Customer Connection

Posts Tagged ‘unhappy customers. word of mouth’

Hmmm. . . Facebook is definitely a way to attract the younger demographic who are more likely to place an order online using one of the many devices available from desk top computers to smart phones.  However, there is a BUT.  And, it’s a big but!

What happens when something goes wrong?  Do you think you’re going to be able to solve the problem over Facebook?   I can guarantee you one thing.  If the problem isn’t handled correctly (and beautifully) the problem will surface on Facebook.  The demographic that’s so willing to place an order on-line is also more than happy to share their experience – good and bad- via social media.

So, beware – trying to save $$ by going “all in” for social media customer service can be a minefield and easily blow up in your face.

What are your thoughts? Read more customer service tips at http://www.theserviceadvisors.com

I was in a well known, franchised, coffee shop yesterday and witnessed the use of the “4 words that your customers never want to hear!”   Here’s what happened:  You know those travel coffee mugs that line the retail shelves of every coffee boutique?  They come in all shapes, sizes and colors, right?  Well a customer brought in a black, thermal, travel mug that didn’t pour properly, and he wanted to return it for a new mug.  After much hemming and hawing- I’m not sure what he was trying to say- the clerk handed over a new, identical, black travel mug.  You could feel the customer’s power dwindling, and he  – sheepishly – pointed out that this style of mug didn’t pour properly because of the way the lid was designed.  Could he, please, have a different style?  The clerk tried to be polite, and he even apologized, but the apology was hollow, because the next words out of his mouth were:    “Do you have your receipt?”  Now, get this, the customer mumbled, “No”, and the clerk replied, “I’m sorry sir, but, without the receipt, I can only exchange it for an identical mug. . . “ (and then he put the blame on the customer. . ) “because you don’t have the receipt.”  The customer said , “But, it was a gift.”  Clerk: “I can only give you an identical mug, because. . .” (and then came the dreaded 4 words that no customer ever wants to hear. . . ) 

“IT’S NOT OUR POLICY”

to replace your purchase with a different style “UNLESS YOU HAVE YOUR RECEIPT.”  The customer left, with his head hung low, and a coffee mug in his hand that he’ll probably put in his cupboard and never use again.  So much for all the money spent on the logo and branding!  That franchise may have lost a customer, plus the five people in line overheard the transaction.  I guarantee you , they’ll never buy a gift from that store!  What a missed opportunity to create a six loyal customers who will each tell 15 of their friends about your great (or not so great) customer service.  Hmmm. . . 6×15 – that’s 90 people who will repeat the story, and so on, and so on.  You choose – which NO COST advertising do you want for your business? Positive or negative, which will it be?