Two Sides Of The Customer Service Coin
Today my family received two very different messages from two separate companies. I had to write about them and share them with you here, because the two experiences could not have been more polarizing.
The Bad Experience
My wife received a phone call from a representative at the Canadian Imperial Bank of Commerce (CIBC). We have a couple of banking products with them, and they called to check up on us and see if they could sell us anything else. My wife said that we were fine, and that we didn’t need a loan, credit card, or line of credit, thank you very much.
The CSR asked if we had a VISA.
Yes, we do.
But that VISA is in your husband’s name, isn’t it?
The CSR continued that my wife should really get a VISA in her own name, just in case I ever decide to leave her and my children.
Let me repeat that. As a sales tactic to get an existing client to add an additional service, a representative of one of the largest banks in the country actually suggested that a client’s husband might abandon her.
The Good Experience
A couple of months ago my son, age 4, drew a few pictures of a Super Mario Brothers game that he though would be fun. He asked me to send them to Nintendo of America so that they could make the game for him. We wrote a short letter, gathered up the pictures, and then mailed them to Nintendo of America.
Today, he received a letter back from Nintendo. The letter was quite long, and it commented on the quality of the pictures, how much they liked his idea for a game, and a few other very nice things. To complete the letter, they said that they were very proud that their work had inspired my son, and went on to suggest that if he worked hard, that maybe someday his work would inspire others. They also included a few Nintendo trinkets as gifts for him.
So in one day – in a time span of about three hours – my family was hit with two very distinct messages from large multinational corporations. One, CIBC, shared a threatening message of despair and pain. The other, Nintendo, shared a message of thanks and hopefulness.
Which of these companies do you think we feel better about in our household? Who would we rather deal with in the future?
And what about you? What message are you sharing with your customers? Are you scaring them into making a purchase? Or are you leading with a positive message? Are you the doomsday company, or are you inspiring your customers?