As I write this, I’m on hold with an off-shore call center for a major technology company – it’s my 4th call to them in the past 2 weeks, this one to cancel my subscription. It would take too long to describe the run around I received during the previous calls – suffice it to say that’s why I’m trying to cancel. This experience is compared to a call I had yesterday with Apple support getting help with setting up a new computer. One call, no run-around; one agent who promised to help me and spent the next two hours working through multiple problems to resolve all my issues. I grew up with Land’s End and Zappos, companies that did all their business online – with happy customer agents and excellent service. That’s why I like and appreciate Apple. And that’s why I am so frustrated and disappointed with those that don’t (and don’t get it), because once you experience excellence (and know it’s possible), you will never be content with mediocrity. Excellence can be achieved – with proper staffing and effective training, by letting employees be themselves, empowering them to take care of customers, and proving in everything they do that they truly value their customers. I’m on hold, waiting to cancel because of the service, not the product. Apple is a shining example (like Land’s End and Zappos) that customers can be thrilled with both products and service. There’s nothing more important that keeping your promises and providing excellent service. Every company is in the service business. Every leader is responsible for producing excellent service. Make sure you do that today.
Thomas Spencer Monson (1927 – 2018): American religious leader, author, and the 16th president of the Church of Jesus Christ of Latter-day Saints (LDS Church).
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