It’s too bad that I am excited when I get a good customer experience – but the truth is, it’s just not the norm.Â Usually it takes days to hear back from a company, if I even hear from them at all.Â Kami contacted me right after my first really angry post about Time Warner – she called me on a Saturday morning.Â Just to let me vent.Â We’ve since actually met, andÂ we get along wellÂ – although she knows I’ll continue to post when TW disappoints me. (Rob reminds self – I haven’t had a Time Warner issue in a couple months, and I should note that!).Â But am I more understanding of the challenges Time Warner faces in servicing so many unique customers now?Â Sure I am.Â It won’t throttle my posts, but it will ensure they are fair.
HEB called me just a day or so after I complained about their radishes being nasty.Â I was already a happy HEB customer.Â They made sure I stayed one.
Scrapblog is a very cool site – but they have one thing that annoys the heck out of me, and keeps me from using the service.Â I used the online form to leave feedback and I got an email back from Carlos, one of the founders, just minutes later.Â I won’t go into details on the issue, because for most people it is petty.Â Try Scrapblog – it is very, very cool.Â It’s even more cool that the co-founder monitors the customer issues as closely as Carlos does.Â I haven’t bitched about my petty issue with Scrapblog because Carlos makes me LIKE Scrapblog.Â By responding to me.Â Quickly.Â And by caring what I think.
Customer service isn’t always about solving customer issues, but it is always about caring about them.