Customer service the right way

Previously, I wrote a post about our e-fax provider and how painful and silly it is when they have to go through a giant litany of scripted attempts to keep you as a customer.

Here’s a contrasting experience.

After 10 years with DirecTV, we decided to save some money and consolidate our internet, phone and television signal under Time Warner.

I expected the same sort of runaround. But instead, I had a friendly, helpful, almost touching experience canceling my DirecTV service. Their rep, Misty, was understanding, funny, and utterly charming.

Of course she tried to keep me as a customer. But her approach was thoughtful and genuine, and not scripted. In the end, she realized they couldn’t compete with the package our cable company was able to provide. So she created a reasonable, non-defensive transition for me. No crap. No whining. No blaming. Just pleasant and helpful.

That goes a long way toward building DirecTV’s brand and means I’d happily reenlist if they meet my needs in the future. And here I am, unsolicited, telling everyone in earshot that they were wonderful. How much advertising and PR would they have to do to achieve that kind of result?

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