Customer Service Fail!

My dog knows to respond when I call him…unlike some companies.

Recently, a product I buy regularly was out of stock on Amazon with no restock date. I found the manufacturer’s Q&A web form and submitted two simple questions, “Will Amazon be receiving more stock soon?” and “If not, can I buy it somewhere else?”

I waited…and waited… After more than a week of waiting, I was forced to look for an alternate product.*

In the end, I found something that works better, sells for less, and made in Canada. Guess which product I’m buying next time!

How much business are they losing by not providing even the most basic customer service?! Why do they bother with a contact form on their website if they lack the capacity or intention of responding?

Providing great customer service can be challenging, but the basics go a long way. Simply listening and responding to your customers—even if you can’t help them—is the least you can do.

Have you had a bad customer experience lately? Comments and/or dog photos welcome!

Common sense is not so common. — Voltaire

*My Treeing Walker Coonhound, Roger, loves digging in the dirt with his nose leaving it dry and cracked. The product in question is a salve for his poor abused sniffer.

© 2021 Tracey Copeland, Rolling Sands Consulting. A version of this post was published to LinkedIn on August 6, 2020.

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