13 Nov A Lesson in Customer Service: Don’t Do What CBS Did to Dallas Cowboys Fans
I recently completed a business course called Sanera Camp (presented by Alicia Arenas), so I’ve got customer service on the brain. If you go to any workshop or class on how to get and keep customers, they discuss at length that you need to deliver what you promise and, if at all possible, go above and beyond what’s expected.
There are a handful of times, however, when you might not be able to deliver on your promise to your customer.
Your vehicle breaks down and you can’t make your appointment – You call your customer as soon as possible to apologize, and then do what you can to make it up to them.
You’re asked to film a television spot and need to reschedule – You call your customer as soon as you find out, apologize, explain what an amazing opportunity this is, and then offer some kind of freebie on top of the promised service to make it up to them.
A blizzard is expected to make travel impossible over the next few days – You call your customer to go over options and get them their promised service as soon as humanly possible.
Things out of your control happen, so you do your best to make your customers happy.
You don’t stop mid-way during a job and say, “I don’t want to finish. Goodbye.”
So here’s what happened today. CBS advertised that they were going to show the Dallas Cowboys vs Buffalo Bills football game. A football game has four quarters. In the third quarter, announcer James Brown came on air and said, “We’re going to move you to a more competitive game,” and CBS promptly yanked coverage from Dallas over to the Pittsburgh Steelers vs Cincinnati Bengals game.
Was there some kind of technical mishap at the stadium that prevented airing the Dallas game? No.
Was there some kind of weather event that caused the game to be stopped? No.
The Cowboys were finally winning big and pulling it together as a team, and CBS decided to pull coverage? In the middle of a game? CBS basically said, “I don’t want to finish. Goodbye.”
For anyone in sales or service, CBS gave an excellent lesson today.