My family and I were having issues with our television service and called our provider for assistance. After being placed on hold and conducting numerous tests a technician was dispatched to our home 12 hours later. Considering, this is not bad,
The following morning a technician arrives and conducts a battery of tests to determine the source of the issue. We speak for a few moments and without hesitation he returns to his truck and begins to replace every cable box we have. No questions, no further tests, nothing. More importantly, there was more interest in moving from my home to the next and just getting through the day. The technician illustrated little passion, little interest and little customer connection. This was simply a job.
Service providers have an obligation to perform higher than those with products. With a myriad of competitors the only line of differentiation is customer service. Customers are the purpose of business not an interruption. Remain attentive to customer retention or risk facing a power outage.
