I expect the highest caliber of customer service. Always. When I buy something, I want the highest quality product or service. I want exactly what my money paid for. While I don’t expect anything more, it also means that I am not settling for anything less.
Small businesses, I’ve found, tend to be really responsive to their customers needs. They realize that the customer is as crucial to the growth of the business as the talents of the business owner. Usually a phone call or email can get most problems solved.
In fact, about a month ago, I ordered a package from The Posh Peach, a women’s boutique in Columbus, GA that I stumbled upon the last time I visited my boyfriend. I’ve been following them on Instagram ever since. For many weeks, it was torturous following them and not buying anything. But then I saw the most perfect blue dress. I wanted it. Bad. Just look at it, how could anyone not want it?
I gave in and ordered it! And another. But then the package never came. Somewhere between Columbus, GA and me, the post office lost my package. I was so disappointed. I reached out to The Posh Peach and, two days later, I had a new package on its way to me. Granted, they had sold out of my perfect dress and its friend, I still got two amazing replacement dresses that are beautiful, including the one I’m wearing at my cousin’s rehearsal dinner, which you can see here. (Don’t I look like my Dad?)
As great as The Posh Peach‘s customer service was, we know that every customer service experience isn’t like that even though it should be. This, my friends, is why we have Twitter shaming. And I firmly believe in it.
When JetBlue cancelled my flight two hours before it was supposed to take off, I was on the phone with one agent who tried to get me on a flight the next day and my sister was on the phone with another agent who was unapologetic about the flight cancellation, it was this tweet that got me on a flight later that day.
— Emilie Burke (@emilielimaburke) August 22, 2015
Jet Blue is not alone in my act of Twitter shaming. Comcast is often a target, as their service to my new apartment, royally sucks.
At this point, you’re probably thinking, Ugh, this girl sounds like a whiny little witch.
To which I’d respond, Sometimes, but not at this moment.
You see, companies big and small need to be responsive to their clients. They need to provide great customer service all the time. As an often-cited customer experience survey (Source) points out:
“That means that for every complaint that you receive there is a possibility that an average of 1,300 people will hear about at least one of those unhappy customers’ experiences.”
That means, Comcast and Jetblue, when I complain publicly to you, I am giving you the chance to fix the problem before I walk away. I want to be a loyal customer, I just need you to fulfill your end of the bargain.
There are lessons here that all of us in customer service can take.
- You work for your customer. Without them, there is no business.
- When given the chance to redeem yourself, take it. Second chances don’t come often.
- Imagine if you were on the other side of the phone call. Would you rather hear “I’m sorry the post office lost your package. Better luck next time?” or “No worries! Another is on its way.” No brainer there.
Have you had any crazy customer experience stories? Share them in the comments below!