I know, I know! I just broke the rules and used all caps in my headline. Sorry about the drama.
Naw. Not really sorry. I was treated so very well by a major corporation this week that I have to toot their horn for them.
You know those pesky online surveys? The ones Amazon sellers send you after EVERY. SINGLE. PURCHASE?
I rarely ever fill them out any more. Do you? Just don’t have time for that. However, I broke my “no survey” rule this reason for a good cause. Wanna know why?
Well, my credit card account got hacked.
Some loser started by stealing $40 bucks. Not a big amount, but what else they planned to steal I can only imagine!
I was dreading the tug of war to prove this wasn’t my purchase when I picked up the phone to call my credit card company. Why the dread? My typical life experience with large companies just stinks.
After all, I had recently called the electric company to question charges. They talked down to me — treated me like I was stupid. I ended up having to ask for the manager after the customer service rep downright insulted me.
I am SO done with our electric company! I hate to pay them another dime. I do pay in full. Writing that check every month? Grrrr….
Using major service providers and having few options to switch providers feels like wearing a ball and chain! I’ve already chatted about our former satellite internet provider.
We ended up paying them an extra $400 just to break our contract after almost 2 years of terribly unreliable, expensive service.
No apologies offered ever. No response to my unhappy client letter. Nothing! They simply didn’t care.
We paid to end our slavery. Yep. Don’t even get me started about our medical insurance!
When I called Discover, you could hear the friendly smile and concern in the rep’s voice.
She promptly and politely transfered me to the fraud department. The fraud rep was equally kind and efficient. Instead of treating me like “the customer is always wrong”, I got the “let’s bend over backwards to fix this for you” treatment! AMAZING!
It was kind of like dining at Chick-Fil-A. “My pleasure.” (No wonder they often have a line around their building. I also need to eat at Chick-Fil-A once in a while just to prove that average folks can get treated well, too.)
So when that “please fill out our customer satisfaction survey” hit my inbox? Well, YES! Yes, I did.
Thanks for treating me like a valued human being.
Thanks for actually solving my problem.
Thanks for solving my problem promptly and efficiently AND not charging me a gazillion bucks to do so.
Professional service providers, do you offer award-winning customer service?
Are you prompt and polite?
Do you actually provide excellent solutions?
Well, then! Don’t be shy. Send out that customer satisfaction survey email. Put those survey forms by your front desk! Do something!
Folks like me are SO traumatized by terrible customer service, that it’s a relief to have something good to say. Your clients must feel the same way!
That’s what I loved about working at small businesses in the past. Our customer service shone. We rarely had complaints, but when we did, we did our best to fix things! It’s called the Golden Rule.
I’m happy to see large companies also using the Golden Rule. Now that’s “attraction marketing”!
New slogan? “DISCOVER the card that treats you well.” #Discover.
I also noticed Discover employing a very smart marketing tactic — prompt follow-up with request for feedback.
Never got one from my former satellite internet service. Strange?!
For some strange reason, I’m seeing small, excellent professional service providers reluctant to ask for feedback.
What about failing to repurpose and use feedback effectively in your content marketing?