The cost of poor service
The cost of poor service
I decided to call first so I could talk with someone on the telephone. An answering machine answered the telephone and informed “they were busy with a customer and would return the call.” I did not leave a message. I tried again an hour later and the same scenario. Finally on the third call I left a message stating “I wonder how many customers you have lost due to no response.” I did not leave any contact information. Later that day I decide to drive to the store since it was only a few miles from my home. When I arrived at the store, I find out the store is not open at all. It was closed for the week!
To say the least I did not purchase a lounge suite from this store, nor will I purchase from them in the future. I did send them a letter notifying them of situation that occurred and how I could help them improve on their services. I didn’t receive any response which I guess correlates with their customer service values.
What do you think this cost that company? I spent approximately NZ$4,000 on my suite, but was I the only customer that tried to contact them that week? Probably not. Being one of a few local stores to have the services and items they claim to carry, there were probably other inquiries and potential customers went elsewhere.
This company had an opportunity to be the best source for suites in the area. Being a local company, they had the opportunity to show their customer they were “the shop” for all of their furniture needs with the home town appeal. I much prefer to buy from a local company than one of the bigger firms when their customer service is the personal touch. All of us want the personal touch when dealing with companies and I believe the smaller business has the greatest opportunity to apply and show they care.
Customer service is so important, no matter whether you are big or small. People want to buy from companies they know who will take care of them but also care about them. It is not all about the company but it is all about the customer and what you do for them! Take care of your customers everyday as if it were their birthday! Do we not try to be nice to people on their birthdays if we are aware?
The cost of poor service - To learn more about this author, visit Mark Gwilliam's Website.
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This month, my wife and I decided to purchase a new lounge suite. Being a business owner myself, I try to visit small, local, businesses first if they have what meets my needs. As it was early January and the week after Christmas we knew there were a lot of sales going on and we should be able to purchase something at a discounted price. I tried a local store that claimed to have an excellent selection of lounge suits and excellent rates.
I decided to call first so I could talk with someone on the telephone. An answering machine answered the telephone and informed “they were busy with a customer and would return the call.” I did not leave a message. I tried again an hour later and the same scenario. Finally on the third call I left a message stating “I wonder how many customers you have lost due to no response.” I did not leave any contact information. Later that day I decide to drive to the store since it was only a few miles from my home. When I arrived at the store, I find out the store is not open at all. It was closed for the week!
To say the least I did not purchase a lounge suite from this store, nor will I purchase from them in the future. I did send them a letter notifying them of situation that occurred and how I could help them improve on their services. I didn’t receive any response which I guess correlates with their customer service values.
What do you think this cost that company? I spent approximately NZ$4,000 on my suite, but was I the only customer that tried to contact them that week? Probably not. Being one of a few local stores to have the services and items they claim to carry, there were probably other inquiries and potential customers went elsewhere.
This company had an opportunity to be the best source for suites in the area. Being a local company, they had the opportunity to show their customer they were “the shop” for all of their furniture needs with the home town appeal. I much prefer to buy from a local company than one of the bigger firms when their customer service is the personal touch. All of us want the personal touch when dealing with companies and I believe the smaller business has the greatest opportunity to apply and show they care.
Customer service is so important, no matter whether you are big or small. People want to buy from companies they know who will take care of them but also care about them. It is not all about the company but it is all about the customer and what you do for them! Take care of your customers everyday as if it were their birthday! Do we not try to be nice to people on their birthdays if we are aware?
The cost of poor service - To learn more about this author, visit Mark Gwilliam's Website.
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Joe DagerJoe Dager is President of Business901, a progressive coaching company providing no-nonsense direction in areas such as Lean Six Sigma Marketing and organized referral marketing. What others say: In the past 20 years, Joe and I have collaborated on many difficult issues. Joe’s ability to combine his expertise with “out of the box” thinking is unsurpassed. He has always delivered quickly, cost effectively and with ingenuity. A brilliant mind that is always a pleasure to work with.” - James R. If you want to learn more about Business901, start a conversation with us. We can be found @ Web/Blog: Business901.com Web/Blog: FundingYourNonprofit.com LinkedIn Profile Follow me on Twitter - Visit Joe Dager's Website |
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Kim CastleWith nearly two decades in the advertising and design business, with clients like Domino's Pizza, General Motors, Direct TV, Pedigree, Wolfgang Puck, Higher Octave Music, Hollywood Celebrity Products, Disney, and Paramount, as well as thousands of entrepreneurs around the world define, structure, communicate, and position their business for greater profits, BrandU(R) co-creators Kim Castle and W. Vito Montone discovered that entrepreneurs could experience the same power that big brands command for a fraction of the cost with the world's only process-based results-drive Integral approach to business creation. BrandU(R) is helping entrepreneurs grow with the power of extreme clarity from idea...to brand...to market(TM) and helping one million entrepreneurs become successful and whole so that they can make a difference in the world. Are you one of them? If you want to experience clarity all the way to the bank(TM), get started now at http://www.brandu.com. - Visit Kim Castle's Website |
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