So.... WHO the &$%#@! do I call?

A quick thought on customer service... Have you recently needed to contact your credit card company's customer service department?  I've found the challenge is not so much getting a real person on the phone (they've become much better at this as of late), but finding exactly how to contact them in the first place!  My statement lists a mailing address and a Web site, but that's about it.  How about a direct line to customer service?  Or maybe an email?  It's frustrating when I need answers now, not in 3 to 5 business days.  When phone numbers are listed, they often allow me to check my balance via an automated system but not speak with customer service.

Lesson here is be available to your customers as many ways as possible, chiefly in person.  Ever been to a restaurant where you ask to meet the executive chef or owner and you're told they are from out of state?  More than likely, not quite the answer you had hoped for.  I recommend you set up a phone number and email address just for customers to reach you and then encourage them to do so.  They'll appreciate the personal touch and find that you're available, not missing in action.

Cheers!

George W. Daye, III
Founder and President
BarServ Mystery Shopping Services
www.barserv.com