I’ve talked before about dealing with bad customer service. I’m all for being vocal when you have a truly negative experience.
But I’m trying to make a more conscious effort to also write companies about positive experiences.
Customers rarely write in with happy comments. Just think what a nice change of pace your comments will be to the customer service rep and, when it’s passed on, to the actual store’s employee(s).
More importantly, I do it because it’s important to recognize good service.
Yes, it is employees’ job to provide a positive customer interaction. But let’s face it: A lot of them are really putting in the absolute minimum effort.
Why not applaud really good service? The acknowledgment could really make the person’s day. It will also encourage the employee to keep up the good work. In a way, you’re helping future customers.
Still not convinced? Fine. (Meany-head.) But you should know: Some companies reward positive comments. Not as often as they react to negative feedback, it’s true; but it does happen.
Back when Mr. Clean Magic Erasers first came out, I had just become an apartment manager in a very dirty building. I used the erasers with great results, and I told the company so. It sent me some coupons for Mr. Clean and some other products.
(By the way, I used Magic Erasers recently to get the grime off bathroom walls. I barely had to apply pressure. I love those things!)
When all is said and done, I’m not really doing this for potential freebies or discounts. I’m doing it so that I’m not always the angry customer. It’s bad for the soul to only write negative things.
A manager at Red Robin got a positive review when he took it upon himself to apologize for a bad experience that we hadn’t actually complained about. We asked for the check when our food hadn’t arrived after 30 minutes. He came over, apologized, comped our drinks and appetizer, and gave us a $40 gift card.
Once we got home, I dashed off an email so that Red Robin knows what a good job he did.
Similarly, there was an exceptional worker at Smashburger. He was congenial enough at the register that I noticed his service. Later, though, he engaged us in conversation while wiping dow a nearby table. It was a small thing, but it stuck with me.
I hope that those comments get back to the employees themselves — for morale and, yes, my karma.
Do you guys ever write to companies about positive experiences?