Submit your Good, Poor & Downright UGLY Customer Service Experiences
Every single one of us is on this customer service journey together. Along the way, we accumulate personal customer service stories that each of us can learn from. And yes, we can learn what not to do as well! If your story is published, you will receive a free signed copy of The Service Journey, so start submitting!
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Posted by Susan Hoekstra at 6/8/2009 8:40 AM 
Categories: Customer Service Contest
Tags: Customer Service Susan Hoekstra Exceptional Service Poor Service The Service Journey Good Service Great Service Bad Service customer service contest Susan J. Hoekstra
Categories: Customer Service Contest
Tags: Customer Service Susan Hoekstra Exceptional Service Poor Service The Service Journey Good Service Great Service Bad Service customer service contest Susan J. Hoekstra
I called a home improvement person to install new windows, put in a sliding glass door and install vinyl siding on my home. (Not a small job). The person I called was referred to me and was suppose to be one of the best in the area. I left an message for him on his machine. He called me back 2 days later and made an appointment. Well it's been 2 years and he still hasn't shown up for the appointment nor did he call to cancel. I wonder if he knows that I'm a Realtor and tell everyone I can about his unprofessionalism every chance I get.
Thanks for submitting your story Ken. Your book is in the mail (I promise!). Your story shows the benefits of referrals, but also the hazards of not following up. It also shows the impact of negative press when a poor service experience is had. Statistics show that people will tell 10 people in general about their poor experience, but that statistic doesn't take into account people who work in professions that come into contact with a lot of people, like realtors. It also doesn't take into account the technology out there today - blogs, e-mail, twitter ...
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