Thanks Ryan! I agree with you, a lot has to do with how we process negative information. The lessons from the experience can quickly be overshadowed.

Great post. It’s true, blogs like this is more about the education and how we can improve the customer experience and customer support. Unfortunately we’re wired in a way where if we hear a negative story about a company we automatically view that company negatively regardless of the lessons behind it. We have to learn to look past that and figure out how we can get better at customer service/experience.

Would love to hear it Michelle! And thanks for thinking of us.

Hit me up via email when you are ready. 🙂

I’ve been there too, Adam!

I’ll have a guest post for your consideration soon, after my poor Valentine’s Day experience at a pricey restaurant that came highly recommended. No names, of course. 😉

Thank you Patricia 🙂

It’s nice to hear that you have experienced a lot of good service lately! I think you and Adam make some good points here. Customer service is changing in a positive way, and companies are seriously competing on the field of customer experience.

On the other hand, the customer experience is largely affected by the perceptions of both the customer and the service provider, so someone else’s interpretation of an experience may not match your own.

The kung fu grip comes out on Thursday — even though it will be invisible. This one was pretty blatant, and in the end, I have to thank the company because this was one I thought deserved to be public, and it really forced me to evaluate and solidify my thoughts on calling out companies here.

For a blogger, it really is a personal choice. Obviously, with the customer service focus here, I’m concerned it could open the door for a tone that I do not think moves the conversation forward. Ironically, on the very day, I was writing this post, I received a submission via my contact form that was one sentence and accused a major retailer of discrimination because security followed her around the store. Obviously, the person who sent it was a bit out there, but it was a timely reinforcement of my decision and the road I want CTS to stay on.

Have a great day Kaarina!