Seth Godin, Customer Service, Feedback
Seth Godin had a comment about restaurant service.
Seth,
I really like your blog. it is interesting, has varied topics and has a lot of recent information.
I challange you. Every time you make a company specific complaint, that you must have tried to tell a decision maker at the company before blogging about it.
I think this only makes sense because at least you have tried to tell them directly so that they can change. In the case of CNN, I doubt it, but at least now its on them and they will blatantly know they are ignoring direct feedback from customers. Also, maybe this will help you out by improving their service.
Are you up for it?
Related posts:
I guess the question is, “what’s a decision maker?”
Who decided to ruin the biscotti at Starbucks? Who do I call?
Who decided to run the Apple iphone launch the way they did? Do I need to talk to Ron Johnson personally?
Seth Godin
18 Jul 08 at
Well for me recently, I notified the manager of the restaurant I was at yesterday of the service that I wasn’t satisfied with. All of us at the table made comments to each other about it, but no one wanted to say anything to the manager. I feel that a disservice is being done by the customer if we have complaints like this and don’t do anything to let anyone know. How do we expect this to change?
For CNN I made a comment on their “Contact Us” function on their website. For CNN thats about all I know to do. I don’t see it as a conquest to tell the CEO or all the shareholders every time, but I see it as more responsible than being passive about it because at least a motion has been made.
Sean
18 Jul 08 at