I had an experience over the weekend (on Sunday) that was a bit different. Our internet went out about 2pm or so. I know a bit about tech stuff so I went thru the procedures of trying to diagnose things myself. I unplugged, replugged things and figured out it wasn’t my problem but a problem with the company.
I called the tech support folks – spoke to one guy for about 10 minutes and then was upgraded to level 2 (yes I felt special). I spoke with this guy for over an hour. He was really nice and we had a good conversation while we were checking things out. We figured that it was probably the modem. We set up a date for the tech guys to pay us a visit. It was for Tuesday. The guy apologized profusely about it being later in the week and we hung up the phone. I started planning on how we were going to get things done on Monday. Monday is usually our busiest day of the week, I have a back up plan so I forgot about it and watched some basketball.
A couple of hours later two guys were banging on my door. It was the repair guys. I wasn’t expecting them but they said they had been beeped and so they showed up. Although they weren’t very old they reminded me a lot of grumpy old men. I tried to start a conversation with them while they were diagnosing things… they barely even spoke they just grumbled with each other. A pretty horrible experience… and they didn’t fix the problem (although the problem fixed itself later in the evening).
Which of those two experiences to you think I will label the company with. The great experience or the poor one. If you said the poor one, unfortunately you’re correct. It is imperative as you deal with your customers you have a good attitude. I know we all can’t be in a wonderful mood all the time, but we can definitely be civil. You need to remember the customer is helping you pay the bills. If you have employees you also need to discuss with them how you expect them to deal with customers.
Here are some good ideas – http://sbinfocanada.about.com/od/customerservice/a/custservrules.htm
Enjoy your Tuesday.