The one thing that has gone out the window is good customer service. Well there are a few exceptions and I will talk about them later. Before everything went “to the net”, people would pay extra to make sure they got good customer service. People went to Macys (not me) since they treated their customers with better customer service. You paid a premium. Today I go to Target over Walmart since I get better customer service. I know I pay more but it is worth it in my book.
I goto to Publix grocery stores. They are cleaner and better customer service over their competition. Here is a true story (over all the fiction I write ). I went to my local Publix to buy some groceries. I could not find a particular type of canned bean. Not a big deal. I know they are more popular is the SouthWest part of the country and not here. I mention it to the assistant manager that happened to be standing next to me. He asked if I needed help since I looked confused. And I told him it wasn’t a big deal. Well I came into the store about 4-5 days later and the manager tracked me down to show me that they carry those beans on the shelf now (which I think is going over board on the customer service) and made sure I got a can. He didn’t want me to miss out on them. Now did he need to do any of that? not really. Am I a big spender in the store? nope, not even close. But he wanted to make sure I had great customer experience.
Now here is a company I always love to talk about when it come to customer service. They are the best in my book, hands down. USAA is an insurance company, a bank, an investment company, and who knows what else all for military members & their families. I was not in the service but my father was. I lucked out. When you call them up, no matter what person you get, you will never get “call 800-blah-blah-blah”. They hand you over to another person. No queues. No call backs. none of that crap. Not only do they hand you directly to another person, they tell the other operator what your are looking for, who you are, etc so the new person is in the know without you having to start from ground zero on each and every person. Here is a perfect example. I called up to check on my coverage of my car insurance. The nice lady helped with everything. And when it got done with her, she asked “is there anything else we can do to help you today?” and when I responded with I need some help with my home owners insurance, she got a home insurance person on the phone to help me. Full transfer. WOW. Then when I got done with that insurance I asked about the flood insurance, again a full transfer to another live person. When that person was done with me, I got transfer to another person for my banking. What normally would have been 4-5 calls to the 800 number, was one. Never having to tell them whom I was, or what I was looking for, the next person in the list of operators knew everything before they got on the phone. WOW, I mean freakin WOW! And to add more sweetness to the cake, each of them showed me how to do what I was having them help me with on their website so I wasnt tied down to waiting on them. Waiting? they are on the spot ready to go.
I will other companies would take the same attitude and make sure their customers have a great experience. They will stick with you even if you arent the cheapest.