Good service is a curious entity. It reminds me of the nursury rhyme line, "when she was good, she was very good. When she was bad, she was horrid."
Such is the sphere of service. Indeed, when it is good, it is amazing and encourages the consumer to continue to do business with the good-service provider. The consumer is also more inclined to share the good-service story with others.
When service is bad or nonexistent, it is akin to a field of manure, piled high, stinking to high heaven. The consumer may then harbor very negative feelings toward the company or provider and one of several scenarios usually occurs: 1. The consumer complains vociferously and achieves some level of satisfaction, although frequently left with a sour taste in the mouth. 2. The consumer becomes disgusted and vows never to conduct business with the provider again. 3. The worst-case-scenario - The consumer becomes disgusted, vows never to take business there again, AND tells everyone about the bad experience.
Such is the sphere of service.
My SO and I just experienced both phases of service, with the same company, in the last twenty-four hours. The first contact, yesterday, with an internet weather-service provider was frustrating, to say the least. My SO called a number provided and was connected to an individual in a far-away land whose speech pattern was barely discernible. In addition to the communication gap, the individual clearly was not familiar with the product or how it works. The resulting impression left with my SO was unflattering, to say the least, and the problem was not resolved. SO gave up in disgust.
Today, having put twenty-four hours between him and the last dissatisfying encounter, my SO found another phone number to call and, this time, was connected to a person who communicated clearly and, more importantly, knew the product line and was able to resolve the issue within a short period of time. Positive experience, positive PR for the company.....all because of good service, given by a knowledgeable employee.
Hats off to all companies and employees who recognize the value of good service. Their businesses will be more recession-proof.
Raspberries to those who do not.
Ancora imparo
