Do Companies Really Mean It When They Say They Are Committed to Excellent Service

By Maria Pesin | Business

Dec 11

I really like the success guru Darren Hardy, author of the Compound Effect.  Or at least I did.  I bought a program of his  that I though seemed really good.  I only listened to the first part of 12 and knew it wasn’t for me.  Since he guarantees his products I filled out his contact form asking for my money back. I had to do it twice because I haven’t heard back.  (Still haven’t) Nor is there a telephone number to call, which is a pet peeve of mine.

This is just one story in a list of similar stories where I feel like I am annoying the customer service rep rather then having a service rep who wants to help. The following is a small list of customer service experiences:

  1. Called Sprint 3 different times to fix a billing issue and was put on hold for up to 100 minutes.
  2. My son was hit by a car and it took 3 weeks to get the police to write up the report.
  3. Trying to get my sons car appraised for weeks and was told we’ll call you when we get to it.
  4. Tried to cancel my gym membership at Retro because I had a knee replacement and can’t work out or walk, yet they won’t cancel unless I walk in and cancel (which of course I cannot.)

I did have one really great experience,  I had to order very expensive food for my elderly cat.  Unfortunately my cat died before the food arrived.  When I called the company Chewy to return the food they told me to keep the food and donate it to whoever I wanted. Wow that was impressive.

This has all happened in the last 2 weeks.  What is going on with companies?  Is business so good that companies can so disregard the brand experience that they alienate customers.  I now love Chewy and would recommend them to everyone.  The rest, not!

What is your experience?  I’d like to hear from you.  Do you have good experiences or has the concept of good customer service gone with the dinosaur?

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About the Author

Maria Pesin knows fashion, especially the business side of the fashion industry. Do you know how Manolo Blahnik got his start in the industry? How he leveraged a paltry 3 grand into one of the world’s most famous luxury brands? While she doesn’t take credit for Manolo’s success, Maria has walked a similar path on numerous occasions. The world of fashion is not silicon valley, and it has nothing to do with Madison Avenue marketing. In this industry there is ALWAYS room for something new and exciting, but you have to have your ducks in a row. If that’s what you need, believe me, Maria is the General Patton of fashion ducks!

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