Doing Better Isn't Optional. It's a Choice Some Companies Have Stopped Making.
Here's today's cautionary tale, and it happened to me.
A Comcast/Xfinity technician worked on the pole outside my home in the Ranch Estates and installed the wrong type of splitter. In the process, the cables running into my house were destroyed. Internet, cable, phone -- everything went dead at once.
First call: "There's an outage, should be fixed in 3 hours." We waited. Nothing.
Second call: "Actually, there's no outage." We explained that everything in the house went out simultaneously -- clearly not an inside issue, clearly something they broke outside.
Their answer? First available appointment: 12 days out. Twelve days to fix a problem their own technician caused, on the same visit, before he ever left.
After roughly 40 years as a customer -- going back to when this was Jones Cable -- I'm now doing what a lot of my neighbors already have: looking at my options.
Here's the lesson for every business owner reading this: your product can be great, your marketing can be dialed in, but if your customer support drops the ball when something goes wrong, none of that matters. People don't remember the outage. They remember how you treated them while they were stuck in it.
Do better. Answer honestly. Own your mistakes. Fix what you broke -- quickly. That's what earns loyalty, and that's what a website and SEO can never buy for you. read more