What good customer service looks like

I don’t let many strange men into my home, but this morning I received my first Peapod food delivery in a while. As usual, they were precisely on time, had everything I ordered, and the delivery guy was fun and friendly. I always contrast this with Comcast, the other place that frequently sends strange men into my home – they tend to be gruff, impersonal, independent contractors who don’t seem to care much about showing up at any particular time or really about my life at all.

Whether it’s Comcast versus Peapod or something like In ‘N’ Out (awesome service) versus McDonald’s (barely service), I blame the companies for creating that culture. I blame the strategists, the management, and the front-line people all. They do a terrible service for their brands. And conversely, the people with awesome front-line service that have a corporate culture of being awesome do a great service for their brands – here I am praising Peapod on a Sunday morning.

This is also why I think online customer service efforts like @comcastcares are fairly lame. Sure, it’s nice that they do it. But when a guy tracks muddy boots in my place and doesn’t give a crap about me, who cares what Comcast is doing on Twitter? Same for an airline that tweets me updated flight information but then greets me with a nasty, unhelpful person at check-in and charges me $25 for a simple bag. And anyone else too. Social media is about “social” and “media” – and most socializing still happens in person.

Share and Enjoy: These icons link to social bookmarking sites where readers can share and discover new web pages.
  • email
  • LinkedIn
  • TwitThis
  • Facebook
  • Reddit
  • Slashdot

This post was written by:

Mark Drapeau - who has written 225 posts on Dr. Mark D. Drapeau.


Contact the author

Comments are closed.

  • Popular
  • Latest
  • Comments
  • Tags
  • Subscribe

Search this website

Post Archive