I’m sitting here at a local coffee shop working and I can’t help but overhearing the relatively loud conversation going on across from me. There are two gentlemen swapping customer service stories.

One bad, one good.

I’m fascinated by the details and descriptions.

Story one:
The gentleman is a war veteran who is a little hard of hearing and was having a terrible time getting help with a password situation on his computer. The lady was not understanding of his hearing imparment and had no patience in explaining. He’s definitely perterbed.

Story two:
This gentleman bought a coffee maker not unlike the Tassimo machine I won a while ago. He brought it home and got all set up to make his custom coffee. Then, to his disspointement, nothing came out. So he tried everything he could think of and then finally decided to call the manufacturers number. Over the phone he was told the problem with the machine couldn’t be fixed and that they would send him out a new machine right away. Then, the lady on the phone told him she’d be sending out a bunch of free coffee too. Boy was he impressed!

This conversation went on for about 20 minutes.

Don’t think your customers are not telling stories about you. They are. Make sure they sound like Story Two!

p.s. To the two gentleman at Black River Coffee – I hope you don’t mind me sharing your stories!