"It's got to be perfect" - Fairground Attraction (1988)
"Oh it's such a perfect day" - Lou Reed (1972)
"This is my perfect moment" - Martine McCutcheon (1999)
Unfortunately, we don't live in a perfect world! So, we can't expect that everytime we buy a new car, pay an electricity bill, get a builder to fix the roof, etc. that everything will go without a hitch.
The real problem, however, comes when we try to get things sorted out. In an ideal world, one phone call and email should get the matter sorted with a genuine apology ...and maybe even compensation for our troubles! If that happens, we are left with a nice, warm feeling and we will continue to use that company and recommend them to all our friends.
Probably the best company to deal with is one that does make mistakes from time to time but who deals with them quickly and efficiently and always makes sure that we are completely satisfied with their products and services.
Unfortunately, the reality is that we send an email and don't get a reply or we make a phone call and get put into the queue of a call centre. This then leads onto possibly lots of phone calls, emails, letters whilst trying to get the matter sorted.
Finally, we ask to complain and get put through to a supervisor or we just write to the Managing Director. They then get back to us and say they have no record of any phone calls or letters or emails being received and as far as they are concerned there is not a problem!
We then try to remember when we called, how long we were kept waiting on the phone, who we spoke to, how many times we had to ring, write, email, etc. Everything is just one blur because we foolishly expected that everything would get sorted out in that first phone call many months ago.
So what is the answer to getting complete Customer Satisfaction?
THE CONSUMER LOG!
With The Consumer Log, you just assume that something will go wrong with everyone you ever deal with! So you start logging every phone call, email letter ... and when it all goes wrong, you send the complete log of every event to the MD of the company and ask if that is the sort of service that you should have been receiving?
All you need to do is to register with the Consumer Log .... and start logging!