Cool your jets: How one encounter can change your client’s perception
About a year and a half ago, my husband and I switched mobile carriers. We did it primarily to save money, as the one we were with was getting crazy expensive. We knew that coverage wouldn’t be as great, but we aren’t world travelers. So as long as we could text and surf the web within the 15 mile radius in which we live our lives, we didn’t care. We wanted to save money.
The actual plan was significantly cheaper. The phones, however, were not. And by the time you added phone payments, and taxes and services, our monthly payments were the same. This was not properly explained to me at the time of signup. Nor was it properly explained to me that at the end of our 18 month “lease” we would still owe quite a bit of money on our phones. On top of that, our data connection was poor and our phones consistently dropped calls even at our house. These little surprises made me angry, to say the least. But after a couple fruitless calls to customer service, I eventually just gave up trying to get solutions.
I read just the other day that it’s not the customers that are complaining that you need to be worried about, it’s the customers that aren’t saying anything. This is 100% true. I never even talked to a rep about the bad connections because I was so peeved at them for scamming me on price. I just wanted to pay off the phones and switch back to my original carrier. And that’s exactly what I would have done. Except…
Today I had to call customer service. And I was lit. The woman on the other end was very professional. She listened to my complaints. Some she was able to resolve, others she explained more thoroughly so they weren’t AS annoying as I had thought. She brought my anger down from a 9 to a 5 (since the insanity that was the 2016 presidential election, I can’t seem to get it down below that). I don’t love our current carrier. I’m not going to start recommending them to all my friends. But one interaction with a competent customer service rep got me to rethink my decision to leave, at least for the time being.
Readers, do not underestimate the power of one positive connection with a client. Every time you pick up the phone, send an email or type a text, assume that THAT is the interaction that could make or break the relationship with that customer. Also, keep an eye on those silent customers. The ones who aren’t interacting with your brand at all, who are placing fewer orders, who aren’t recommending you the way other clients do. Reach out to them and find out what you can do to turn them into brand enthusiasts.
Have you ever had an encounter with customer service or an account rep completely change your view of a company? Tell us the story in the comments below.