The title does sound somewhat entitled, and snooty even, but please bear with me. I speak from a multitude of recent experiences that has had me picking at my voluminous but sparsely populated noggin (whether of the keratin or grey matter variety, I leave to your gentle conjecture!😁), and gnashing my already well-worn enamel.
Having been a part of the Customer Experience realm for close on 20 years in an exacting industry like the financial services, has honed my BS radar and quite woefully lowered my threshold for plain old bad service of any variety. That’s not to say that I will ruthlessly judge a service provider for delayed service or even providing a pot of tepid tea (the latter though, will depend largely on my then caffeinated state of well being! Tepidophobia is a thing and is quite devoutly and unashamedly a part of my prized anxieties!)
I am speaking of a consistently poor stream of delivery, for instance in the provision of a good or service which, by its nature, is conveyed over a period of time. The caveat is not in the mistakes that can occur – to err is human and all that jazz. Plus, reliable research* has shown that customers tend to remain more loyal to a brand where they have experienced some issues but where the service recovery was substantive, timely and focused. More so than even with places where they have not yet undergone a service breakdown. No, the caveat is not in the faux pas occurring; it is in the dismal failure to even genuinely attempt to fix things. An apathetic attitude is the icing on that poison toffee apple. Too many times, processes are formulated with no attention to service recovery protocols. That is a death blow to repeat business and as we all know, the pie is only so big.
I feel 3 Kgs lighter after that blog post (‘rant’ just sounds guilt-ridden which brings with it its own …. weight (‘burden’ just sounds even weightier!) And since ‘slender body’ and ‘good hair’ days are few and far between after 40, I’m going to go with this being a thoughtful study in the “benefits” of being discerning 🤓
Khudai pe-aman – (may you grow, glow and prosper, or just simply maintain your status quo for now. Until we meet again).
*Reliable research: opinions gleaned not only from the nerdy ramblings of academics or the corporate savvy presentations of management consultants, but from the life experiences of yours truly. That i do promise you with all my heart – to wax (and wane) eloquent with the utmost honesty until death…or just the digital milieu, do us part!
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