You bring up a great point with your story. Companies can get lost when they on a single metric — for instance, hold time — and can lose track of the total experience. Hold time is easy to measure and quantify; the quality of the call is more difficult. Not sure if that’s relevant here, but it could be. Your experience wasn’t what you wanted, even though the hold time was good.

Great comment Chase — thanks!

I was on the phone with my Internet provider the other day and stuck in that special “hold for the next available rep” loop for only 2 minutes. But when the rep came on the line, they rushed through everything, got my problem wrong, and then hung up. That led to me having to waste time calling back and explaining what happened the first time. I would’ve gladly spent a few more minutes on hold for a better support rep.

Yeah, looks like a lot of bark and not too much bite from Isaac as far as Florida goes. My thoughts go out to Louisiana.

No doubt, sincerity is paramount in all service. You can read all of the bullets on the infographic but if you don’t care (and show it), it’s all for naught.

Stay dry today!

I blew my computer up so I’ve been essentially down for two day; I’m surviving, but you know how fast that stream runs.

Good, actionable items but on top of all of it, do it with sincerity; show that you care and it goes a long way.

Stay dry; maybe it will just be more water than wind.

Thanks Jayme. I thought it had some great lessons!

It would be a cool pin. I’m not on Pinterest (hangs head is social media shame). The illustrious Mrs. Gini sent me an invite, but I couldn’t figure out what other social channel I was willing to dump for pinning.

I’ve been on CommentLuv, since day one. Why don’t you switch? Usually it works.

P.S. Thanks for using comment love, although it’s not working today, just noticed. Darn.

Hey Davina, I agree. The more hoops you have to jump through with loyalty programs the greater the chance the cards or applications are just going to sit in a drawer.

#9 is interesting because there are a number of other studies that show that “things” don’t matter to us as much as experiences. Your anecdote is perfect, because I think with a wine bar or coffee shop, as long as the product is good enough, it’s the service and environment that really make it work.

No question about #1 – time is money, but it’s all relative. If I’m getting a better deal w/ better service, then yeah – it’s worth a little more time. Which ties into #9 – just had wine/card night w/ friends and it was mentioned that it’s often the company, the experience that’s made a bottle of wine special, just as much as the flavor. FWIW.