When Good Service Goes Bad

I was on a business trip recently and my host was so wonderful. He was polite, he offered to carry my luggage.  He offered me a drink and offered to get me something to eat if I was hungry. What wonderful service.

Sitting in the car, I expressed concern that the weather in New York would cause problems with my flight home. “Don’t worry,” he said, “we’ll get you home.” Then he went on, “we’ve never not gotten someone home, we’ll make sure you get home.” 

I appreciated his optimism but unless he controlled the weather and the airlines, there was nothing he could do to guarantee his promise.

Sometimes, in an effort to offer great customer service, a rep or an agent will say yes to everything, not because the answer is yes, but because they are trying so hard to please. This is not actually good customer service, this is just being nice. Excessively nice. In some cases, they will give answers that they are not qualified to give or make offers they are not qualified to make…all in the name of customer service. And how often do we hear stories of a salesman or account manager making promises to a client without checking with manufacturing or the people who have to do the work to see if the promise is even possible? The result in all these cases is always the same: bad customer service.

Good customer service is not always saying yes and is not promising the customer whatever he or she wants simply because they ask. Good customer service is being honest, never promising what you personally can’t deliver and then going out of your way to provide the best possible option.

What makes good customer service good is the surprise that you were able to provide a better outcome than expected, not the disappointment that you couldn't do what you promised.

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Comments

[ray ban wayfarer]

You're the type of person that will ALWAYS find SOMETHING to nag about. And you are worse because you blog about it too!

[Herve Leger]

Very cool idea. I think I will have to try this one. I just love the "It's the Little Things" line. Thanks!

[Services Press Kit]

Thanks to give me these type of information

[Ralph Lauren Hoodie]

I think no cusumers like bad services, and definitely, the business man will have to avoid this.

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Is he not the celebrated author of The Dynamics of an Asteroid, a book which ascends to such rarefied heights of pure mathematics that it is said that there was no man in the scientific press capable of criticizing it?

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Everything goes around... And good evil will become bad good sometime

[Jordan Shoes]

If there were less sympathy in the world, there would be less trouble in the world. ( O. Wilde )

[marketingconcept]

There is always a plan B if ever plan A doesn’t work if ever there is a problem on the business matters. It is really impressive if you were able to gain success despite the fact that you were able to encounter problems on the business.

[Womens Sandals]

It is not enough to do good; one must do it the right way. （John Morley, British statesman）

[MATT_B_]

...forgot to mention that I came to this article because it was tweeted by Dave Ramsey, who I respect greatly, but after reading this article I will not be returning to read more. #fail

[MATT_B_]

Your opening example ruined the point you were trying to get at. The guy said they'd make sure you got home.. I didn't hear anywhere that he said a specific time or a specific mode of transportation, so it is very likely that he would be able to follow thru on his promise and a great possibility that he has came thru for every one of his other clients in getting them "home". I'm sure you could've used a better example or put more detail into the example since it was the essence of your whole article.

[Change Name]

When good service goes bad, it is not a good sign. People will tend to loose confidence on the kind of service a company is providing. It must be in mind that service to the costumers should be given with at most efficiency. Nothing good will happen if cases like this are reoccurring.

[Peter Paluska]

Excellent points, Simon. Good customer service is often confused as just being overly nice and agreeable. It's not about that at all. Companies have to be realistic at the same time. I think the "under-promise, over-deliver" strategy is still a sound one.
Thanks and happy weekend!

Peter

[Marius Skardžius]

Well, i could agree with Tom! Simon sounds "naggy" sometimes! haha Also, I do believe this characteristic is good. How? Naggy costumers make difference, they blow winds of realism for sleeping services, they give more power to changes! There are no perfect services, people are not perfect, there are great changes to make it better.

[Sue]

Tom - You're the type of person that will ALWAYS find SOMETHING to nag about.

Simon, thanks for sharing your insight. I indeed find it frustrating when someone says 'yes' when the true answer is 'no'.

[Wayne]

Under Promise, Over Deliver.

[Tom]

You're the type of person that will ALWAYS find SOMETHING to nag about. And you are worse because you blog about it too!

(you are what people call a "negativist".)

[Christophe]

Hi Simon,
You are Right about your analyse. The point is what ever could be your own level of profesional behaviour you are submited at the level of liberty allowed by your management. As usual stairs should be clean from upstair...
Thanks a lot for such clever and realistic words.
Chris. Montréal Canada.

[CFDs]

When good service become bad, surely customers will pull out and doesn't want your service anymore. This scenario is what every business is avoiding. We have to make sure that we meet the demands of our customers. I really like what you pointed out that we have to give service more than what our customers is expecting from us. I am indeed inspired. More power.