Recently, I stopped promoting a specific service provider. I had a few people ask me why.
Here’s the deal: I won’t endorse a product, service, or person that I don’t really believe in. See, what I thought was going to be a great experience (based on the recommendations of other prominent people who used this service), turned out to be a long, drawn-out, less-than-satisfying experience.
It’s not a complicated story. I paid to have a service completed. The service was finally partially completed, about five weeks late. While the deliverable was excellent, the customer service experience was poor: lost emails, long amounts of time between responses, questions unanswered, and I’m still missing a part of the deliverable. At this point, I’ve asked for a partial refund.
What makes this story unique though is the fact that I hung in there with this service, simply because some very prominent people, people I look up to in my industry, recommended this service to me, and this service is considered to be the leader in its industry. I tolerated above and beyond what I would have tolerated if I was working with someone less well-known.
This got me thinking. Is “expert status” a free pass to provide poor customer service? Do you really need to care about each and every little customer that comes through the door, when you’re catering to bigger names?
Yes, I think it is. And no, I don’t think you do. It might be wrong, but we’re not talking about whether it’s right or wrong. It might be a pessimistic view, but I think it’s the truth.
What do you think? Am I wrong here? Help me push my way through this thought process. 
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