Praise, as well as bitch

So many people with blogs now, that it’s almost guaranteed that a bad (or perceived bad) customer-service experience becomes a blog post. The whining is overwhelming, and often the blogger will wonder how DARE that company give this blogger a bad experience “I’m SO angry, I’ll blog about this for sure!!”

Really, I’ve no problem with it, but often these same people won’t give a second thought to praising a positive customer experience. I think a more balanced approach goes a long way towards credibility.

Recently, out of nowhere, my beloved Canon DSLR lost its ability to process colours properly. A call to a (very friendly) customer service person later, and my camera was headed for an under-guarantee repair at the national service centre in Toronto.

Along with the invoice and RMA information, I included a hand written note saying “Please process quickly, I’m heading off on a trip soon – thanks in advance for trying!”..

Within 3 days (not counting travel time), my camera was repaired/cleaned/aligned and on its way back to me.

I like to praise even more than I like to bitch, so thanks Canon Canada, for the quick turnaround.

Some would argue that it should always be fast and mutter something about the fact that we shouldn’t be surprised by good customer service, but at the end of the day, this was a good experience, and I wanted you to know about it. If your blog is nothing but a bitch-fest, maybe you could try attempting to project a more balanced view?

Photo: Sensor go boom, originally uploaded by Bob Goyetche.

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2 Comments

  1. Morrie says:

    As a “Service Centre” guy, I’m sure they appreciated your note. Everyone bags transport systems (train, bus and ferry) so whenever I hve a good experience, I email and say thanks, and they usually email back and say how much they appreciate the messagE. That from a Govt department. It’s nice to be nice.

  2. Ric Dragon says:

    Bob; you’ve got to check out this post from Claudia D’Arcy…

    It shows how a company can respond to positive feedback as well as negative. And do it well.

    http://www.dragonsearchmarketing.com/blog/social-media-fail-equals-success/

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