Industry Advice.. From a customer..

Running my own business has taught me a ton of things.  I’ve learned that being your own boss, really means that your customers are your boss.  At some point, businesses are forgetting that little fact and they have really began to stop caring about what the consumer thinks.

This idea that if a company gets to a certain level of success they can begin telling consumers what they need / want, is rather annoying.  This ideology also leads to the decline of a customer’s experience from a “level of service” position.

I’ll paint a picture using a personal example I’m dealing with literally as I write this entry.  I am working with several vendors for a new customer of mine that happens to be a brand new company setting up their brand new office etc.  The typical needs of any business are the same , phones , lines , internet etc..

Having called a few places to order a Phone System that would be compatible with another office that already has a system in place, I settled on a company.  We’ll call this company “DayTel” for legal reasons.

Daytel assured me numerous times that my order was no problem, all of the parts could be ordered and in well before my install date and we would be good to go.  I gave them my credit card info for a 50% deposit and things looked great.  My install date was to be February 18, 2010.

Sadly I received a call on February 17, 2010 that the part was delayed and wouldn’t be in until afternoon on the install date, that we’d need to install on the following day.  “No big deal”, I thought.  Mistakes happen, What’s an extra day?  New install date? February 19, 2010.  This date rolls around and another call from DayTel.  It appeared there was another shipping delay and the boxes were out for delivery now via FedEx.

So we have another delay here, few hours, I had other things to do so it didn’t bother me too bad, until it came to light that the box was delivered too late for an installer to come out and we’d have to push the install date back to Monday the 22nd of February.

With a deep sigh, I accepted this fact, and was assured everything would be checked out on Friday and 100% ready to go on Monday.  I slept easy that weekend, at least knowing the system had arrived, was being checked out, and would be installed on Monday, 9AM Sharp!!

Which leads us to Monday..   Monday morning was a very rainy miserable day, so I gave the installer the benefit of the doubt not being on time.  At around 9:15 I called just to be sure we were still on, to which I was assured everything was on schedule.  The next thing I knew, 10am rolled around and I was answering a phone call from DayTel.  Apparently they unboxed the system today and there was a missing part.  They took the “liberty” of ordering it and having it shipped overnight..  They really made it sound like they did me a favor in ordering my part for me.

I don’t have an ending to this story yet, but the point is, companies stopped caring about their customers at some point.  We as consumers have begun to accept the fact that we are going to get shitty customer service.  Until we start fighting back against this corporate attitude, I only see it getting worse…

So, where does that put me?  I guess it puts me back to the title of this post.  My advice, which is to the industry leaders out there, not to the consumers, I say “FIX THIS!!”  When we do wise up, we’re going to strike back, and we’ll strike back hard and fast, and you will be left cleaning up a huge mess.  It would be much more cost effective and save your companies so much face to just make your customers experience your number 1 priority… And that is all for the moment..

One Response to “Industry Advice.. From a customer..”

  1. That is BUNK! I think companies suffer mainly from a lack of interest in helping their customers. Either that or they think that it makes more fiscal sense to implement cost saving ideas like robotic voicemail systems.

    Lucky for us, it seems that trend may be reversing. From all accounts 2009 taught us something, and that is that companies that provide a great customer service are the ones to survive tough economic times like we’re currently seeing.

    Another thing is that I’ve learned that the best thing to do with companies that do things like that, especially if you’ve been a cool customer waiting for them is to get involved. Don’t avoid the conflict, race in head first but be professional. Make sure that they know how their irresponsibility reflects on your company and brand. At the very least Daytel can get the opportunity to make it right and show their true colors.

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