When was the last time you….?

So now that I have your attention and you are wondering where this question is leading , let me give you some background. Recently, the CEO of Default Research Inc handed all of us a book to read entitled Raving Fans by Ken Blanchard & Sheldon Bowles. One of the points the authors make is that “Service is so awful customers expect to be abused.”

My question to you is this - when was the last time you had great customer service? If you are like me, you can’t remember the last time someone gave you great service. When did we begin to settle for (and expect as normal) rude clerks in stores or pressing buttons hoping and praying to get a real “live” person to talk to when we try to settle an issue by telephone? One state recently spent $173,000 on politeness training for some of their employees who are in daily contact with the public. Why does a state having to train its employees to be polite when it is a common practice ingrained into most of us since childhood?

One goal we have here at Default Research Inc is to make sure you get to talk to a “real live” person when you call during our business hours. We take time to listen and appreciate your concerns and try to answer them in the best possible way in order to help you meet your goals. We didn’t spend money “training” for this, but rather attempt to deal with our customers as we would want to be dealt with if we were on the other side of the line. We sincerely hope that, if someone would ask you when you last experienced great customer service, you would answer with our name.

Check back for the next When was the last time you…? article soon.