I’m a pretty faithful customer when I find something I like. That’s the way I’ve felt for sometime about my cable / internet provider. I’ve had service with them for over ten years and can count on one hand the number of outages that have occured. I would never dream of changing to DSL service that has recently become available in my area…until a recent experience.
In the last month my entire service has gone completely out during a rainstorm three times. Each time customer service gave us a 24 hour repair window (which really means the next day). By the time the repair tech arrived, the service was working.
I refused to live with this type of situation the third time around. So when I called customer service I got Sara, explained my problem and she gave me the 24 hour repair window. Nope, I said. There is obviously a problem that only occurs when it storms and corrects once the sun comes out. The repair tech needed to arrive when the outage occured, not the next day. “Well,” she said, “You just have to expect that in Florida. When it storms, the cable will go out.”
Not. Remember how good my service had been for years? Heck, I even had cable during the hurricanes of 2004. Besides, even if this were true, no customer service rep should ever make this type of statement to a customer.
So I asked for a supervisor. “None available,” she said. “And besides that, a supervisor can’t do anything more for you than I can.” Ok, so how about the supervisor’s supervisor. “Nope. None here,” was her response. I insisted on the supervisor. She said it would take 15 to 25 minutes, so I decided to wait. After 10 minutes of music on hold, the line went blank. Then a foreign speaking young man came on the line announcing “Skip Trace Service.” Sara had managed to transfer me to the wrong department — in the Phillipines no less. Although the young man was very courteous and apologetic, my only option was to hang up and call customer service again. I was not a happy camper.
But the best was yet to come. Thankfully, Henrietta answered the call. She listened to my story, apoligized several times and then asked if I could hold for just a minute while she checked with her supervisor to see if they could get someone out that day. She returned quickly and assured me a repair tech would arrive before the end of the day, again apologizing for my inconvenience. And he did. Had the problem fixed in about 15 minutes and for good too. Henrietta saved a customer that day. After doing business with that company for over 10 years, I was ready to move on.
No matter what type of business you run, you need to make sure you hire more Henriettas. They’ll make sure your customers remain your customers whether they’ve been doing business with you for 10 years or 10 days.