Saturday, March 11, 2006

It's all about the "last mile"

In yet another fantastic post over at I Will Teach You To Be Rich, I learned all about the "last mile" of customer service. Basically, the last mile is the final bit of interaction you have with a company before you each go your merry ways: i.e. Dealing with a cashier as you check out at a supermarket or arranging for a return of a product you ordered with the company's customer service representative.

As it turns out, the last mile is unbelievably crucial when it comes to leaving people with a positive (or negative) feeling about your company. If a last mile interaction is positive, you may very well create a walking, talking billboard for your biz, and if its negative, you might end up with something like this.

I really think this whole discussion is seriously right on. Without realizing it, I've pledged my "never again" credo to a number of companies that I've had negative last mile experiences with and likewise, my never ending love and devotion to those companies that just really have it all together. I know that most of us are way past "the customer is always right" sentiment, but this is actually a really good reminder about the importance of really following through (in business and in life) and remembering that our last impressions are...well...usually the most lasting.

2 comments:

Anonymous said...

Is it just me but is paper bride down? Tried to get onto the site but it said Server Not Found...

jenie said...

you're so right about that last mile. i am amazed how many large companies (and a lot of small ones) just don't get it. YOU give great service, I am pleased to vouch. :)