I recently had two very different experiences with brands. One exceptional (hello, Las Vegas) and one so bad that I can hardly believe they use this tag line in their e-mails: “Customer service is not a department… it is an attitude.” (Yes, H&R Block, it’s me again, hoping you will step up and do the right thing this time.)
Let me explain. Here at AHA, we recently submitted a proposal to be named the Canadian PR agency for the Las Vegas Convention and Visitors Authority. We knew that there would be quite a few agencies that wanted this gig and we needed to stand out from the crowd. We developed a Canada Loves Las Vegas teaser campaign to engage the interest of the team reviewing the proposals. We approached several Las Vegas-based businesses for fun items to deliver along with cheeky little love notes from us to Las Vegas. I can’t tell you how incredibly helpful, open and responsive these small businesses were – not to mention that their products are spectacular. Their customer service was so good, it was like they became a part of the AHA team. Each one of the businesses listed below (with links to their websites) is one I would recommend without hesitation. They could write the book on customer service.
- Enchanted Florist – They delivered fabulous flowers for us.
- Distinct Impressions – They delivered delicious white chocolate-covered strawberries for us.
- Caked Las Vegas –They delivered the incredible custom cake that you see in the image for us. (Get it? We sent a proposal with the cake.)
In another part of my life, I am assisting my 71-year-old stepmother with an issue with H&R Block. They made a mistake on her tax return that has created a huge amount of frustration for her – and has cost her a tax refund of $3,200. They have been giving her the runaround for close to a year. I stepped in to help and was pleasantly surprised to get a quick response to an e-mail that I sent to H&R Block’s head office and the PR agency. It was a phone call from the area manager where my stepmother had gotten her taxes done. I immediately sent him over 60 pages of information, documentation and details about the issue. And then… nothing. It went silent.
A week later, I followed up with him and he e-mailed me saying he was hoping I would wait a few more weeks because it’s tax time and he wants his staff to focus on clients. Really? My elderly stepmother is a client. I thought: “Customer service is not a department… it is an attitude.” How does this response live up to your e-mail tag line?
I can’t think of two more extreme examples – excellence from the people of Las Vegas and an epic fail from the people of H&R Block.
While there is nothing better than having AHA share your news with the world (hello again Vegas), there’s nothing worse than having a daughter with PR and social media expertise protecting her mother from an uncaring company.
I hope you will be hearing more from me about how fabulous Las Vegas is as a tourism and convention destination and I know you’ll be hearing more about my issue with H&R Block.