I've sometimes wondered why one company will have a great reputation with some people and poor or mixed with others.
The answer doesn't seem real simple, but it does suggest how important it is that every employee that deals with customers be on their toes every day. One bad day and you get a handful of people who and who are likely to share something negative in a forum like this, and while others say nice things, some potential customers are going to try elsewhere first.
Excellant customer service has to be an every day thing.
I'm currently dealing with a business that says most people think their service is excellent. Meanwhile they dropped a tree on one of my trucks and don't want to make it right. But they seem to think the fact most people like them means I should too.
They don't understand that my own negative experience with them trumps any stories I've heard from anyone else.
