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Author: johnmoni Big gold star, 5000 posts Old School Fool Add to my Favorite Fools Ignore this person (you won't see their posts anymore) Number: of 127815  
Subject: Re: Ric Edelman Date: 3/21/2002 8:04 AM
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"What in the world are you attracting to yourself? Sheesh."

Catherine,
All I'm expecting from a service provider is for them to stand behind their word. Are my expectations too high? I can't imagine that you, as a broker, would say one thing to close the deal, and then change the terms at the last minute, would you? But unfortunately, that happens all too often.

Now don't get me wrong, I have a number of absolutely excellent, long-term relationships with service providers. Example: until he retired recently, my parents, and my family as I got older, had a 30+ year business relationship with our auto/home insurance agent. This guy's picture should have been in the dictionary next to the phrase "customer service." He was honest, ALWAYS available (I called him once on business travel from 500 miles away and he helped me), and never tried to sell us something we didn't need or want. I went to grammar and high school with his kids and going to see him, was like speaking with my Dad. Well, the disappointing thing is that the guy who bought his business, can't hold a candle to the "old man." His interpersonal skills are terrible, he isn't very available, and as long term customers who barely ever filed a claim, we get a barely acceptable level of customer service.

The difference is that the new insurance guy and his firm, and the car dealer I mentioned, all shout from their web site, and advertisements about the "customer experience", and how "we're in this together", but when the "rubber meets the road", their words are shallow. The "old man" didn't have a billboard advertising his vision and goals, and a fancy office and all that crap. He simply sat at his little desk, with the same old furniture he'd been using since we knew him, and provided the best service I/we ever got from anyone. So, to take this back to the original point, if you wonder why I advocate a "healthy skepticism" when dealing with the service industry, is because overall (I'm generalizing from my experience) my interests aren't at the top of their list in a business deal. I ask you as a service provider, are my expectations too high????
johnmoni
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