Good to Great!

There was a well known business book written several years ago, called Good to Great.  It was about companies that were not only successful but had raised the bar on what it took to meet customer’s expectations and still be very successful.  It was a remarkable roadmap for how a company can succeed and still deliver what it promises.

​I mention this book because recently, I had, what I can only describe, as the WORSE customer experience I have ever had and it was with a very large company that prides itself on customer service.  Microsoft has more or less cornered the market on software operating systems and I, for one, had always been a loyal customer.  Those days are numbered for me.  I won’t go into the details but after many hours and still no good resolution; I’d say we’re headed for a divorce.  But the jury is still out.  Why should you care about my horrible experience with Microsoft?  Well, for one, I am a consumer.  Every interaction I have with other companies informs my decisions about how to treat you as an Island Contessa customer.  We’re in the middle of making some changes to the website to improve your shopping experience and make CERTAIN that we do everything we can to live up to your expectations.  Yes, my business is smaller than Microsoft so I can be more nimble, but this is a classic example of where big is most certainly not better.  I will never leave you unhappy.  I will never be unresponsive and I will work tirelessly to earn your loyalty.  You have my word on that.  After all, if you’re in business, isn’t that the least you can do?

Lori