Tuesday, May 28, 2019

Top Notch Customer Service Still Reigns Supreme

In the past 48 hours I've had the BEST and WORST customer service experiences.  On Saturday, I walked away ----or should I say I DROVE away from Enterprise Sales----in a new car due, in part, to the outstanding customer service interaction I had with the sales team.  Meanwhile, on Monday I walked away from Burger King determined to let Corporate know how dissatisfied I was with one of their managers.  What set these individuals apart?  Attitude and a genuine enthusiasm to make the customer happy.

Saturday experience:  I can't say enough GOOD things about the way I was treated.  Charles, who worked with me initially on determining what type of vehicle I was interested in, was patient, kind, knowledgeable, courteous and personable while offering absolutely no hard sales pitch or pressure to buy.  Mike, one the of the managers who help with the financing, found a way to make me laugh when MY patience started falling short.

Monday experience:  I can't say enough BAD things about the way I was treated by Mike at the Burger King drive-thru window when I ordered a croissant sandwich before work AND when I returned the half-eaten sandwich because of its horrible taste. (My complaint was that the sandwich wasn't fresh, fast and flavorful like they advertise.  Oh, it was FAST---too fast.  That's probably why it tasted so bad because it was cold and it looked like it had been prepared hours ago.  When I returned the sandwich I discovered Mike was also the manager who seemed like he was having a bad morning---but that wasn't my fault.  He did offer to make me another sandwich to which I declined but he offered no apology and no refund.  (Of course, you know I took the survey to express these sentiments).

Here's my point:  Businesses who invest in quality customer service will attract loyalty and referrals from those loyal customers.  A well trained, positive customer service team will make their company the best version of itself.  Employees/managers who can communicate effectively with customers will always come out on top and people like me will sing their praises.  On the other hand, nothing matters when you offer poor customer service to someone like me.  You not only lose a customer but you may lose more business once the word gets out (like in the blog post) and you could even lose your job.

Customer Service Matters!

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