I’ve learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel. – Maya Angelou
I admit it. When it comes to customer service, I’m a stickler. And when I experience poor customer service? Let’s just say I can get a little testy. It’s because customer service is so critical to the donor or consumer experience. When sectors are so crowded with options from which to choose, excellent customer service can power boost your relationships with your donors and clients. Alternatively, few things can tank a relationship and destroy trust quicker than really poor customer service (Hi airlines!). Let me give you a few examples from my personal experience to illustrate what I mean.
First, there was the time I went so far as to demand a formal, written apology from a car salesman who called me a b—h and hung up on me after I confronted him on the fact that he slipped into a sales agreement additional fees that I had already declined. That time, I spent days going all the way up the company’s corporate ladder until I got the response I wanted. And since I’m telling you this story a decade from when it occurred, I clearly held on to this memory – and have made subsequent car buying decisions based on it.
But, the reverse is also true. I also remember great customer service experiences and become a loyal follower and champion of brands that serve me well. I recently had a fantastic customer service experience that illustrates how providing excellent customer service is crucial to keeping your customers or constituents engaged and happy – and will keep them from going anywhere else.
Here’s what happened....