Rachel Lyubovitsky, formerly of SaaS and now a Co-Founder of the start-up OnTimeWorks, Inc. (where she is also CEO) recently authored a post via LinkedIn Pulse on helpful tips to avoid a customer service disaster. While the posting does not have a precise PR orientation, I do believe us flacks can use it both as a means of educating ourselves to an extremely important component of our client organizations and also to understanding how a bad customer service experience can swiftly derail even the best PR campaign.
In her post, Rachel comments:
Amazing business offering can only go so far without the customer service behind it. Virtually every person has experienced poor customer service at one point or another in their lives whether it was from a bank teller, cable company phone representative, or at their neighborhood bagel shop. Some customers will shrug & keep going while others will choose to take their business elsewhere.
When a large company is at risk of losing a customer, it has ample resources to try to cajole that customer back or to get more clients. Smaller firms may not have the luxury to take either approach. Without consistent quality of service, no matter how good the offering, customers will leave and competitors will capitalize on this opportunity. Nowhere is great customer service more impactful than in the on-demand/SaaS space where it is so much easier for dissatisfied customer to leave.
She then notes it is much easier to avoid being in such a situation in the first place and offers some tips on how organizations can do something about it. I also think us flacks can easily see how her quote can impact our PR efforts.
I invite all my colleagues in the PR industry to read her post (click here
) and take her suggestions to heart.