Customer Disservice

One of our loyal subscribers, Warren Danziger, shared a story about how a delivery was made to his home and placed between the screen door and the front door.
The delivery person never knocked or rang the doorbell to inform him his delivery was there. He was waiting for the package, which contained medicine that was temperature-sensitive. Sitting outside in the heat, baking between the two doors, was not customer service… it was customer disservice. This phrase has no definition. It is not merely the opposite of customer service—that would be bad customer service. This scenario was more like “no customer service.”
In the absence of a formal definition, here’s my interpretation of customer disservice. Put simply, it is the missed opportunity to deliver an expected level of service. In other words, you could have done something to meet or even exceed the customer’s expectations, but failed to take advantage of the