Case of the helpful Credit Card Company

Many times trying to deal with a credit card company is like trying to pull teeth. In order to get satisfaction, you're made to jump through hoop after hoop. Today, we found an error on our bill. We purchased something on a promotional plan that allowed us to defer interest, but our bill showed over $30 in interest charged last month. A quick e-mail to the company, who replied in minutes; some exchange of information to clarify the purchase; and problem solved. We gained $30 in interest credited back to our account and they gained a life-time customer.

Good customer service is about handling a problem quickly and efficiently. It is about admitting mistakes and correcting them without a hassle. While the company could have used $30 because what company can't, they wisely chose to correct the problem at the cost of $30 but at a gain of a customer who will continue to shop with them for a long time. Sometimes you have to take the long view. Is being "right" in this instance worth the cost of a customer's future purchases?

Welcome to a new blog

This blog is designed to look a real-life customer service issues.  The writer is a veteran of retail having owned two small retail stores and worked in management at a large "big box" retailer.  In addition, I work part-time as a consultant to small businesses in helping them improve their businesses.  A big proponent of the E-Myth as written by Michael Gerber, I help business owners get more out of their businesses than long hours and low pay.

A key component to any business, big or small, retail or service, is customer service.  ALL businesses provide customer service, the question is merely how well they provide it.  Every time an associate interacts with a customer, whether on the internet, the phone, or in person, that is customer service.  Successful businesses realize that they need to provide excellent customer service in order to become "best in class" for their product.

If you think through the businesses you like to deal with, there are those with whom you've developed a personal relationship, where you feel like Norm on Cheers every time you walk into the business.  You're willing to go there even though it may cost a little more because you like it there.  THAT is customer service.  As we go on, this blog will present real interactions and provide alternative scenarios and ask for reader input.  Hopefully we will all learn something and improve our daily experiences at the businesses we visit.