The Other Kind Of Customer Service

Reactive customer service waits until something is broken. We leave it up to the annoyed customer to go to the trouble of finding us, contacting us, and then seeking out an apology and a solution.

Reactive customer service waits until the customer discovers what has gone wrong. It’s hard to blame the customer for waiting. It’s his choice, and he makes it so.

But wait. The reactive customer has other options. He’s willing to try, to explore, to learn, to connect, to be patient. He wants to see what’s broken, what’s possible, and he wants to fix…