This weekend I have been busy setting up the Experience Boutique website. I had to send a support ticket to my web hosting provider because I had tested the contact form on the ‘Contact’ page and the messages were not reaching me. I received a prompt response to my support request within an hour. The request was handled by Brett. I remembered Brett as he had handled a previous support request that I had submitted. Knowing who I was dealing with made me feel as though I could trust him and the experience felt more personal. Brett said that he was “happy” to be assisting me. This made me feel very important and appreciated! He explained exactly what he had needed to adjust in order to solve my issue. He made sure that I was happy with the result before he closed the support ticket. I feel reassured that I can speak to Brett in future if any other issues arise. Thank you Brett!
As an afternote, Brett sent me a further message following the resolution of my issue. He requested that I complete a survey regarding the assistance that he had provided. Personally I felt put out by this. I couldn’t help but be left feeling as though he had only been courteous to me in order to gain good results on the survey. While it is clearly important to find a way of gaining feedback from our clients, perhaps there is a better way of going about this. I’m interested to hear your thoughts!