I’ve experienced two things in the past week that have reminded me that it doesn’t take much to really tick off your customers with bad customer (no) service.
1) I ordered some automotive parts 2 weeks ago. Needed them by this past weekend. Never received them. The vendor claimed that UPS lost the package…come to find out the package was apparently addressed to someone else. [don’t know for sure since I still haven’t received it!]. Lots of finger pointing and nothing that could be done. Not even the willingness to overnight me what I needed. I didn’t ask for any of these problems yet I’m the one that had to deal with someone else’s issues.
2) Took my new vehicle in for warranty service at CarMax – you know the people with the motto “The way car buying should be.” Told them the exact issues and the exact solutions. The first issue they didn’t trust what I was telling them. Said that the dealer would have to diagnose it. Got a call later that day from the service advisor telling me the dealer said I should come work for them…I knew exactly what the problem was. Uh, yeah, that’s why I told them in the first place. It only took me 3 minutes to find the problem/solution on the Web. With the second problem, they said they fixed it. They didn’t. I now have to take it back and waste at least 2 hours of my time dropping it off and picking it up.
Moral of the story:
If you want to really stand out in your business, it’s simple: do what’s expected. You don’t even have to go above and beyond these days…just do the basics. Sad but true.
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