I had an poor experience with a printing service recently. After speaking to their customer service, I was still very unhappy.
Nutshell: They said there was nothing that they could do, and if I wanted to cancel my order, I’d have to pay a cancellation fee.
Being very frustrated, I tweeted a complaint about my poor experience with the company (not something I’m necessarily proud of, but that’s for another post).
After doing so, I was contacted on twitter by someone who asked me to email them.
So I did… and they went above and beyond to provide the best possible customer service they realistically could. They were very respectful, explained the situation, and offered to waive the cancellation fee. They even offered a discount on my next order.
Now how could you go from not being able to do anything, and even punishing me with a fee, to giving me everything I asked for and more?!
Many “experts” advise companies to approach every community differently based on their needs. I’m going to go ahead and say that when it comes to customer service, treat every community and customer equally, regardless of their influence.
What do you make of this? Should companies provide better service for some communities over others?
Take it further…if a customer is a brand evangelist of yours, should you provide them with more benefits? I’ve always thought it a good idea to take care of your most loyal customers, but is it worth the risk of alienating your average customer?