@uHaul_cares: A Sample of Brilliant Customer Service!
Okay, so if you follow here regularily, you know that I usually blog about all things online in a marketing sense, and yes especially in the SEO world. That said, two weeks ago or so, I blogged about the absolutely terrible experience my wife and I had in trying to order some wings etc. for dinner from our local Waterdown WildWing restaurant, as we’d done before.
This was a horrid experience, and yes I did blog about it here entitled “What Bad Customer Service Costs:WildWingSucks.ca” as as you can most likely tell if you know me, I did try to present a balanced and fair viewpoint on what happened, and what I expected to happen after same. Yes, I did buy the domain www.wildwingsucks.ca and yes, I did populate same with selected reviews of the WildWing restaurant chain’s stores across the country and what other Canadian consumers had to say about same.
As you will note if you look I picked the ones that showed just how bad the service was – and a cautionary note here – we like the wings/food very much. It was the absolutely god-awful service and then reaction to our customer complaint phone call back to the store to try to resolve the whole mess. That was not a good experience.
And yes, every day I went to Twitter and FaceBook and Linkedin, my BIG 3 social media sites and let everyone know what a horrid experience we’d had and many many of you nicely agreed and commented too.
What’d we hear from the company itself? Nada. Not a single email, phone call, nothing at all, till yesterday….13 days from that bad experience event day and 11 days from when I created the wildwingsucks.ca site that has had 4,988 unique site visitors who’ve spent time reading the reviews I selected. Note, I’m saving the full reporting of the emails back and forth and will blog about same after the conclusion of this whole bad customer service issue!
Seems to me that this took WAY too long…and here’s an example I just found an hour ago or so on Twitter…and wanted to point out what I think is TOP NOTCH EXCELLENT customer service. Disclaimer – I know no one involved here, either the customer who’s complained on Twitter nor anyone at uHaul_cares either.
As you can see, a uHaul customer named Rick Young from our own #HamOnt community posted a compliant about poor customer service at a local uHaul location at 9:25 am this morning.
7 minutes later – from Phoenix, Arizona, whomever monitors Twitter for uHaul_cares found the complaint and responded. THEY ENGAGED. They asked for more info and gave up an email address to the customer. Now…that IS customer service!!!
Do I know what happened? Nope. Do I know if the uHaul local store messed up, really? Nope. Don’t know anything about the issue…but what I do know is that uHaul stepped up and is trying to rectify same. That I know. And that as a consumer I appreciate!
THAT is customer service in the new millenium. THAT is the kind of company that I want to deal with. THAT to me is the best ever type of referral for me to file away in my brain and think of no other firm in that moving & equipment & boxes & truck rental category – ever! uHaul, I’m yours!
Good Luck Rick in getting things straightened around…but judging by your own final comment on that thread, you too were impressed!
Just like we all were!Google