You may remember my recent article “Why don’t you answer me?” where I was having a bit of a whinge about companies who never respond to requests for information sent via their website.
In a nutshell, I wanted to spend a heap of money on raising some great tomatoes this summer (both to eat and for bragging rights) so I got onto my local nursery’s website and sent them a query as a preliminary to buying from them.
Now, I’ve gotten rid of the pain of not hearing from them by venting my spleen in that article.
But, after 4 weeks of not hearing from them, it still rankled that I hadn’t heard from them.
And, as luck would have it, I happened to be driving past their premises the other day. That was my chance to give them both barrels and extract an apology!
I started to tell the team member my problem only to be waved into silence.
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“With this Covid crisis, we’ve been so busy with phone calls, we are not looking at anything that comes in over the web,” she said, as she turned on her heel and retreated to the office!
Obviously, a case of far too much business so they’re not looking for any more! Well, they can relax – they won’t get mine!
But, if that’s their approach, why couldn’t they have had a flag on their web site letting visitors know they were only taking phone enquiries? Just so we wouldn’t hang on in the demented hope of hearing something.
It’s simple to treat customers with courtesy and respect but it doesn’t seem to be happening.
A great opportunity for you!
P.S. A thought occurs: I wonder if the boss knows this is how the staff are handling busy times!
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