In the past 2 weeks, I had to visit the offices of Revenu Quebec, a Government agency (AKA my favorite business partner, and maybe yours if you live in Quebec). I had to finalize some paperwork that was messed up in the past couple of years.
I was already dealing with a lot of headaches regarding this matter and wasn’t really in the mood of having to deal with employees at the agency.
Why? Well let’s just say they have this known reputation of being arrogant, unfriendly, only want to speak in French & barely smile.
My Visit to Revenu Quebec turned out to be…….
let’s just say…. the total opposite of what I expected.
I was greeted with a beautiful smile. I was given a number and was immediately called to Booth #7 for assistance.
The gentleman who handled my situation was beyond helpful and truly cared about helping from A to Z.
He was smiling, spoke both French & English, we chatted about life and got everything resolved during that session. He even gave me his email in case I needed something else.
I left HAPPY & my perception towards that division of the Government totally changed.
Not so fast!
This week, I had to pass by once again and guess what? It was the total opposite.
I was greeted by someone who wasn’t happy being there. No smile and rude to a point where I recommended that I see the previous employee since he was familiar with my case. That wasn’t a wise choice from my part.
That person really ruined the experience simply by being unfriendly & not giving me 100% of her dedication. The session was full of attitude.
Imagine this..
How many clients have you lost due to unhappy customer experiences?
1 employee can potentially ruin the relationship and drive customers away to the competitor without you ever noticing it.
Revenu Quebec has no direct competitors since I have to deal with them no matter what…..but is that true?
How many people have left the province of Quebec due to unhappy experiences?
It’s something to think about. The Customer is in charge & is always right!