Here’s my story…
I was a customer of a certain vendor for many years. I originally came to them because the company I was using before started to go down in their customer experience. At first the original company was great! I was with them for years. I bought products from them and recommended them to others. Then they made “changes”.
Things started to go downhill from my experience. I tried complaining, but… that didn’t help. So I left. I have a right to do that you know.
It’s not that “The Customer is always right” it’s “The Customer always HAS THE right to go someplace else!” So I did.
Social media was a big help.
I did my due diligence and researched companies. Social media was a big help. If I saw reasonable and consistent complaints I move on to the next.
I was just interviewing Shep Hyken and he asked me “Did I see responses to people’s bad reviews from companies I as looking into?” I said I didn’t. He said that’s a big sign right there and to “run away”.
The story repeated itself.
So after spending a lot of time researching, I found my new home… and the story repeated itself… Their excuse was they are “growing”. I was supposed to be happy for them? They were making my business suffer! I didn’t pay them to share in their “growing pains” I hired them to deliver what I ordered. They made their problems mine. A BIG NO NO! So I moved on.
I’m trying a new company now… the story is starting like the others, so the jury is still out.
DON’T LET THIS HAPPEN TO YOU!
I like to say, “The definition of being in business is having a customer. No customers, no business.” Don’t make your problems your customers problems. It’s great you are growing, but you need to be able to handle the growth so you don’t start moving backwards. Don’t let this happen to you. The solution is simple. Find those that have a track record of success and have them tell you how to do it right!
This is why I’m producing the CX Success Summit.