Taking a look at innovative advertising is important. However, poor customer service can kill even the most innovative campaigns. For instance, when you see a McDonald’s ad do you catch yourself comparing the smiling attendants in the commercials with those at your local MCDs? I can’t speak for you, and your McDonald’s experience, but I can tell you I’ve yet to recieve that pleasant attention at the drive thru.
As well, do you compare the plethora of helpful people in the network standing behind the Verizon customer in their commercials? Is this your experience when you stand in line for hours (yes hours) at the Verizon store? I once had an employee at a brand new local Verizon store tell me that they understaffed on purpose in order to discourage people from coming into the store. Of course this is an unsubstantiated rumor, but it explained my 6 hour wait that day, and the subsequent multi-hour waits I’ve had every other time I’ve gone into the store.
How about Bally’s boasting admission on a company prospectus that it is able to build smaller gyms because it banks on the fact that people will sign lengthy contracts and rarely come into the store, especially when they make coming in difficult by building the locations smaller than necessary and placing limitations on usage. I can’t view any of their commercials now without being reminded of the legal trouble they got in for being transparent about their abhorrent marketing plan.
Bad customer service is indicative of how a company feels about their customers. Are we blind sheep who will pay whatever it takes because we have no other choice or are we honored and appreciated guests in an establishment that was built to serve our needs? Yeah, it makes a difference.
Does your company have a customer service issue it needs to work out before spending mega money on an advertising campaign?