Customer service is not just a department. It is your brand. It is your marketing. It is the reason someone buys again—or never comes back.
And when something goes wrong, it is your escalation department that determines how the story ends.
Let me tell you about a recent experience that highlighted exactly what not to do.
When the Flood Came
My wife and I recently wrapped up a three-month home renovation. We were just three days away from final completion. We had our pot filler installed on Friday and our new dining room table to be delivered on Saturday so we could center the chandelier above it.
That Saturday morning, I walked into a flooded kitchen. The pot filler installation bracket behind the wall ruptured overnight and caused a major leak which forced us to rip up the entire floor, cabinetry, and call in a restoration company.
Naturally, the dining room table had to be set aside and covered until everything else was resolved.
Once the rebuild was finished, we finally turned our attention back to the table. To our surprise the chairs did not properly fit the table. We called the store who sent out a service technician who said nothing could be done.
So, we started shopping for a new table.
The Real Problem
When we went back to the original store, the salesperson showed us that the table had simply been assembled incorrectly—the legs were installed backwards. Problem solved.
Until we uncovered the chairs and noticed stains.
We called the company again. But because it was past the reporting window, the response was simple:
Too bad. Nothing we can do.
We were referred to the escalation department.
Escalation, Without Power
The definition of an Escalation Department should ultimately lead to a resolution of satisfaction. It should mean we are talking to someone with the ability to think outside the box and make things right.
Instead, we got another scripted response. More boundaries. No options.
And as a token for our time, frustration, and inconvenience?
We were offered a twenty-five dollar gift certificate.
That is not escalation. That is alienation.
The Missed Opportunity
Here is what the company did not know:
We had only purchased a third of our furniture with them. We still needed a sofa, kitchen table, and more. But after that interaction, they certainly will get no more business from us.
Why?
Because their escalation department was not empowered to lead. They were trained to follow. To stay inside the box. To protect policy instead of protect the customer.
What Great Companies Do
I have a colleague who used to work at a company where the escalation department was empowered. They had full authority to make things right. To think creatively. To go above and beyond.
That is how you build brand loyalty. That is how you create raving fans. That is how you turn a problem into a marketing win.
Two Keys to Customer Loyalty
If you run a company, here are two things to think about:
- Empower your team. Give them permission and authority to make customer-focused decisions.
- Elevate your service. Stop viewing customer care as a cost center. It is your best marketing channel.
People remember how you make them feel. When something goes wrong, your response matters more than the product itself.
A great escalation department does not just solve problems. It builds trust.
COACH MICHAEL DILL is an Award-Winning Certified Business Coach, global speaker, and published author. He is a proud ActionCOACH Franchise Partner as well as the President of Power & Ice Wealth Creation—a strategic leadership company that works with business owners, leaders, teams, and entrepreneurs to both develop a systematized and structured organization while accelerating their mindset, efficiencies, and effectiveness to grow both personally and professionally to achieve extraordinary results. He brings more than 40 years of business and entrepreneurial experience in his leadership, team training, and mentoring practice. BusinessCoachMichaelDill.com