» Practice what you preach

Practice what you preach

June 19th, 2007 by Chris Punke

Today’s post is partially to vent some frustration and partially just to get everyone thinking about quality customer service.

I have been communicating with a vendor for the past 30 hours by email and telephone to try to get a very vital problem fixed. Every time I interact with their mail support system I am told how much customer service matters to them, and every time I am on hold in their automated ~~labyrinth~~ phone system, I am again reminded of how much I matter to them and that customer service is VERY important to them.

Sadly, it’s not service in the sense that I’m looking for, it’s merely LIP SERVICE. They SAY they care, but if they really did care they wouldn’t keep me waiting for a day and a half to fix my their problem. They are not practicing what they’re preaching.

Eventually we all fail in our customer service relations at some point, and to one degree or another. (We’re not perfect.) But we should all strive to evaluate the quality of our customer service, and take the time to care about our customers. And if we remind customers how much they mean to us with words, but show them how much they DON’T mean to us by our actions… well, you can bet those customers are going to find greener pastures, and spread the word that our pasture isn’t worth grazing in.

Thanks for letting me vent.