We often hear customer service quotes about “great customer service” or “poor customer service” – especially in the media regarding ATT Customer Service and Qwest Customer Service, but we don’t hear very often “customer service was too good.”
Stanley Bing, wrote recently about his experience with Toyota Customer Service. For him, it was too good.
Bing is an avid Toyota customer, owning several Toyota cars himself. But, a recent purchase of a Toyota RAV4 made him rethink his relationship with Toyota.
You general manager congratulated me on my purchase. I was happy to hear from her, though her tone was a little ominous: “Our interest in your satisfaction is just the beginning.” she wrote. “We look forward to a continuing relationship, and it is our sincere desire that you remain completely satisfied.” This made me a tiny bit uneasy. Who can offer complete satisfaction in this life?
Next came the personal email from Ned, my salesperson, “Since you’ve placed your confidence with us,” he wrote, “everyone here at Toyota realizes that your satisfaction is the key to our future.” Really? I don’t want that kind of responsibility!
Of course, Bing is saying all of this in jest, but it goes to show how some companies could possibly go overboard. Again, it reinforces the fact that any virtue taken too far can become a vice.
For those who value great customer service skills, overdoing customer service might be one to think about.
I’m sure Stanley Bing will remain a Toyota customer, but he’d probably go without all the love and affection and rather be left to himself and his new car.