This year, I’ve had opportunity to experience customer service of varying quality. It caused me to consider more carefully the true importance of good communication in our interactions.
Most notably, I corresponded with two suppliers, negotiating what passes for a large purchase in our household. While one supplier offered several significant advantages over the other, either company could supply what I needed on almost exactly the same terms. However, I found one of them far easier to deal with and relate to. In the end, while I know I could have gotten comparable terms either way (through the more expensive company’s low price guarantee) I decided to do business with the one that seemed friendlier.