Make it easy to say thank you
Over the past few days, I’ve had to contact a number of Customer Service and Tech Support groups, and I had not one but two glorious experiences, one to restore to life an uncommunicative printer and another to get seat assignments on four overcrowded holiday flights, for five people on three reservations. I heaped thanks, which I hope sounded as genuine as I meant them, on the two support people I worked with, a man and a woman, both with accents that suggested outsourcing.
And then I hung up, with the little glow that good service bestows on the receiver. And I wondered what I could do to let the powers-that-be know how wonderful those two individuals were. I don’t think I can do anything, especially since I only know their first names, which may well be stage names anyway. I might get a survey on my experience (I doubt it since it’s been over a day and I have not gotten one yet) but otherwise there’s no way I can express my gratitude. It seems like a lost opportunity, especially since I am a frequent flyer and a registered user for the respective companies, so I am no anonymous feedback giver.
If your customers want to say thanks, do you make it easy for them?