Customer service is such an important part of our businesses and we all know it. But when you think about it, do you think about the big interactions or all the interactions? If there’s a big problem and you remedy it, you are generally in good shape. But what happens when there’s a little problem. One of those run-of-the-mill, these-things-happen issues? I have a vendor who works for me (rather than a client). They switched computer systems which caused a glitch in my billing. While it was a minor issue, it took a couple hours on my part to get it resolved and I had to involved multiple people. I was not happy. But it got solved and the people were nice so I let it go. Then, that same switch caused a second issue. Again, not earth-shattering and something that if I put 30 […] Continue reading