Interesting observation day

ByMike McBride Reading Time: 1 minute

Interesting observation day. I had a bunch of errands to run today, mostly involved with ordering stuff for a holiday party my wife and I are having next weekend. I had interaction with 3 different people who I needed to get help from. All of them were extremely helpful, and nice and went out of their way to talk to me, explain what was what, help me figure out what I needed, etc. The very opposite of what I’ve been experiencing with tech stuff lately.

So my question is, why? Why is that getting good service from tech support is so freakin’ hard, but getting good service while you’re standing in a store is so easy? Is it the sales aspect of it? Tech support isn’t there to make a sale, so they don’t treat you the same? Is it the difference between being there in person and being on the phone or in email? All of these are bogus reasons in my mind. They may be true, but they shouldn’t be, good tech support is very important to future sales, and with technology the way it is, you should be treated the same online, or on the phone, as you would be in person. Bad customer service can come back to haunt you in too many ways now.

What do you think?

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