James Weekly Rant – Customer service or lack thereofLocked
I recently experienced some bad customer service at a computer retailler. Now unlike many complaints, this isn’t about Best Buy or CompUSA or any big chain, this happened at a small store that has a web business. I used it a number of times out of convenience, they had competitive prices and their store is very close to my office.
The email I sent is below, and explains my position.
“You have lost a customer.
I will admit I’m not a huge customer, but I work for a global company and I am often asked who I recommend. As of now, it won’t be XXXX.
My first experience was fine – I bought a card on sale and had no issues.
My second experience, I walked in and bought an an OEM copy of Vista, and a HD. I was treated rather condescendingly. I had asked for 32 bit, and was brought 64 bit, and when I asked to have 32bit, I was treated like I made the mistake and got the old sigh and moan.
I called today to ask about a new video card and was told the card wasn’t in stock but it could be in the next day. When I asked to reserve it, I was directed to the website. I had already waited 10 minutes on the phone.
I did try to buy it on the website, but the order flow didn’t work and I had to start over again. Your site was slow and many times I hit the buttons with no result. I will now take my business to some place that values my time and my experience.
I’ve been in retail sales, in cameras and computers and I’ve managed others doing the same.
I know my sales don’t account for a tiny fraction of your sales, and my taking my business elsewhere won’t shut down your business. But think of this. You know that most people don’t take the time to complain, they just take their business elsewhere. ”
My point, and there is one, is that good customer service doesn’t just happen. Management in a store (or an IT help desk or many other places) has to create the right atmosphere, provide the right environment, and encourage the right behaviours to let their staff provide great service.
And let me be clear, I wasn’t looking for great service at this store. I know what I want, and I just need to know if I can get it. I don’t need staff to teach me, and I don’t mind at all if they don’t know everything, but I do expect they will make an attempt to satisfy my needs in exchange for my money.
Its experiences like these that will drive people away from to internet buying – if there is no personal service from buying in store, then price is all there is, and many internet retaillers have better prices.
Have you made the switch to webpurchases because retaillers don’t provide good service?