Comments on: These aren’t the sunglasses I ordered – Mike http://campleadership.org/these-arent-the-sunglasses-i-ordered Idea Sharing for Camp Professionals Fri, 16 Nov 2012 19:45:09 +0000 hourly 1 http://wordpress.org/?v=3.5.1 By: Moose http://campleadership.org/these-arent-the-sunglasses-i-ordered#comment-546 Moose Mon, 03 Oct 2011 04:17:24 +0000 http://campleadership.org/?p=662#comment-546 Mike, I can relate to this post on every level. I have stopped going to certain restaurants due to service. I have increased my patronage to certain sites (Amazon and Zappos) because of their excellent service. In all cases I tell every one I can about the good, bad and ugly service I get.

Who are our competitiors? It’s not just local camps. It’s every company and business. Parents that contact your camp will consiously or unconsiously compare your customer service with all businesses they have dealt with recently. How long were they on hold? Was their issue resolved? How friendly was your registrar? How did it compare to the call they made to Marriott, Disney, their child’s school, Nordstroms? Was it better or worse?

It may not be fair that a parent compares you to Nordstroms. After all, you’re not in the clothing business. However, you are in the customer service business just like Nordstroms and other companies that parents deal with. Be exceptional. It benefits us to learn about how these exceptional companies deliver such quality customer service.

Thanks for the post, and I’m glad it turned out well for you. Now I’m going to go order my board from REI.

]]> By: David http://campleadership.org/these-arent-the-sunglasses-i-ordered#comment-268 David Mon, 14 Mar 2011 05:23:39 +0000 http://campleadership.org/?p=662#comment-268 I agree 100% with Mike on a number of issues. Everyone on the staff is responsible for our camp. It is the director’s responsibility to keep everyone’s focus on the whole camp. Also, social media is our friend as long as we keep the focus o the camp and our campers, rather than being right.

]]> By: Byron http://campleadership.org/these-arent-the-sunglasses-i-ordered#comment-118 Byron Sat, 15 Jan 2011 16:19:09 +0000 http://campleadership.org/?p=662#comment-118 Good post Mike. Glad to see they finally fixed their mistake. As you pointed out, mistakes are going to happen. They key to providing excellent customer service is how you respond.

]]> By: Howard Longino http://campleadership.org/these-arent-the-sunglasses-i-ordered#comment-113 Howard Longino Fri, 14 Jan 2011 22:33:20 +0000 http://campleadership.org/?p=662#comment-113 Great post on how to care for customers. It’s not just a camp imperative of course but what a great story to illustrate how sime mistakes may be handled well or poorly. The ability to surprise and delight isn’t a learned skill but it does require intentionality.

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