We all have tales about feeling frustrated as unhappy customers, and the question for me is how to go beyond whining and moaning – and then defecting to another vendor – to offering advice to the offending supplier so they can restore our confidence and fix the issue. Hopefully not just on a one-off basis for us, but systemically. Sometimes the issue has to do with the attitude and behaviour of the people, sometimes it’s a policy problem, and just as frequently it’s a systems one.
I’ve written before about good and bad experiences of mine, and here today are some more stories, the first of which I was told about by a friend who, knowing I write on this topic, cried on my shoulder about his miserable experience at a coast hotel. Like me, he also consults on customer-friendliness, and that makes us the more frustrated when we are not treated well, knowing how much better things could be – for the benefit of both parties.
