And they have a voicemail message with part of it saying "Your call is very important to us." If it was important they would call back. And as I continue to deal with them I may have to take further action. This is a company with no structure for good customer service. This is a company with lack of communication. And this is something that may drive them out of business, for they lost my business forever, and they will lose other people's business as well.
I am writing this because there are several companies out there that don't place emphasis on customer satisfaction. Customer calls aren't returned, there's long waiting periods, customers are directed to several departments for no reason, and customer service reps are sometimes outright rude. Companies don't realize that they lose potential repeat revenue from satisfied customers. Without customers purchasing their products, companies can't survive.
Fed Ex, the shipping company, pays $100 for every customer that's upset and dissatisfied over their package shipments. No questions asked. Why is that? Because for example, if you keep a satisfied customer, and he's paying $185 a week to ship packages out, $9,620 a year, $96,200 in ten years, and then he's dissatisfied with one package, it's better to pay that $100 and apologize for the situation rather than angry him more through remarks and lose the potential revenue off that one person alone.
Once companies realize that, they'll look at providing customer satisfaction a lot differently. Since customer satisfaction has gone untapped, those who provide that first will come out on top.
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