customer service.

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About a thousand cuts

  • "Death by a thousand cuts" is just a great expression, isn't it? Anyone who has been through a tough project has heard it before. I like to think of this blog as the opposite. Navigating through all those issues to achieve excellence is a passion of mine, along with being a dad to three amazing boys and all things Red Sox and Patriots. Thanks to Len Devanna for pushing me to start capturing my thoughts and Lee Cullivan for the banner photo. More about me here. Thanks for reading.

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