Have you ever had bad customer service? I think it is safe to say, at one point in our lives; we have all experienced POOR customer service. You know what I am talking about – during the sale cycle the sales person is so attentive, calling you back right away, responding to all your questions and needs in a timely manner, making you feel warm and fuzzy. And then BAM – you purchase the product or service and then it’s like you become a No Body!
Well I have a prime example of this type of horrific customer service. I recently purchased new appliances, stove, refrigerator, and dishwasher, from a major appliance store (who will remain anonymous because I am nice). While my husband and I were shopping, we had 3 salespeople follow us around the store, eager to assist us in anyway and offering us a great deal. We purchased all 3 appliances and since our kitchen was under construction, we scheduled deliver for 45 days. We were told no problem and they happily took our money.
We call the store to confirm a time for the appliance to be delivered since we needed them in before our granite counter tops could be installed. Timing was critical and essential in order for the kitchen to be complete. The next day we got a message on our answering machine that our appliances will be delivered tomorrow between 10-12pm and an added message that everything will be delivered EXCEPT for our stove. When we called to find out why our stove wasn’t being delivered, we were told that they did not have any left and that the stove was discontinued. Needless to say, I marched right down to the store to find out what was happening.
I was shocked by what happened next and the explanation I was given. I was told that the manufacture had discontinued my stove and that it was not the stores fault. I politely argued that I bought and paid for a product and that THEY promised to deliver it. I then asked them why they did not set aside my appliance at the time I purchased it and how did they sold more then what their system showed they had in stock? They then shift blame to their warehouse. I again was confused and said – isn’t the warehouse part of your company? They said ya, but we have nothing to do with the warehouse, our job is just to sell the product. I then proceed to be in the store for over 3 hours calling managers, supervisors, customer service department – and the end result – they all blamed other parties and took no responsibility.
I learned a lot that day. Instead of focusing on the next sale, companies should invest some time to get to know their customers’ preferences and nurture relationships with them. It pays off much more than gaining a new customer. At Visibility, we pride ourselves to ‘Delight Every Customer’. We do not sell our customers software – we provide solutions and build strong, long term relationships.