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On a Quest for Good Customer Service

For example, it has always bothered me when an organization gives its best deals to its newest customers. Recently, my bank ran a special promotion for new customers. The new customer could get $100 for opening up an account. When I questioned my ability to cash in I was told, “No, because you are already a customer.” I asked the manager if I left the bank and came back as a “new customer” if that would qualify and was told, “No, that would be bending the rules.” I don’t know about you, but does that seem a little bit off? Is the bank putting more focus on new customers than old ones? Do the new customers get better service, as well as the special deals? Where does that leave existing customers?

As most of you know, we have been looking for a new home. Just recently, we looked at a Pulte home model, and talking to the representative we told her that we were looking for a first-floor master. Her response was, “Everyone is looking for those; we just don’t build them.” I had to stop and question myself; did I really hear what I thought I heard? For the record, I checked with Janice and our realtor, they heard the same words I did. Now, if everyone wants something built and you are a builder, then maybe building it would be an example of good customer service.

The recent airline incident is another example. A passenger who paid money for a seat was asked to leave and then escorted off the plane because a crewmember needed that seat. How is it fair to remove a customer that rightfully purchased his seat to make room for staff? Needless to say, that is the epitome of bad customer service.

Unfortunately, stories like these are prevalent in today’s environment. It is not in one industry or in one market demographic. It can be a hundred-dollar issue, a thousand dollar issue, or even a situation with hundreds of thousands of dollars at stake.

As always, we are interested in your feedback. If you have a good customer service story (or lack thereof), we would love to hear about it.



This commentary on this website reflects the personal opinions, viewpoints and analyses of the Gainplan LLC employees providing such comments, and should not be regarded as a description of advisory services provided by Gainplan LLC or performance returns of any Gainplan LLC Investments client. The views reflected in the commentary are subject to change at any time without notice. Nothing on this website constitutes investment advice, performance data or any recommendation that any particular security, portfolio of securities, transaction or investment strategy is suitable for any specific person. Any mention of a particular security and related performance data is not a recommendation to buy or sell that security. Gainplan LLC manages its clients’ accounts using a variety of investment techniques and strategies, which are not necessarily discussed in the commentary. Investments in securities involve the risk of loss. Past performance is no guarantee of future results.

Categories: Gainplan Facts, Industry Ideas

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