September 01, 2009
I've dealt with customer service many times during my life, some good, some horrifically bad. There was a time when businesses could shit on their customers and still stay "tough shit" when we complained. Not anymore. Twitter? Facebook? Email? Blogs? Have people simply not heard of these things? I'll be honest and state that my readership, while beloved by me, is teeny tiny. However, if I were to receive a big steaming pile like Maytag tried to inflict on Dooce, I will guarantee you that some of my friends and acquaintances could help my complaints go viral. One person complaining? Not a problem to a company. One million persons complaining? You've got a corporate PR and -potentially- financial debacle.
So, my friends in the business community, consider this a friendly FYI: do not continue to treat customers, real or potential, as effluent from your various bodily orifices. You need us far more than we need you and- you might want to write this down if it'll help you remember- spread your acts of neglect and malfeasance worldwide before you have your first cup of morning coffee. Remember this word: customer. And this one: service. They are related directly to your bottom line.
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