Our Mom’s not a crier. She’s kind, hard-working, helpful, thoughtful, volunteers at a local clinic, reads books, cooks, and gardens. She is not technically savvy. She does not cry.
Best Buy made our mom cry.
Is it any wonder reports of their slow demise litter the inter webs?
Trish – in the Geek Squad – at the Champaign, Illinois location. I’m not redacting her last name to be polite. I just don’t know it. If I did, I’d include it, along with her home phone, address, social security number, PIN #, blood type and known allergies.
After years of good customer service with Geek Squad – and a very pleasant and apologetic follow-up from someone else after Poopface Trish brought my mom to tears – it only took one bad experience for mom to tell me and for me to tell you.
Appropriately, I’m delivering a talk on Tuesday to one of my client’s company meetings about what it takes to perform legendary customer service.
Guess what little anecdote I’m starting with to put them in the right frame of mind?
But, what my client may not yet know, is that legendary customer service has a whole lot more to do with the employer than the employees.
As Roy used to say, “A fish stinks from the head down.”