Comments on: Where the Rubber Meets the Road http://customersrock.net/2007/04/11/where-the-rubber-meets-the-road/ Focusing on customers, their experiences, and how businesses can make sure their customer experiences rock! Fri, 30 Jul 2010 13:43:57 -0500 http://wordpress.org/?v=2.8.4 hourly 1 By: Becky Carroll http://customersrock.net/2007/04/11/where-the-rubber-meets-the-road/comment-page-1/#comment-1329 Becky Carroll Tue, 17 Apr 2007 03:17:10 +0000 http://customersrock.wordpress.com/2007/04/11/where-the-rubber-meets-the-road/#comment-1329 Thanks, Doug, for sharing your story, too, via your great blog! I think this is a popular subject as we can all relate to it. Haven't gotten into Twittering yet, although I do have my Twitter account! Thanks, Doug, for sharing your story, too, via your great blog! I think this is a popular subject as we can all relate to it.

Haven’t gotten into Twittering yet, although I do have my Twitter account!

]]> By: Doug Meacham http://customersrock.net/2007/04/11/where-the-rubber-meets-the-road/comment-page-1/#comment-1332 Doug Meacham Sat, 14 Apr 2007 22:54:28 +0000 http://customersrock.wordpress.com/2007/04/11/where-the-rubber-meets-the-road/#comment-1332 Great post, Becky. This does appear to be a popular subject lately. I had some interesting experiences with <a href="http://nextup.wordpress.com/tag/jetblue/" title="JetBlue" rel="nofollow"> this past week. Still not Twitering I see :-) Doug Great post, Becky. This does appear to be a popular subject lately. I had some interesting experiences with this past week.

Still not Twitering I see :-)

Doug

]]> By: Becky Carroll http://customersrock.net/2007/04/11/where-the-rubber-meets-the-road/comment-page-1/#comment-1330 Becky Carroll Thu, 12 Apr 2007 15:47:41 +0000 http://customersrock.wordpress.com/2007/04/11/where-the-rubber-meets-the-road/#comment-1330 Thanks for your comment, Ryan. I agree that one can possibly turn something bad into something good if it is looked at as an opportunity rather than as a problem. Setting the proper expectations immediately helps. Of course, the best problem is no problem at all, but if we can't avoid a problem, using a smile with the apology goes a long way towards fixing things! Thanks for your comment, Ryan. I agree that one can possibly turn something bad into something good if it is looked at as an opportunity rather than as a problem. Setting the proper expectations immediately helps. Of course, the best problem is no problem at all, but if we can’t avoid a problem, using a smile with the apology goes a long way towards fixing things!

]]> By: Ryan Karpeles http://customersrock.net/2007/04/11/where-the-rubber-meets-the-road/comment-page-1/#comment-1331 Ryan Karpeles Thu, 12 Apr 2007 15:16:55 +0000 http://customersrock.wordpress.com/2007/04/11/where-the-rubber-meets-the-road/#comment-1331 The great thing about customer service is that it has the opportunity to turn something frustrating or confusing into something unique, memorable and often times rewarding. Your story about getting free popcorn and drinks at the movie theater perfectly illustrates this point. Waiting for the projector to be repaired is no longer a problem--it's an opportunity for the theater to make a positive lasting impression on everyone in attendance. Good customer service recognizes these opportunities. They LOVE when they happen. They welcome them with open arms and understand the inherent, potential value in each and every one of them. And perhaps most importantly, they approach them with a smile rather than just an apology. The great thing about customer service is that it has the opportunity to turn something frustrating or confusing into something unique, memorable and often times rewarding. Your story about getting free popcorn and drinks at the movie theater perfectly illustrates this point. Waiting for the projector to be repaired is no longer a problem–it’s an opportunity for the theater to make a positive lasting impression on everyone in attendance.

Good customer service recognizes these opportunities. They LOVE when they happen. They welcome them with open arms and understand the inherent, potential value in each and every one of them. And perhaps most importantly, they approach them with a smile rather than just an apology.

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