Barney Gaylord wrote:
>
> At 10:26 AM 6/16/99 -0500, Charley Robinson wrote:
> >.... Why can't we focus on the GOOD things instead of dwelling on
> >the bad?
>
> Because the GOOD is expected to be the norm
I work in the "customer service" area (well, it is *all* customer
service but I am at the pointy end) of an ISP and I always impress upon
my team the old saying about customers who get good service telling a
few others but those who get bad service tell many - OK, I mangled it
but you know what I mean.
We are constantly trying to get our customers to COMPLAIN TO US when
they think something is not right (instead of just skulking off to
another service). Often it is an easily fixed problem that they have
suffered with for ages before saying something ONLY when it has become a
major hassle for them.
Australians are renown for NOT mentioning when they are peeved by bad
service... well, they don't complain to the service provider but they
certainly tell everyone else within earshot afterwards. This may be the
one GOOD point about tipping... at least it can provide immediate
feedback!
Mostly, with lists like this as with any newsy type communication... it
comes down to the old "DOG BITES MAN" versus "MAN BITES DOG" situation.
One is, as Barney says, expected to be the norm whilst the other
provides good discussion material. Maybe if we change attitudes a bit
and start raving about how much we WEREN'T disappointed by an experience
it would improve things all 'round.
I know how much our morale goes up at work when we get some good feeback
from a customer.
Praise can be a great motivator whereas with complaints being the only
feedback it can lead to the "bloody customers... can't live with 'em but
can't live without 'em" syndrome).
Ahhh, I feel better now (and yes, I really DO love my customers).
Eric
'68MGB MkII
|