Mary Schmidt Marketing Troubleshooter

I recently got the following comment, from “N.P.” to one of my posts re BCC (Big Clueless Company) Comcast:

Quit your whining, you made a mistake, suck it up. Those contractors get paid by the job, not by the hour, so he went to your house to do his job to make money….and if he left doing what you wanted, he would have made zero dollars. Don’t blame Comcast for your mistake and don’t expect them to kiss your behind when you are at fault.

Of course, as I noted in my reply commment, “N.P.” missed the point. (Hmmm, wonder if he/she works at Comcast? Could explain his/her anger issues. According to Whois, the comment originated from a Comcast server.)

Then, I read “Why Bother?” by Seth Godin. Seth cuts right to the chase with:

Here’s the short version: If you try to teach a customer a lesson, you’ve just done two things:
a. failed at teaching a lesson
and
b. lost a customer.

Note that the incident Seth witnessed happened in a RadioShack. Think employee morale may have something to do with their “go ‘way” attitude toward customers? Naaahhh.

My lesson learned? Never, ever do business again with Comcast. Yes, indeedy, I’m put in my place! (and very happy with my DirectTV and Qwest DSL, for less than I paid for cable.)

Related Posts:
The Rant Factor Or Who Sucks Less?
Shaming Companies into Good Service

Have a service star or snafu story to tell? Email me!

Tags: Comcast, customer service, marketing, marketing troubleshooting, RadioShack