I have made two trips to the nearby Verizon store to replace my Blackberry. I love my Blackberry, but the trackball keeps falling out and jamming. The store nearest me isn’t staffed appropriately to meet the customer demand. I have visited twice, waited several minutes with no acknowledgement and disappointed. My time has been wasted and I still am unable to access email on my Blackberry. I will try again tomorrow. Why don’t I just order a new phone online? Well, I have some questions about the new DROID and want to compare two Blackberry models. Besides, I love the instant gratification of walking out of a bricks and mortar store with my new operating phone in hand.

It makes me wonder, what do your customers or members experience when they call, email or log on to your website? Are their needs quickly met? Are their questions easily answered? Or, do they leave a bit disgruntled? Do you know if they will return or do they have an alternative for meeting their needs? Lots of questions here. Do you know the answers? If so, good for you. If not, maybe time to do a little research. It might be time for a tune up.