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“Stop worrying about users and start crafting amazing experiences for humans who interact with anything from your digital products to pulling the handle on your front door.”
- Jesse Friedman Screen Shot 2014-10-22 at 5.46.38 PM

Shining a light in the dark alley of poor experiences

In a world where ordering a coffee comes with a side of haughtiness. Where pizzas are ordered through apps so we don’t have to interact with people.  Where getting off your train at the wrong stop is some how a risk worth taking over having to ask the conductor a question, there is hope.

My hope for truly great customer service is still alive in a select few companies. I’m proud to say that every single Happiness Engineer I work with at Automattic shines a light in this dark alley of poor experiences. Of course, I’m biased, but trust me you’ll know it when you experience it for yourself.

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While I couldn’t talk about great customer service without mentioning Automattic, I do have another person/company I’d like to talk about.

photo.jpgI’m lucky to be able to go to Herb Chambers Honda of Seekonk for service and I’m proud to call Scott Birtles a friend. Scott is the General Manager at HC Honda and for the last 8 years he’s put my experience above anything else.

I’ve purchased several cars from Scott and have been in the service bay dozens of times. Whether it’s an oil change or major mechanical service Scott makes sure that everyone you interact with at Herb Chambers provides the best of the best in service.

I think all too often we expect great customer service, fall victim to the lack of it, and take it for granted when we do get it. For this reason I wanted to take a second to highlight an individual who continues to impress me and everyone could learn something from.

 

 

 

One comment on “Shining a light in the dark alley of poor experiences

  1. Thanks Jesse, blushing right now. I love what you wrote about me.
    Scott

    Liked by 1 person

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