Why do the loudest complainers always get the best customer service?

Angry scottfmurphyI experienced some really kick ass customer service this past weekend at the North Michigan Avenue Apple store.  Why?  In this particular case it wasn’t because I complained loudest – although I’m sure that would have netted me the same result – it was because I knew someone that worked there and she gave me an inside tip.  While I was sitting there having my camera lens replaced on my iPhone, I started to think about why the great service I received wasn’t the norm.

Why do the loudest complainers always get the best customer service?

Why isn’t that level of customer service just the norm.  A perfect example is the notorious Comcast – their general customer service absolutely sucks, but if you scream bloody murder on Twitter, they tend to act a little more quickly.  I guess what I’m suggesting is wouldn’t we all be a lot more satisfied as consumers if every company went the extra mile BEFORE we get all fired up?

What are your thoughts on customer service?


Promotion is a reality people! Accept it or move to a shack in the mountains.

I recently read a tweet from someone I have a lot of respect for, granted it was a re-tweet from someone else.  The whole thing has been sticking in my mind for almost 2 weeks.  The message was:

“Folks on social media want to talk to customer service and product experts not Marketers.”

Blanket statements like this drive me absolutely nutso.  The fact is, promotion finds it’s way into almost every facet of our lives, it goes where we are.  There’s no denying it, there’s no controlling it.  The best you can do is accept it and try to make it into something that people might be interested in.

To say that people participating in social networks don’t want to be promoted to may be true, but that’s like saying marketers shouldn’t be on TV because people only watch TV for information and entertainment.  What is TV like without promotion?  Look at CSPAN – have you ever watched CSPAN?!?!?  I would use public television as an example, but even public television has elements of promotion.

I think everything has to be balanced, the company I work for does a very good job of balancing promotion with entertainment, expertise and customer service.  I think a lot of companies struggle to find that balance.

The best advice I can give: keep it personal and transparent.