Comments on: Customers want the truth http://www.stevecurtin.com/blog/2012/06/27/customers-want-the-truth/ Memorable customer service...mostly. Sat, 11 May 2013 22:13:00 +0000 hourly 1 http://wordpress.org/?v=3.5.1 By: Steve Curtin http://www.stevecurtin.com/blog/2012/06/27/customers-want-the-truth/comment-page-1/#comment-3825 Steve Curtin Fri, 29 Jun 2012 19:13:00 +0000 http://www.stevecurtin.com/blog/?p=2776#comment-3825 John-Paul, thanks for taking the time to read and comment. My wife recently experienced a 4-hour delay at the airport in CO Springs. The airline gate agent was so ill-tempered and defensive that a small group of passengers (in order to add levity and pass the time) would direct other passengers inquiring about the delay to the surly gate agent. As the unsuspecting passengers approached the agent, the group found a perverse humor in watching the inevitable confrontation that followed. Rather than diffuse passenger frustration over the delay, she added to it.

]]> By: John Paul Narowski http://www.stevecurtin.com/blog/2012/06/27/customers-want-the-truth/comment-page-1/#comment-3824 John Paul Narowski Fri, 29 Jun 2012 18:41:00 +0000 http://www.stevecurtin.com/blog/?p=2776#comment-3824 Hey Steve, another great post with some valuable wisdom. 

I like what you said, “Authentic, complete, non-sugarcoated communication has the power to diffuse anger, create understanding and grow relationships between people.” – certainly true. Customers can tell when they are getting sugar-coated half-truths, or when representatives pretend not to know that a problem exists. I’m sure many of us have experienced this and it’s very frustrating.

In my business, I always encourage support reps to tell it how it is – politely. If it’s bad news, at least it’s honest, rather than a lie or shading of the truth. Customers appreciate that, and it lets them know that they can rely on you for accurate information. 

No product or service is perfect 100% of the time, and being honest about your weaknesses actually strengthens your brand, especially if you acknowledge the issue and provide a workaround. 

As you said, “it’s only when information is cryptic or withheld altogether that many customers will become less tolerant of service hiccups and take to social media or other channels to vent.” Most employees tend to want to please the customer, even if it means being dishonest about the situation – the customer usually finds out! Just be truthful, even if it’s not the best news. Then, try to solve the issue. 

John-Paul Narowski, Founder – karmaCRM

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