Comments on: Note to Entrepreneurs: You Can’t Please Every Customer, But You Better Try

By: Dan Greendale

Dan Greendale — Sat, 18 Jul 2009 15:45:55 +0000

It was refreshing to hear a description of the incident that occurred with your customer “N.” I have worked for different businesses for close to 40 years and early on discovered the value of strong customer service. It seems so simple - customers are people and like to be treated with respect and caring. It’s simply human nature. Yet so many “successful” companies, big and small are clueless how to create a solid customer service component. This has only increased due to the proliferation of internet companies and outsourcing customer service jobs overseas. I won’t even attempt to remember how many times I’ve had an awful customer service experience, and how much time I’ve lost as a result. Not to mention the frustration, anger and other stressful emotions that can manifest. I find myself often telling the CSR who is not performing their job effectively, “Don’t you understand the impact of what you are doing by creating this terrible customer service experience for me? Do you think I will ever do business with your company again or that I won’t recommend to any number of people not to do business with your company?”

You were lucky to have someone at your company who had the skill and patience to rectify the situation with N. Anya obviously has a good understanding of human nature. She probably would have gotten me to come back as well.

Good topic - thanks for putting it out there.

By: sanoy

sanoy — Sun, 12 Jul 2009 16:14:54 +0000

That was good! I believe you handled the situation very well and the time spent was worth it.

By: Kathy

Kathy — Mon, 02 Mar 2009 20:43:19 +0000

I don’t understand it. How in the world do some people make it everyday by treating people crappie and others who stand up wih integrity don’t for their own life and who want to do service

By: Jaime Vargas

Jaime Vargas — Mon, 16 Feb 2009 17:41:43 +0000

I’ glad I found this bit of peevishness just on time. I’m right now involved with a company that came to me asking for a deal, I agreed and gave them further instructions in regard to what it would be necessary for them to do to complete the deal. The manager of the proposal never answered me. I have sent him several e-mails and never got the courtesy of a response, much less an explanation of what cooled him off.
Of course, now I’m not wanting the deal with that company, but at least I do want an explanation as to what made them change direction.
Your description fits the bill for me, like a glove. Thanks. Jaime.

By: Susie

Susie — Thu, 12 Feb 2009 18:13:11 +0000

This was a great example of listening to the concerns of the customer and not taking what they are saying as a personal attack. Great customer service is being of service. We never know what is happening in the customers mind and through attempting to understand instead of judge it becomes a win win for everyone!

By: Jeff Chavez Responds to Rip Off Report - Entrepreneur Blog

Jeff Chavez Responds to Rip Off Report - Entrepreneur Blog — Wed, 19 Nov 2008 20:44:23 +0000

[...] put it lightly, he wasn’t happy. And I would have been angry, [...]

By: Old Nikko

Old Nikko — Tue, 04 Sep 2007 21:38:21 +0000

Thanks for the tip and reminder of what we all have to be mindful of…

Oh yeah, I cancelled my cingular contract. If they let this one go unchallenged, they don’t deserve my company’s business.

By: Jeff Chavez

Jeff Chavez — Wed, 20 Jun 2007 21:17:56 +0000

Thanks Aybuke…I am happy that you found this post useful. Best wishes…Jeff

By: Aybuke

Aybuke — Tue, 19 Jun 2007 20:13:28 +0000

Sharing this incident with your readers (clients and client prospects) was original and brilliant! It had a personal touch and sounded sincere. It will, for sure, contribute to your attempt to build trust between you and the reader.