Love Them Up and Keep Them Forever™

Wow!  I’ve had so many experiences with extraordinarily poor customer service over the last few weeks that it’s difficult for me to pick just one to write about.  In light of that, I’ve decided to pick out some highlights and shed some light on how easily they could have been avoided.

Do What You Say You Will - QUICKLY!  My husband and I recently purchased a new bedroom set with a platform bed.  Unfortunately, the store delayed the delivery by almost a month beyond the promised date and when they delivered it, they set it up incorrectly and now it’s broken.  It’s been incredibly frustrating, primarily because we feel as if we have to continually “beg” the store to deliver on their promises.  They make a promise, then break it and we have to call and ask them what happened.  Then they make another promise and break that one, too.  It’s horrific and has me on the verge of contacting the Better Business Bureau.  And to make matters worse, we found out that the young man who is causing the most problems is the owner’s son!  After doing business with the store for 25+ years, I’m ready to leave them forever.

Solve Problems - QUICKLY!  We purchased a new contact management software program at the office and have recently begun trying to figure out how to use it.  Unfortunately, my associate keeps getting put off by the woman who is supposed to set up the training that would allow her to get started using the software.  ”We have training in the morning, so I won’t be able to set up your call until 2:30pm our time (which is 5:30pm our time) one day NEXT WEEK,” said the customer service rep.  It wasn’t until I spoke to the same woman - and told her I would prefer to talk to her boss since she didn’t seem to be able to properly prioritize her customer’s needs over her department’s training requirement - that we were able to make contact with someone who could solve the issue.  I kept thinking “what’s the point of training if there are no customers?”  LOL.

Apologize - QUICKLY!  Overall, there seems to be an issue with apologies.  The inexperienced customer service reps we’ve encountered have been decidedly the opposite of apologetic.  They’ve been great with excuses, delays and blame, though unable to simply say “I”m sorry, let me see what I can do to get this handled for you.”  As the customer, I’ve felt as if I was continually managing each situation so that I would get the desired outcome without much help from the individual who is supposed to be my guide.  

Had any of the unfortunate customer service individuals I’ve encountered over the last few weeks done what they said they would, solved the problem quickly and apologized, I’d be more than happy as a customer.  Doesn’t it sound really really simple?  That’s because it is!

Reflections:  Are there any situations in your business where you may be lacking follow-through, delaying problem solving or avoiding a proper apology?  What might happen if you changed that?

Written by Lori Jo Vest on www.lovethemup.com