We have all experience incidents of very good and very poor customer service. We would like to hear your stories. These will be included on the web sit from time to time. While you may use specific names . They may be changed here for confidentiality purposes. Please Send Us your Story >>

An introduction that will never be forgotten … The individual employee is a reflection of your business. How he acts or treats the customer directly effects the customer’s perception of your business and whether they want to continue to do business with you. The Moment of Truth is the transaction of a good or service. Based on these transactions the customer forms his perception of the support he has received and what he expects.

I was calling a lawyer friend of mine the other night, at his office. I knew he would be working late. It was just after 5pm. I dialed his number and was greeted with the following from his receptionist. “ This is ABC Law Offices – our hours are 8am – 5pm – What do you want?”

I was absolutely dumb founded to the point I said thank you and hung up. If I had been a new client my reaction was to never call them again. I did get a hold of my friend later , told him and told him what happened. I am not sure what happened to the receptionist, other then she doesn’t answer the telephone anymore.

Burlington Ontario

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