Both customer service and word-of-mouth are so important, no matter what size your business is. And in this social media age, it’s more important than ever.
It’s been a while since I had a rant here but I’m back, in true whingeing pom style. It’s been a bad lunchtime. First, I went for a well overdue eye test at a North Sydney optometrist who shall not be named (yet), and while I expected them to try and persuade me to buy glasses from them (it makes good business sense), I did not expect them to try and claim their printer wasn’t working as an excuse for not giving me my prescription. Yes, I do fully intend to take it somewhere cheaper and I have every right to. I spend good money on handbags, not spectacles!
Now, while I could give them the benefit of the doubt because their printer might indeed be broken, I don’t buy it. They could have written it down for me, right? Would I like to come back in again tomorrow, at my inconvenience? Sure. Customer service fail.
Already in a bad mood and feeling diddled, I went to one of my favourite food court lunch places with a colleague. I’ve been getting wound up here ever since they employed someone new who is really stingy on the salad front. I’ve even been known to hang back, hoping to get the more generous server, but it never seems to work for me. I always get Scroogey McSalad and look on while my colleague gets twice as much food for the same money. Not anymore! It’s happened one too many times and I’ve decided I’m never going there again.
I’ve also come back to the office moaning about the optometrist to anyone who’ll listen (not necessarily because they want to) and my 2,500 Twitter followers. And if they continue to not give me my prescription, I will name and shame them. Watch this space.
It strikes me that in this age of social media, word-of-mouth referrals (or otherwise) are more important than ever. When I have a good experience I am just as likely to tweet it to all and sundry, and the smart companies have replied, thanking me for the shout-out. Word of mouth marketing for them and good customer service to me. Everyone’s a winner.