I had an interesting experience this week with customer service. I cancelled my satellite service. (It was DISH Network, whose slogan is "Better TV for all.") The short version:
I called customer service. I spent time talking to a guy who kept trying to get me to not cancel. He then told me he couldn't take my cancellation request. I then was transferred to a woman who told me her ID was, and I swear I am not making this up, "SUX." When she asked why I was cancelling, I explained it was poor customer service. She tried to get me to stay, but I kept insisting it was poor customer service. She then asked, ready for this?, if I had anyone I would like to refer to DISH. I explained to her I don't refer friends or family to a place where I receive poor service.
Last night, I got a phone call from DISH. Some guy in Texas wanted to know why I cancelled. I explained it to him and he said "Well, you shouldn't let two bad service experiences effect your decision." Needless to say, I now consider it three.
Some of you are thinking: "Has Jonathan lost it (more so than before)?" No. I had three bad experiences that stick out in my mind. That is about two too many.
How does this affect you? Your client's don't deserve any bad service. Sure, things happen. And when something goes poorly, you better get on the phone with the client and make it up to them ASAP. If a second thing goes bad, then you will probably lose the client.
Look, no one who is reading this offers some service or product so unique that you can't be replaced. As much as we want to differentiate ourselves from our competitors, there are 1,000 attorneys who can handle PI cases. There are 100 other insurance claims experts in California. There are tons of people who can set up a small business. You can be replaced.
You want to differentiate yourself? Providing excellent customer service to your clients will do that. Not everyone can provide excellent customer service. And the happy client will refer their friends and family. You can't make everyone happy in every situation, but provide your best customer service to all of your clients and good things will happen. (And happy clients don't file bar complaints!)
As for DISH, I think they should change their slogan: "DISH Network. Better TV for all, as long as you don't mind bad customer service."