The question: “Why Customers Go Elsewhere?” remains timeless, even in the digital age. Unfortunately, many businesses fail to deliver on a simple premise: Take Care of the CUSTOMER. This applies to every individual, whether or not he or she has regular, direct customer contact.
In a memorable Seinfeld episode, Jerry and Elaine are incredulous as the customer service representative from “Worthy” Car Rentals informs them that her company has no mid-size cars available, despite the fact that Jerry has reserved one. The exchange becomes heated when Jerry exclaims “you know how to take the reservation…you just don’t know how to hold the reservation.” The customer service representative discusses the matter with her supervisor and offers Jerry a compact size vehicle instead, which he accepts. The scene ends as Jerry agrees to take full insurance on the vehicle, informing the agent that he will be sure to “beat the hell out of this car.” [Read more…] about Here Today. Gone Tomorrow…Why Customers Go Elsewhere In A New Economy