I’m writing you today because I actually have the time. You see, I _thought_ I had a 9:00AM appointment with one of my best customers. Turns out, I was mistaken and didn’t find out until I actually spoke to the customer 10 minutes prior to my arrival.
She speaks broken English but I have never had difficulty understanding a word she says. She is also a member, which means all of her information lives in a database someplace in Florida, referenced, I’m sure, by her telephone number or email address. Knowing that, why would anyone, in an unpleasant tone from what I understand, ask her to repeat her address so many times that she became frustrated, assumed the appointment did not get made and then **call someone else**? This is not rocket science.
This particular exchange is made equally frustrating by the fact that it actually cost me money. Sure, only $50, but right now $50 is $50 and I will take all that I can get. This is also made **even** more frustrating by the fact that she called me first, but I am not allowed to book appointments myself, so **I** had to direct her to the call center to do that.
Yet another frustration on top of more frustrations I have on a daily basis with this outfit. Why do you think I’m constantly trying to get work off of Twitter and Facebook? I make more money and control the experience, start to finish. If I can control everything, I know if there is a problem when the problem happens and can fix it. Except for one small detail.
There usually aren’t any problems.
If there is one thing that I know better than almost anything else it is how to take care of customers and how to retain those customers and keep them saying “I’ll be back”. It’s what I have been doing since I started working in 1984 and what I will continue to do for the foreseeable future.
Are you ready for that level of service? Let’s get started!.