The first instance is with a spiritual group that I have been a member of for 28 years. When I joined, I truly became a raving fan of the organization. Over the years, it has been waining - not because I don't believe in the fundamentals of the teaching, but because I am no longer in love with the way I am being treated as a "customer" of this group. To put it another way, I feel that I am just being taken for granted. There is fuss made when new people are interesting in joining but a lack of support for those who are long-time members who serve this group.
My second instance has occurred in the past several months. I moved to a new town with my two dogs (Rosie - boxer/blue heeler and Tasha - black lab) and two cats (Paka and Ellie May). I didn't have a vet so I picked one in town that offered free initial exams. I figured it was a good way to tell if I'd like them and my dogs needed a vaccine.
During this first visit, I noticed that I was being charged for services that I didn't want - upselling without my permission. The exam was free but in addition to paying for the vaccine, they were trying to add a page full of other services they would add to the visit. I had to request that these other services not be performed - first red flag.
One of the vaccines needed a booster dose so I brought Rosie and Tasha back in after a month. They got their boosters but then I was charged for a wellness exam. Did they just have one. They explained that they require that the dogs be examined before every vaccine. In addition to the exam, they were trying to add other charges and upsells and once again, I had to be careful to check off these additional services that I did NOT want. Second red flag.
Two months after this second visit, I received notices by email and snail mail that Tasha was due for a wellness exam. It was a laugh out loud moment - three wellness exams in less than four months! Red flag three and strike three in my book.
But it was serious in that Rosie developed a small tumor on the side of her face. I didn't want to take her in to this vet, not trusting them to be honest with me. I was feeling that they were all about the money and that I had to enter their clinic with my defenses up.
There is a Petco in a neighboring town that I popped in on, asking about local vets. A woman there suggested a vet that was more my style (one who puts the animals and their owners first) and then recanted her own bad customer service experience with my now former vet.
There are many ways to create raving fans for your products and services. The first step is caring for your customer. This means, understanding your customer's needs, doing your best to meet those needs and having their back if anything goes wrong.
The last is most important for me as a customer and I have tried to do my best in that area for those who purchase from me. I replace or refund customers when the post office loses their packages, which happens a couple of times each year. The packages eventually arrive - sometimes months later. When they do, I tell the customer to keep the item or pay it forward. It is a small gesture but one that not everyone does to protect and care for their customer.
Raving fans trust. Raving fans give support back. Raving fans are proud to tell others. I want raving fans and I want to BE a raving fan.
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