Let’s use the automobile insurance industry for an example.  I recently had the unfortunate circumstance where I have to use the service I have been paying for and NOT using for over six years.  In that time frame I have seen thousands of television, print, road media and even airplane banners advertising the nearly perfect customer service ratings.  All this time thinking how “I sure am glad I am with them.”  I am now second guessing that comforting feeling with that of worry and uneasiness, all because of one contact, with one person, over the phone who, so far, has been less than caring and more of a robot.  “This is not the way this is supposed to go!” I holler at the television while it shows yet another commercial, in a prime slot, pointing out how great they are.  The truth is, you can spend millions, and millions of dollars advertising how wonderful your service is and how much you care, but if you have one employee having an off day, week, month, year, or career, they can destroy your business.  Let’s face it, disease spreads over time, unlike a bus that will spread you all over the road.  If you advertise and market that you are the best, above all others, like every business does except for “Dicks Last Resort” where you know you will be treated poorly walking in the door, you owe it to your customers to do whatever it takes to make darn positive they have an award winning experience.  I’ve already told multiple people about my disappointment and level of inconvenience in this situation.  I wonder how many more I’ll tell?  “HEY! HEY!  Let’s be careful out there.”  (HSB 80’s) #heyflo #poortruck #notmyfault #writingcareer