Yesterday I wrote about a great customer service interaction with our phone provider Qwest. I will update that post with more information about what has happened, what is going to happen and how it all works out. In the meantime however, I wanted to take a moment and write about follow through.
You see, the tech came out and checked and we have a bad drop from the box at the corner of our property to our house. So he ran a new temporary line. About 2 hours later I was contacted by the contractor that is going to run a new underground line to the house. I no more hung up from that call and Steph from @TalkToQwest sent me a DM through Twitter. The purpose? FOLLOW-THROUGH! She wanted to make sure things were getting resolved. When she found out we needed a new line, which will take some time given they have to locate underground utilities, mark them, dig, run line and test she apologized that it couldn’t all be resolved today. No problem – I understand what it takes to run cable, been there-done that type of thing. But the follow through. Amazing.
Oh yeah, I was also thanked for the post yesterday giving props to the Qwest team and their service on this issue. That was unnecessary albeit welcomed and impacting.
So how about it. Do you follow through with your customers? Even if just to say hello or to check and see how things are going? Why or why not? Should you?

