It used to be when someone screwed up in customer service, they made that customer mad. Perhaps that customer would tell a few friends, but not much else would happen. You pretty much got away with it. Haven't things changed.
Nowadays, an angry customer can tell the world. If his story is interesting, he tells it well, and it rings true -- one customer's bad experience can become what everyone knows.
You've heard about the guy who tried to cancel his AOL account and recorded the call. You've also heard about the guy whose techie from Comcast fell asleep while on hold with his own office. Read about both in the New York Times: AOL Said, 'If You Leave Me I'll Do Something Crazy'.
Could a blogger who's one of your donors do this to you? Are you absolutely sure that your front-line donor service people are giving flawlessly wonderful service? You'd better make sure.
Technorati Tags: fundraising, donor service, AOL, Comcast
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