Thursday, May 20, 2010

The little things make a big difference in customer service

In the past, when someone was unhappy with a business, they told 10 people.

Not anymore. When someone is unhappy now, they post it on facebook, twitter tons of followers, rail about it in a blog and visit a website specially designed for complaints that hundreds, if not thousands, of people see.

If you think that service has to be really bad for someone to get riled up, think again.

A series of little snafus can cause as much anger as a big one--the work order that doesn't go through, so the system crashes almost as soon as it goes up. Or the tech guy who doesn't know there will be downtime during the transition.

Or take doctors. At most offices, you sign your name and wait until called 10-15 minutes later.

The receptionist who doesn't look up, smile or even acknowledge your presence is taken for granted in healthcare.

Nevertheless, I left a dentist who ran late for one who doesn't. Quite frankly, the new dentist may not be as good as the old, but I don't care.

My time is as important as my teeth. When they say it will take 30 minutes, I can plan on spending 30 minutes there--and no more.

In the end, it's the little things that make all the difference.

For more information, please call Dell Richards Publicity at 916-455-4790 or visit our website at