As I re-read what I wrote about the horrible "customer service" I recently received, I wondered, "If these people are this nasty to a new customer, how would they treat a returning customer with a problem?"
My guess is that they'd not be particularly responsive, pleasant, or professional. Or maybe they'd be fine, who knows? But the bad taste left in my mouth after my conversation with the customer service rep on steroids made me remember the old saying, "You get what you pay for." Even at the greatly reduced price this company was offering, I was still spending quite a bit of money. It occurred to me that I'd rather spend a little more with a company I know and trust for good customer service.
So I called and canceled my camera order and promptly ordered from a better known company. Yes, I paid a little more, but I feel better about my purchase now.
I am reminded of customers in the mall who would pick up a gift box shortbread and practically throw it back on the rack when they saw the $17 price tag. I even heard one lady exclaim, "Seventeen dollars for a big cookie?!? That's outrageous!"
Outrageous? I guess that depends on the point of view. If you want a quality, gourmet product, handcrafted with no artificial ingredients and impeccable, bend-over-backwards-to-please-you customer service if for any reason you are not happy with your purchase, then $17 is a small sum. If you want to pay less, go buy some machine-made shortbread for $4.99 (and good luck getting through to a real human being when you call customer service).
Just today, I express mailed shortbread for a faithful customer who needed it to arrive by tomorrow. I hand wrote a beautiful card to the recipient and included a couple extra shorties because this customer is one of my faves. I shipped the order within an hour of receiving it (and heck, I wasn't even in my office when the order came in, but my smartphone notified me). My customer was grateful to know I was there to help in an instant when he was having a particularly challenging day. All he had to do was place a call and we took care of the rest. He didn't even have to pay for the purchase up front! I trust my customers to treat me as I treat them - no worries.
Yep, I'm patting myself on the back and it feels good. That's GOOD customer service. My company, Vermont Shortbread Company, helped ease someone's chaotic day. It will come back around to me; I'm sure of it.
You get what you pay for.
What a great lesson and reminder for me!
Ann, Vermont Shortbread Company...we truly love our customers.
Hurrah for Ann!
I was just thinking, "I wish she had just told them to keep the camera." And so you did.
I had HORRIBLE customer service from Origins - that expensive cosmetics company. One of their products ruined some bathmats, and they would not respond to my repeated complaints...It took 4 complaints and 6 months to get to a supervisor who basically said, "too bad." They offered me "free products" as a consolation - I still can't bring myself to get them...makes me growl.
Maybe you can do a workshop for clueless companies! Customer service 101.
I think Tom Peters has something like that out - how to care for customers...
Cynthia
Cynthia
Posted by: Cynthia McKenna LPC, NCC | December 29, 2006 at 05:36 PM
Well said Ann. I own a mystery shopping firm in Dallas Fort Worth and I think that you've got the right idea about exceeding customer expectations. And the no worries part? Perfect. Well done, and keep up the excellent job. Look up my comments anytime at http://www.barserv.libsyn.com
George Daye
Posted by: George Daye | December 29, 2006 at 06:58 PM