Contrasting Customer Service
Hello from Belfast International Airport.
I shouldn’t actually be here. I should be having dinner with friends in Edinburgh but because I booked with a useless airline and my flight is 4 hours delayed - I’m still here.
Look I get it - stuff happens. Unforeseen issues can creep up.
What I don’t get is the poor customer service that big companies think is ok. When you screw up - own your mistake and explain what has happened and explain what you are going to do to make it good for the customer.
I've tried several times to contact my airline via their social media channels and got no reply other than “here’s a link to our flight checker”. Every time I look, my departure time has been delayed even more.
To round it off, I just got an email from them offering me a drinks voucher that can be used in “selected outlets”. Guess what - none of these outlets have a unit in Belfast!
I’m now just hoping to get to Edinburgh before all the buses and trams stop running.
Needless to say -I’ll pay a little more to fly with a different airline next time.
Contrasting Customer Service Experience
Compare this experience with a recent customer service experience I had with a well-known digital marketing coach. I recently bought a course from him and had a query about how to implement a particular strategy so I emailed him about it.
He could have ignored me or emailed a short reply a few days later - like most big “gurus” do when you bother them with questions.
However, a few hours later I got an email reply with a link to a video where he went in-depth to show me exactly how to solve my problem!
Now that’s what I call customer service and I would have no hesitation in spending money on his training again because I know it will be good and if I need help - it will be there for me.
Its just another reminder of the importance of looking after your customers. Answer their questions in a timely way. Give them free gifts, samples or downloads.
A customer that you look after today will come back and buy from you over and over again.
Have a great day.
I’m off to the airport bar 🍺
Cheers
Dave
Recent Comments
27
How true this is, David! It only seems to be getting worse too. The excuses for poor customer service drive me up the wall.
Travel safe.
Regards, Matt
Hi Matt
What I don’t understand is why big companies don’t understand the value of good customer service. It’s an easy way to stand out from the competition.
Thanks
Dave
Yes, I agree. I think of my ISP in a recent circumstance. They roll out the red carpet for new customer sign-on, but the existing customer who has been with them for seven years gets the shaft - if they decide not to jump ship to come back later. This is a perfect example; my provider charges 79.95 US dollars for new customers with 2 GBPS speeds. I have had 1 GBPS for seven years; my invoice is 85.91 US dollars. I called them, and they said the deal was only for new customers. I said what a joke hung up, and will switch providers, possibly never returning to their service.
Best of luck to you. As you mentioned, you're doing better now with the pint of Irish Ale.
Regards, Matt
I feel your pain, Dave! A good contrast on how to give good customer service and how NOT to give good customer service.
Jeff
If you are operating a business, you are in the PEOPLE business. If you treat people poorly and not like you would want to be treated, then you can impact to be deemed as "poor" customer service.
Our mission here at WA has always been to put people first, it is something that I am passionate about and it is one of the key reasons for our success, but I know that this exact approach stretches across every industry and service.
Great post and reminder here Dave!
Hi Kyle
I totally agree. WA has always delivered excellent customer service - from the guys at the top like you and Carson - to all the brilliant site support team.
It’s one of the main reasons I’m still here after 4 years and have no plans to leave, so long as I’m in digital marketing.
Thanks
Dave
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I've been in a similar situation on many occasions Dave!!
Enjoy the airport bar my friend.... that is exactly what I would be doing about now!!! :-)
Finally made it to Edinburgh and just in time to catch the last tram into the city.
The beer was refreshing but I’m just looking forward to bed now 😴
Thanks
Dave
Happy to hear that Dave and I trust you slept well my friend!
Slept like a log and enjoyed a great day at the golf with friends today.
Thanks
Dave
Golf??? Are you at the Scottish Open my friend??
I saw young Rory did quite well there today...
Enjoy!!!
Yes I was there today. Unfortunately I saw Rory make his only bogey of the day at 2nd.
The Scottish open is brilliant, especially when the weather is good.
He's still fairly well placed at 6 under though my friend!!!
Wish I was there, but I'm stuck in Switzerland at the moment...
👍👍🍻
Oh dear. Hope you manage to get home soon.
Was a damp day at the Renaissance club today but some brilliant golf. Loads of birdies and I even saw Colsaerts get a hole in 1 at 14 ⛳
I probably won't get home for a couple weeks yet my friend...
I generally spend summer's in Switzerland due to the slightly lower temps than back home....
Happy to hear that you enjoyed another fantastic day there though!!