2 comments on “Customer Service: Missed Opportunity

  1. I think that no matter what business you are in, it becomes natural that as your business grows, you have to find ways to become more efficient. There’s nothing wrong with that. Efficiency is one of the keys to good business. The problem occurs when we allow efficiency to cut out our relationships with our customers. We forget that people would rather do business with other people that they have relationships with and we give them “canned service” instead. One example of this is the “canned response” like you received. It’s not always going to be a deal-breaker that’s going to cause you to do business elsewhere, but then again, sometimes, it probably will be.

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