It was an amazing contrast.  In the period of a week, I experienced the best example of exceptional customer service – and the worst example of horrendous customer service – in my recent history.  

On Thursday, my iPod Mini’s battery died after I’d only had the thing for six months.  I thought that maybe the battery had become dislodged somehow, and when I tried to fix it, I just made things worse.  At the Apple store in downtown Chicago, I expected to get my hand slapped at the so-called “Genius Bar.”  But after performing some diagnostics on my device, he smiled and handed me a brand new iPod Mini, no questions asked.  I was overjoyed.  On Friday, however, I noticed some dirt stains on my 1-year-old white couch.  Relieved that I had a stain-protection warranty on the piece, I called Stainsafe, the provider.  Stainsafe, after keeping me on hold for a full hour, rudely told me that dirt did not count as a stain (strange, I know) and that I was out of luck.  Then the rep hung up on me. 

These occurrences invoked such passionate feelings in me that I felt it necessary to tell everyone I know, including you.  That’s great news for Apple, who would obviously love to sell as many iPods as possible – technical flaws and all – and nothing sells product more effectively than strong customer word-of-mouth.  The company also wants people like me, an educated, 30-year-old working woman, to buy more Apple products.  Normally, this would be wishful thinking on Apple’s part, because my office life has turned me into a Microsoft junky.  It’s only going to happen now because Apple went above and beyond to win my brand loyalty.  

Stainsafe, on the other hand, made me mad.  The rep thought that alienating one customer wouldn’t impact the bottom line, so she didn’t care.  She blew me off without considering that I would tell my friends, family, and my readers happened.  I’m willing to bet that everyone who hears the story will likely think twice about purchasing a furniture protection warranty from Stainsafe.  This one serious lapse in customer service could result in not just one customer lost, but hundreds.

How does this apply to you?  Quite simply, in business, you should never take any personal interaction for granted – no matter who the person is, and what he does for the organization.  When it comes to your reputation at work, everyone’s your customer, and you must do what you can to project a friendly, helpful, mature, and professional image.  If you don’t, you never know who might find out, or what impact it might have on your career.