How two lousy customer experiences ended differently
Kevin F. Clune, CLP
I have had two personal experiences lately that both started disastrously.
- When I sought a routine cell phone upgrade from the company we’ve been with for 20+ years the representative succeeded in making 2 + 2 complicated and I walked away empty handed and wishing I was with another provider.
- Just days after that experience I received an invoice for renewal of my auto insurance. I was shocked to find that the premium had risen dramatically despite the lack of claims. Before I could contact my agent, she called me to alert me to a mistake in the premium calculation. She apologized and assured me that a lower revised billing was en route.
How do these different experiences apply to the lease finance business? Is there room for improvement in our customer experience? How does Clune compare to our competitors? These were some of the questions that swirled in my head.
I assure you that if any of our representatives make 2 + 2 complicated, I want to know about it. Everyone makes mistakes, just like my insurance agent. She earned and keeps my business because she corrected it and made good.
Call anytime,
Kevin F. Clune, CLFP
Clune & Company
