Service Snafu: “Cream of the Crap”
My friend, Scott Westerman, recently wrote a post re a supermarket and its “just about right” service. It’s worth a read as we can all identify with (and learn from) it and it’s laugh-out-loud funny. Here’s the money quote:
“Just-about-right” means that if the service was any better, the analysts would complain about wasted expense and it’s unfavorable impact on profitability. If it was any worse customers would be so pissed off they wouldn’t shop there.
…Walmart has made billions refining this philosophy. You expect minimal ambiance and marginal help at Walmart so you can save a few cents on your Cheetos. Service there is “just-about-right.”
In the days when there was no cable and only three TV networks, ABC’s Fred Silverman coined a similar concept called Least Objectionable Programming. Yeah the show may stink, but it doesn’t stink as badly as everything else that’s on, so you still get market share without having to pay extra margin points for excellence. If the show’s laugh track chuckles more often than you do, but you still watch it, the program is “just-about-right.”
The least mediocre alternative makes you the “cream of the crap.”
I’d consider Scott imminently qualified to talk about customer service, since, as regional VP, he’s busy turning around both the reality and perception of Comcast’s service here in New Mexico. In fact, that’s how he and I met - he found my posts on my horrid experience with the company and emailed me. Now, that’s a guy who knows customer service!
P.S. I’m planning on moving back to Comcast one of these days soon, which is amazing considering how I felt about the company. All thanks to Scott’s personal attention to the “little” customers like me.
Related Post: The Rant Factor or Who Sucks Less
Tags: local touch, Comcast, customer service, Scott Westerman
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