Adventures in Customer Service

January 24, 2008 at 2:51pm By: Mr. Wilson Posted in 625 Elm Street

I’ve written in the past about some poor customer service experiences. Here is a recent good experience.

For various reasons, The Missus and I are re-evaluating our insurance coverage. One thing we swapped was our car insurance. Formerly we were with Geico. We didn’t have any problems with Geico, but we found a better (read: cheaper) deal elsewhere. When The Missus called, the telephone rep was courteous and she came across as genuinely disappointed to have us leave. But here’s the kicker—she didn’t grovel or mope or kick into high-pressure gotta-get-them-back mode. She said, basically, “we’re very sorry to see you leave, and we wish you the best with your new company”. A couple days later we received a letter confirming the cancellation of our service. The letter, too, was written in a “sorry to see you go, we wish you the best” sort of tone.

I really appreciate that Geico didn’t launch an all-out assault to try to beg us back, and they didn’t try to make us feel like we had made a poor decision. Quite the opposite: they made us feel like we had made a good decision. Now, that might seem backwards to you, but I think it’s great. Rather than leaving Geico with feelings of doubt, uncertainty, confusion, and even anger, I’m leaving ... pleased. That’s exactly what they want. Because when it comes time to review my insurance options in the future, one of my first thoughts will be “Those Geico folks sure were nice…”.

Have you had a good customer service experience lately?

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The Comments

Gunscribe November 19, 2006 at 12:53pm

Don’t be bashful Mr. W. call out the name of the errant photo shoppe lest one of us that read your blog should unwittingly darken their door with a roll of film some day.

Mr. T November 19, 2006 at 4:15pm

And which Hy-Vee was it of curiosity?

Mr. Wilson November 20, 2006 at 1:47am

Gunscribe—I held off on naming the business because they still have the opportunity to make things right. In fact, The Missus spoke with the manager today. We’ll see what happens from here.

Mr. T—The Williamsburg (40th and Old Cheney) Hy-Vee.

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