Bender Helper Impact

I’m not a daily coffee drinker (tea for me, please), but if I do partake in some java it’s usually in the “coffee disguised as dessert” category. Thus a recent trip to the nearby The Coffee Bean & Tea Leaf for a Mocha Ice Blended drink.

Ready to enjoy my beverage, what I instead digested was not up to par with other Ice Blended drinks I’ve had.  This one was watery, had little flavor, and was akin to drinking a coffee-colored slushee.

Figuring I didn’t get what I paid for, I wrote an email to the folks at The Coffee Bean & Tea Leaf, nicely expressing my disappointment in my recent purchase.  A few days later, a customer service representative, Katie, wrote me back.  Her friendly email expressed her concern, that she would share my experience with her team, and if I’d like to get a certificate for another Ice Blended to “make up” for my recent experience.

Katie’s email reminded me how important good customer service is.  We want to be recognized if we have an issue with a company’s product and know that we are being heard, as well as know the company is continually working on improving.

I wrote back to Katie, thanking her for contacting me and the generous offer for a complimentary drink.  More importantly, my confidence in the company actually increased.

In the world of PR, we agonize over every decision we make – and 95% of the time rightly so.  But if we remember the golden rule (treat others as we’d like to be treated) - we’re likely to get the results we strive for in our profession: a public that thinks well of the clients we represent and turns to them for their services time and time again.

[Follow Angela: @AngelaLapre]