The Internet is helping us frustrated customers tell the world when treated poorly by the company we are choosing to give our money and trust to, and do business with.
My colleague and pal Lisa Dennis writes about an amazing fiasco with U.S. Air here. When those behind a counter – no matter what counter it is – forget they are serving those on the other side – customers know they have more choices, and suddenly, they are minus their customer. Now, however, with the viral nature of the Internet, many people can now read about, or hear about these instances. Suddenly an airline (or other business) can’t afford to have renegade representatives treating customers any way they’d like.
I did a search on U.S. Air customer service and found more disgruntled customers. In fact, according to USA Today, in the 2006 Airline Quality Ratings, this airline rated 15 out of 17.
People have lots to say when they have bad experiences. A USA Today article last spring had many people commenting on their horror experiences with the airline.
What’s the takeaway from all of this? If you don’t treat your customers well, they will virally tell your customer base and potential customers about it in ways that are easier to broadcast widely than ever before.
On the flip side, people will rave about you virally Just Google “love trader joes” and you’ll see what I mean.