The Move Towards Better Customer Service

Over the past few months, I have been subject to some customer service encounters with various companies. While most have been good, one has been a total disaster. It seems that most companies are started to move towards better customer service. Companies are starting to realize that if they let the customer know that their business is appreciated — the customer will likely return for more business.

My encounter with Hewlett-Packard was a total disaster. In short, it began with me sending my laptop in for repair. After a lot of errors on their part, I ended up with a brand new laptop. The main problem was that from the first phone call to resolution was over thirty days. When it should have been no more than seven days. All of my HP issues can be seen here:

1-6 | 7 | 8

A recent run-in with Apple’s customer service in a local store ended with a huge surprise (a good one).

A run in with Starbucks Coffee customer service also ended with good results.

It is amazing to see how far good customer service can go. In a lot of cases it is the deciding factor on whether or not I return to a company. For example, after m HP issues, I will never buy another HP computer again. I am more likely to buy an Apple than I am to buy a HP Computer, and that is saying a lot.

Justin