Update on Customer Service Saga
Isn’t it amazing that great customer service is cause for surprise? Used to be it was a given we’d be treated with respect and understanding. These days it’s headline material.
A few weeks ago I posted about the snafu with USAA and my mortgage company TBW. USAA was wonderful. Elizabeth Conklyn, their National Exec VP of Admin, took time out and called me. We had a great chat, and she promised results. Well, kids, she delivered!
This week not only did I get a note from the President of USAA, Michael Luby, USAA also paid all the fees charged by TBW and thanked me for bringing this whole mixup to their attention. I had given them some suggestions about the genesis of the confusion, and they have a team on it.
Now that’s class. USAA rocks!
Will I EVER think about going elsewhere? Not on your life. I’m looking at all the ways I can move my financials to them.
So here’s the question – what’s with companies who routinely give lousy service? Do they think they are saving money? Do they think no one notices? No one talks about it? No one blogs?
I realize there are people out there always trying to beat the system. But aren’t most of us just trying to make it through our day? Why do some companies and some employees have such trouble just doing the right thing?
Bottom line here? Happy customers make your life easier. They don’t complain – in fact, they tell everyone they know that you rock! (And they may actually have a blog, like me!) Happy customers tell the world how great you are, and they help you stay in business.
Even better – an unhappy customer who is turned into a happy one because the company did the right thing LOVES YOU — now that’s LOYALTY you simply can’t buy. And you can never have too many loyal customers!
So – teach your employees how to take care of problems, not run away from them. Teach your managers how to reward innovative and creative customer service. And remember – the speed of the leader is the speed of the pack. I’d bet the service I got from USAA is directly related to the service I got from the President. Thank you Michael Luby!
Have a great weekend!
Beth, a woman who’s happy I picked the right horse
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Beth Terry, CSP
Professional Speaker & author
Website
© 2007, Beth Terry Seminars, Inc.
