The customer service equation

Everyone consumes things/services, and has to deal with a wide range of customer service...ranging from the absurdly rude and disdainful, apathetic, half-assed and finally - the kind that gets my repeat business. * I must make one caveat - If you go to a Chinese restaurant and you get horrible customer service (at least in my limited experience), the food is usually pretty good...and conversely if the customer service is great...expect to go home grumbling. 

As I have gotten older and recently had a child, I have put more of a premium on my free time...for things like being with my family and friends, doing fun things and sleeping (my fellow parents know what I'm talking about). The last thing I want to do is have to spend one of those precious free moments dealing with some jackass customer service rep with a bad attitude, because whatever I purchased is broken, defective or otherwise not what I thought I was going to get (looking at you AT&T, Comcast).

I also know what it's like to be ion the flip side of the coin, and that good/responsive/competent customer service can win back lost customers - a shout out to my former employers at Silicon Mechanics for teaching me this valuable lesson.

Therefore, I have devised the the following formula: What my(your) time is worth divided by the time and energy dealing with customer service = the premium I will pay to vendors with known good customer service.

On my "sunshine and happiness" list:

Amazon - I have never had a bad experience with their customer service (web chat customer help is awesome if you work on a computer all day). They are fast, timely and will bend over backwards to make me happy - they have definitely earned my loyalty and hearty recommendation to anyone...friend or foe.

Able Planet - I purchased a pair of their noise canceling headphones that had a minor malfunction (the ear cup separated from the headphones). Their friendly and knowledgeable customer service people quickly created an RMA for me, I sent it in and a few days later I had a brand spanking new pair.

Costco - Also known as the 'rent a tv for Superbowl Sunday' warehouse...but they really are good with customers.

On my "burn in hell" list:

AT&T - I don't think I have ever had worse experience dealing with anyone than with this bunch...I wouldn't wish them on Bashar al-Assad..did I mention that they funnel all your traffic through the NSA?

Comcast - Nickle and Diming sons a bitches - I'm glad that I'm now stiffing you the $70/month I was paying you before I got my Boxee.

Most airlines in the US - often late, have horrible leg room, lose your critical baggage and make you deal with those aholes at the TSA every time you use them (although to be fair, they are only guilty by association here) - One notable exception that I have found is Alaska Airlines, but its really like winning a gold medal if your competitors are fanting goats.

To wrap up - If treat the customer with respect, empathy, promptly and have half a brain they will keep coming back...even if you mark up a bit compared to your competitors.