I'm back to my favorite topic of customer service again because of this post on The Consumerist.
In it, a gentleman named Deepak praises Southwest Airlines (that's right, praises an airline!) for its response to his recent flight from Seattle to Oakland, which was turned around and sent back to its starting point because of a fluid leak. The letter he received explained fully what happened, apologized profusely and offered a $175 voucher as a make-up gesture. Wow... if only all companies had this customer service thing figured out...
Re: Good customer service...
Indeed this is a story worth spreading around. This is precisely what happens when good service is extended. Word gets around and new customers are enticed and existing ones reaffirm loyalty. On the other hand, poor customer service or indifference also results in the word getting around and new customers put off and old ones choosing alternatives.