Despite one man’s backwards antics, good customer service remains the good business standard, even online.
He told the Times, “I’ve exploited this opportunity because it works. No matter where they post their negative comments, it helps my return on investment. So I decided, why not use that negativity to my advantage?”
As it turns out, poor customer service is always a bad thing. And it’s just good practice to take care of people, especially those who impact your business. This goes for your online marketing component as well.
Most cases of poor customer service may not be as extreme as those described by the eye-wear merchant’s customers. But they don’t have to be. A good rule of thumb: if it’s important enough for someone to bring it to your attention then it merits consideration.
Original NY Times piece: