Recently I had a bad experience with Comcast, one of the leading television and phone service providers. It started when a technician hung up on me on purpose when my call was taking a while (terrible acting – actually yelled “Oh shoot, I dropped the…” and then hung up), and continued when I was sent back and forth between multiple departments that did not communicate and told multiple times that some technician or support staff would call me back, only to never receive any such call. It was such a tremendous failure on their end that I came up with several Comcast memes, which I enjoyed enough that I’ll share with you now:
- Comcast support throws a baseball worse than Carly Rae Jepsen.
- Comcast support created a love story worse than Twilight
- Comcast support wrote back to a Nigerian prince.
- Comcast support invested all of its money in Pets.com
- Comcast support programmed the original code for MySpace.
It was frustrating and infuriating and, also, a little bit eye opening. See, one of the reasons we chose Comcast was because of price. Comcast was simply cheaper, so we chose Comcast rather than Dish Network, DirectTV, or any of the other options in this city. What we hadn’t considered was service.
Service Does Matter
Often companies that provide quality customer service cost more than companies that outsource everything and train their employees to be brief rather than helpful. Most consumers know this, but rarely think about service because, in general, service isn’t needed. Most people can install the TV and internet on their own, and everything works fine, and so they never have to deal with Comcast Support. At most they may need a technician to come and install the device, but after that they may never need to deal with the company again.
We see this in grocery stores, retail, restaurants, and more. Most of the time, the quality of service isn’t important, so people look at price instead, and in many cases they’re reasonably happy. But what I’ve come to realize is that quality customer service is more like insurance. You hope to never need it, but you’re willing to pay for it because if you do need it, you want it to be there. When companies charge more, but also offer better customer service, you could go your entire life without ever needing to take advantage of that extra payment. But if something goes wrong, it helps to know that the company you’re working with is in your corner, and can provide you with the support you need.
Our Company and Service
At Great Leap Studios, we pride ourselves on our affordability. But we know there are always cheaper options out there. There are going to be places you can go to get massive discounts on content marketing and SEO – places that will provide lower quality service, but offer a better price. It’s the reality of any industry, and content marketing is no different.
You can choose one of these places and have a perfectly fine experience, getting the service you need and moving on, saving a bit of money in the process. But you won’t have that insurance. You won’t have that knowledge that if anything goes wrong, you’re working with a company or individual that is going to ensure you still have a great experience. When you pay a little bit more, you’re receiving not only great content – you’re receiving peace of mind, and the lack of a headache that makes your life easier. It doesn’t always feel like that matters until you need it, and when you receive it you know you made the right decision.