Comments on: When Things Don’t Work: Tolerate or Leave? http://customersrock.net/2008/05/28/when-things-dont-work-tolerate-or-leave/ FOCUSING ON CUSTOMERS, THEIR EXPERIENCES, AND HOW BUSINESSES CAN MAKE SURE THEIR CUSTOMER EXPERIENCES ROCK! Thu, 17 May 2012 17:52:55 +0000 hourly 1 http://wordpress.org/?v=3.3.2 By: Eric Brown http://customersrock.net/2008/05/28/when-things-dont-work-tolerate-or-leave/comment-page-1/#comment-2343 Eric Brown Sat, 31 May 2008 05:23:45 +0000 http://customersrock.wordpress.com/?p=506#comment-2343 Becky, Excellent post and associated comments. When “Things Don’t Work” companies MUST embrace such circumstances as an opportunity to communicate with their customer and enhance the customers experience. When we trip up, a sincere; “I Am Sorry, and understand how aggravated you must be” really works wonders. It certainly isn’t a short answer to all problems, however if we are simply available via a cell phone number on our website, an e mail address, a customer forum, an open company blog, and any other open dialog and transparency, when “Things Don’t Work” are excellent opportunities to create “Customer Evangelists” Oddly, it seems as though the truest of Customer Evangelists are created from a favorable experience of when “Things Went Wrong” Becky, Excellent post and associated comments. When “Things Don’t Work” companies MUST embrace such circumstances as an opportunity to communicate with their customer and enhance the customers experience. When we trip up, a sincere; “I Am Sorry, and understand how aggravated you must be” really works wonders. It certainly isn’t a short answer to all problems, however if we are simply available via a cell phone number on our website, an e mail address, a customer forum, an open company blog, and any other open dialog and transparency, when “Things Don’t Work” are excellent opportunities to create “Customer Evangelists” Oddly, it seems as though the truest of Customer Evangelists are created from a favorable experience of when “Things Went Wrong”

]]> By: Sybil Stershic http://customersrock.net/2008/05/28/when-things-dont-work-tolerate-or-leave/comment-page-1/#comment-2342 Sybil Stershic Thu, 29 May 2008 18:52:17 +0000 http://customersrock.wordpress.com/?p=506#comment-2342 In my marketing workshops, I'm continually amazed at the number of companies who have no formal guidelines for customer problem "recovery" or don't empower their employees to take care of customers. As Gavin says, lack of time is a poor excuse. Focusing on a company's response to problems is a critical investment that can head off serious brand damage. In my marketing workshops, I’m continually amazed at the number of companies who have no formal guidelines for customer problem “recovery” or don’t empower their employees to take care of customers. As Gavin says, lack of time is a poor excuse. Focusing on a company’s response to problems is a critical investment that can head off serious brand damage.

]]> By: Esteban Kolsky http://customersrock.net/2008/05/28/when-things-dont-work-tolerate-or-leave/comment-page-1/#comment-2339 Esteban Kolsky Thu, 29 May 2008 14:20:35 +0000 http://customersrock.wordpress.com/?p=506#comment-2339 Definitely thought provoking, that's for sure. The bottom line for this is companies being able to walk the walk. They can all say how much they care about customers, how their policies are there for them, and how much customers mean to them. Alas, as human nature goes, you never know whether you mean what you say until it comes time to do it. Human nature becomes a critical part of a corporate personality, since companies don't know how specific processes will work until they are in the middle of it. Reminds me of how much time and effort is spent on disaster preparedness drills, only to find out in eventual disasters that they "forgot" to consider half the real problems that existed. As it was said before, the best laid plan never survives contact with reality... My last blog entry deals with something similar to this: true differentiation, and finding what makes you who you are as a customer service organization... seems we are all thinking similar thoughts these days! Definitely thought provoking, that’s for sure. The bottom line for this is companies being able to walk the walk. They can all say how much they care about customers, how their policies are there for them, and how much customers mean to them. Alas, as human nature goes, you never know whether you mean what you say until it comes time to do it.

Human nature becomes a critical part of a corporate personality, since companies don’t know how specific processes will work until they are in the middle of it. Reminds me of how much time and effort is spent on disaster preparedness drills, only to find out in eventual disasters that they “forgot” to consider half the real problems that existed. As it was said before, the best laid plan never survives contact with reality…

My last blog entry deals with something similar to this: true differentiation, and finding what makes you who you are as a customer service organization… seems we are all thinking similar thoughts these days!

]]> By: Lee Jordan http://customersrock.net/2008/05/28/when-things-dont-work-tolerate-or-leave/comment-page-1/#comment-2340 Lee Jordan Thu, 29 May 2008 02:02:13 +0000 http://customersrock.wordpress.com/?p=506#comment-2340 It's the old catch 22 - Companies must respond genuinely to customers. I agree with Gavin that getting all levels of a company to commit to customer service excellence in action is a big challenge. That is why I think when we as consumers find companies that "get it" we fall in love and won't leave them for a few negative bumps in the road. It’s the old catch 22 – Companies must respond genuinely to customers. I agree with Gavin that getting all levels of a company to commit to customer service excellence in action is a big challenge. That is why I think when we as consumers find companies that “get it” we fall in love and won’t leave them for a few negative bumps in the road.

]]> By: Gavin Heaton http://customersrock.net/2008/05/28/when-things-dont-work-tolerate-or-leave/comment-page-1/#comment-2341 Gavin Heaton Wed, 28 May 2008 23:14:18 +0000 http://customersrock.wordpress.com/?p=506#comment-2341 Sometimes companies just don't devote the resources to responding in this way. It is not that there is no interest -- just no time. And yet, there is a never ending stream of meetings. Makes you wonder ;) Sometimes companies just don’t devote the resources to responding in this way. It is not that there is no interest — just no time. And yet, there is a never ending stream of meetings. Makes you wonder ;)

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