How far should a company go to keep its customers? It actually doesn’t take very much.
Take Comcast for instance. all they have to do is listen and nip problems before they become big. Comcast’s presence on Twitter is already well-known, but I became the latest to benefit from their forward-thinking customer service. A casual mention on Twitter of wonky Internet service at home got an immediate response from “ComcastBill” and 2 days later (including a holiday) all was fixed.
Now, I have always had good luck simply calling Comcast directly, and their responsiveness has dampened any FIOS lust I may periodically develop, but this extra step, even with my knowledge of the Twitter service, still took me aback, in a very good way.
On the other side of the coin, an airline I won’t name (let’s just say it’s one of the American airlines) has a lot less to be proud of. since I’m not naming the airline, instead of a logo I’ll just put up a photo of my cat:
While the Case of the 90,000 Disappearing Frequent Flyer Miles might even be dismissed by Encyclopedia Brown as a case of customer negligence, a person who saves up miles with constantly pushing expiration dates (and previous attempts to use them stymied by insufficient airline routes) will never be pleased to find them suddenly vanished. Even less so when this is discovered on the day he is trying to book a family vacation. In this case, it is not the problem, which is common but frustrating, but the treatment by customer “service” that gets low marks.
When I tell them they have lost a customer for life: “Well sir, you obviously had been flying someone else already if you hadn’t used your miles yet.” Yes, that is Delta lipstick on my collar, and the sweet perfume of JetBlue lingering.. well never you mind. Curses! Another reason to treat me like shoe ick.
What would it have taken to keep me? They offered some solutions, but all required me spending hundreds of dollars. No thanks. I’m not asking for special treatment — ok, maybe I am, but I think everyone should get the treatment. I can be pretty loyal to companies that do a little extra for me. Just ask Comcast.