02 Jan 09 My New Year’s wish

We all have wishes and I only have one for this year and that is the return of some decent customer service / support at companies. With the economic downturn right now (just because it is a new year, doesn’t mean its not a problem anymore) and seeing stores like Linen ‘N Things, KB Toys, Circuit City and other retailers go poof, other retailers must be wondering how they can set themselves apart from “the rest” and have us, the consumer, come into their store and spend money.

A prime example is a new airline that launched towards the end of 2007 called Virgin America. Not only are their prices competitive ($61 one way to SF for MacWorld next week and you arrive at the International Terminal as opposed to one of SFO’s “older” terminals), but their customer service both at the airport and over the phone have been rock solid. If my job takes me to SFO or LAX, I fly with Virgin America. It is the same reason why I will do anything to avoid American Airlines. I fly AA from SEA to JFK a few months ago and the flight attendant spilled a drink all over my lap. Thankfully I was in a window seat and the flight was long to where my pants were damp / dry by the time I got off the plane. However the flight attendant didn’t even apologize. She didn’t say sorry or offer anything (not that I was expecting much) other then an angry look that I made her job more difficult.

Lets not forget post sales support either. Companies like Costco and Nordstrom have great post sales support. Have a rip in your pants, bring it back to Nordstrom. The vacuum cleaner hose has a rip in it the size of a small orange 18 months after you bought it at Costco, bring it back to Costco. These are companies that are still doing very well through this economic downturn. You’d think that Nordstrom would be losing business as if it were todays rage but they aren’t.

So that’s my New Year’s wish, I hope that 2009 will mark the return of good customer support/service into the world of buying consumer goods.

Tags: customer service, customer support, life, traveling