Customer Care In Tragic Times
Sad Day Here in Boston Folks…
In the aftermath of the tragic Boston Marathon bombings there is a dark cloud lingering over the city as our community tries to make sense of what was a senseless, heartless, maddening act of violence. Certainly the thoughts and hearts of everyone in New England and throughout our U.S. of A go out to the victims and their families. Personally, I hope those tasked with tracking down the attacker(s) are soon successful and justice is swift and the penalty severe.
If there’s a bright side to this shocking tragedy it is how the worst of times often bring out the best in many of us. That was certainly the case yesterday as Bostonians as well as countless individuals that had traveled in from out of the area for the marathon united for a common cause; to lend a hand and do what they could to help those in need.
Although it’s tough to make constructive comparisons to something so terrible, I was reminded yesterday of the connection to customer care. As I have written about, teach and preach to my clients, the true test of a business’ customer service fitness is not when things are going right but rather what is done when something goes wrong. Well something certainly went wrong yesterday.
With that in mind, I received the following message via email yesterday from one of my favorite ‘Pinnacle Performance’ companies, JetBlue, yesterday:
While it’s doubtful that any of us in customer service (and we’re all in customer service in one way or another) will have to deal with anything approaching something as tragic as the attacks in Boston, all customers have needs and it is how we deal with these needs, the empathy we demonstrate and the customer care we execute that makes all the difference.
Wishing You Well