You’re so right John — hard either way, but much harder at scale. I’ve actually got a post coming up in a few weeks on cultural change.

Thanks for commenting!

Bad customer service is not only confined to large companies it also applies to medium and small companies. The difference is it is far easier to change the culture in a small company. All it needs if the leader to set the standard and ensure it is complied with. In a large company it takes the whole management structure to buy in.

The race to save a buck bankrupts customer service on every level.

Thank you for your comment Any! There are certainly many large businesses that provide real opportunities for small businesses to win through better service. What is amazing to me is how many small businesses don’t provide a level of service that allows them to take advantage of this dynamic. Sound like that’s not the case with your organization — so kudos!

Then small compaines like me come along and take the customer and offer them good old fashioned one to one customer service.

Exactly Derek! They might need some TLC for awhile, but those customers are still a great opportunity to make customers for life. Thanks for stopping by!

Send all those jaded customers my way. I’ll take them. It might take a few “sessions” to rid them of their past experiences, but I’ll take a few beatings in the process if my patience and persistence turns them into lifelong customers.

What a sad tale Tim. We’re doing our best around here to change the ending!