The other day I called American Express about a problem that I was having on one of my accounts and it required talking with a supervisor. Unfortunately, there were no supervisors available. So instead of making me stay on hold until one became free they did a nice thing and asked for my phone number and said they would call me back. Kudos. I was glad that they respected my time. Now the ball was in their court.
It wasn’t until two days later that I had the opportunity to call them again. They never called and they knew the issue was important. By them not doing what they said they would do their brand was negativly impacted in my mind. It made me think that they’re just like every other company and not as special as I thought. For a company with great customer service they obviously missed the mark. I wasn’t expecting that they would just resolve the problem without talking to me, but I did expect them to call me back when they said they would, no amount of marketing can make up for that oversight.
So when dealing with your customers today remember:
- If you make a promice, do it!
- If fail multiple times, stop making promises and/or change your process.
- Good intentions don’t mean as much as actions.
