Just back from a wonderful vacation in the Sonoma wine country, it has been so great to experience some wonderful and not-so-pleasant customer service interactions. All of the interactions we receive from those we choose to buy from affect us one way or another. But first:
Enterprise addendum: We had a PERFECT experience with Enterprise in San Francisco after my horrid one back home. I did mention the bad treatment in my prior rental, and don’t know if that affected anything, which I really don’t think it did. We just encountered conscientious staff, a great manager, and our expectations were exceeded on all counts. I have not abandoned the Enterprise organization as of this writing.
The main point for today is that you can learn a lot from your consumer experiences as they relate to how you could better treat your customers and clients. If you have a bad experience, note it and recount it to your staff or your team. Make it an experience not to forget.
It’s funny – now I appreciate poor customer service interactions because they just reinforce that there is a lot of work to be done in this area – and people cease to amaze sometimes.
While we were sharing customer service nightmare stories after the wedding we attended, it coincided with the Vincent Ferrari call to AOL to cancel his account. Unbelievable!
There are lessons to learn from these stories – and getting the conversation going is a great first step.