Comments on: Is Customer Service A Lost Art?

By: Don

Don — Wed, 28 Jul 2010 00:20:38 +0000

Mary Lou,
Don’t you think it’s rather odd that companies want to pad their customer survey results? Don’t they know they’re only fooling themselves and hurting their customers.

I’m glad you found some incite in applying this to your business. After all, we should learn from others

By: Mary Lou Kayser

Mary Lou Kayser — Tue, 27 Jul 2010 14:51:43 +0000

Hi Don,
I find it interesting that more and more businesses are asking for high marks on their customer satisfaction surveys up front. This has happened to me at the bank, on the phone, and in a restaurant. Clearly, customer feedback is important to them, but to be pre-programmed about what we should rate the service BEFORE it happens? This trend is disturbing for many reasons.

However, the bigger issue is the one you bring up at the end of the post. How are we serving our business customers and associates? Would we receive high marks down the line for our service to them? You really got me thinking about how I need to step up my game in this department and do a better job of keeping connected and making sure things are right with my customers.

Mary Lou
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By: Faith Barnard

Faith Barnard — Mon, 19 Jul 2010 02:47:35 +0000

Don, you make some good points about customer service or in many cases the lack of it. I have unfortunately many similar experiences. Customer service is everything when it comes to creating retention and life long customers.

I strive to give the best service to my customers and distributors and yet sometimes I have missed the mark. This is a great reminder to always keep the customer front and center in our minds.

Faith
Faith Barnard recently posted..MLM Blogging- Why Core Authenticity is Essential and Can Even Make You Sexier

By: Don

Don — Sat, 17 Jul 2010 20:23:02 +0000

Thanks Yamuna,
Looking back it really is kind of funny. I guess what’s funny is how absurd the whole thing really was. Thanks for stopping by and leaving a comment.

By: Don

Don — Wed, 14 Jul 2010 16:04:57 +0000

Thanks Anna,
The actual survey came just the other day. My initials simply meant that I agreed to take it. It will be interesting to see what happens the next time I’m there since the car is still covered by warranty for sometime.

By: Anna Johnston

Anna Johnston — Wed, 14 Jul 2010 07:11:20 +0000

I love a good survey and always hope I can find something brilliant they’ve done just so I can make their day but I’ve never been asked to fill out (or initial) a pre-filled out survey so he can keep his job! Cheeky fella I think you’ve deserved a “10″ for being so patient and decent! Go You.
Have an awesome day Don, great post.
Anna
Anna Johnston recently posted..FLYING THE FLAG FOR GEN Y CHEFS

By: Louise Steiner

Louise Steiner — Sun, 11 Jul 2010 08:16:20 +0000

Going through the motions like that kind of defeats the object of the survey and sadly it is very commonplace these days. I often wonder anyway if anyone actually looks at the surveys and takes action on any points raised. I’ve had similar experiences with my car service, but nothing ever changes. Thank you Don for reminding us to give better service…there’s always room for improvement…

By: David Merrill

David Merrill — Fri, 09 Jul 2010 03:24:34 +0000

I think one of the main reasons people don’t like dealing with big companies is because of the lack of service, and the refusal to even consider improving it.

Love the post, Don, it really makes us realize how important it is to treat our clients and customers, not only like people, but like family. And do everything possible to make sure they’ve benefited from our relationship.
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By: Belinda Cunningham

Belinda Cunningham — Thu, 08 Jul 2010 22:08:48 +0000

Ah Don I love it. You are a gem filling in the survey before the work was done. I for one would often like to tell a customer service person how awful their service is but don’t like to offend. This is a great wake up for us all, if only more people would politely tell when the service they are paying for is not up to scratch. But then again you just don’t go back there.
Belinda
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By: Don

Don — Thu, 08 Jul 2010 13:43:50 +0000

Hi Sue,
Looking back it was a pretty funny scenario. I’d say that all of us really do want to give great customer service. After all, we want them to have the best experience with our product or service. However, as you acknowledge, we’re not always perfect. It’s good to be able to learn from a not so positive experience so that you can make the next one better.

Thanks!