Tuesday, June 19, 2007

How Great Customer Service Can Overcome a Really Bad Product

I use my cell phone a LOT! I use it for business. I use it to stay connected to my friends and family. I use it to check email. I believe that my cell phone is one of my most important tools.

Needless to say when my samsung cell phone started dropping calls I was worried and upset. I mean how many times can you tell your client that you really are not trying to repeatedly hang up on them.

All I really wanted to do was to smash the dang thing or quit using ATT/Cingular or whatever they are calling themselves these days.But instead I got Phillip Trammel on the phone. My lucky day...or maybe more truthfully ATT's lucky day.

Phillip did EVERYTHING right. He took ownership of my problem. He started problem solving and made sure I got a new phone. But that was just the beginning. He promised to call me back to see if that solved the problem. "Yea right" I thought. I will never hear from him again. Boy was I wrong. He called as promised and when he heard that the phone still didn't work he tried a new sim card. He promised to call back to see if this solution worked...it didn't...but he did call back. I am on my third phone and he is set to call me again in a couple of days.And I know he will call.

Here is the interesting thing. Although none of his solutions worked, I am willing to stay with ATT. Why? Because someone cares enough to make sure that my phone WILL work. Even if I found a new phone service I wouldn't have Phillip...and I want him on my side

Do you do the things that keep your customers loyal?

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