Your Customers First Bad Experience Is Their Last.

Shawn Casemore • No Comment
Posted: November 21, 2011

Not enough companies shop their own business to fully experience the level of service (or lack thereof) provided by their staff. Customer retention and business growth is directly related to the customers experience, which you have complete control over, or at least you should.

The exception may be some public service organizations which are unionized divisions within government, however one would think with the job stability, competitive pay and in some instances, strong pension, they would set the standard. Unfortunately this is not always the case.

I was to pickup a package by November 17th, however I consistently arrived after business hours. Having been out of town this past week, I realized the package was only going to be held until Thursday, and I rushed to the local office on Friday morning. I was still hopeful the package was available, after all the deadline was only 3 business hours earlier, and how quick could they actually return the package?

The conversation was somewhat predictable:

Me: “I am hear to pickup a package.” (handing over the slip)

CS #1: (scans the slip). “This package has been returned to the sender.”

Me: “I understand, but would it not still be here if the deadline was only 3 business hours ago?”

CS #1: “No, you have 15 days to pickup a package, then we return it.”

Me: “Okay, where is the next stop along its route to the sender?”

CS #1: “I have no idea.” (without making a move to check the system).

Me: (stare in silence)

CS #1: (to another employee) “Jane, can you help fix this conundrum?”

CS Jane: “What is the problem?”

Me: “I was to pickup a package by yesterday and I didn’t make it.”

CS Jane: (walks behind the wall and returns in 30 seconds with the package). “Sign here please, and next time try to pickup the package in 15 days.”

I was clearly at fault, but the lack of willingness to assist in resolution by the first individual is nothing short of flabbergasting. You may have guessed that this was not a privately owned company, but let me ask you, if they were, how long do you think they would remain in business?

Shop your business to fully understand what your customer experiences. The results may provide you with some interesting insight into customer retention and business growth.

© Shawn Casemore 2011. All rights reserved.

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