I have been on the receiving end of poor business service recently – and it really is not pleasant.
Losing my business should be unpleasant for that supplier, too, as it means I no longer refer clients there.
Not delivering as promised has had a huge impact on my client – that put the supplier in a bad light, of course. And needing to make multiple requests to find a revised delivery date became very annoying very quickly.
But what has really made me turn my back on that supplier is how they handled these delays.
In life, sometimes things go wrong and promises aren’t kept.
When your business can’t deliver, though, you have two basic options. Be honest and apologise to the customer, or ignore it and pretend there is no problem.
Guess which option the above supplier chose…
I was given an excuse the first time I complained. The second time I was told ‘I can’t see any record of you calling on Monday’. And it still took a week for the sales person to respond to those messages. And more days before she gave me a revised date.
Every contact from the sales person had a little ‘sorry for the delay :(‘ message and ‘I look forward to hearing back from you again’ but generally ignored most of what I wrote in my formal complaint. I did not feel she was taking my concerns seriously nor that she was particularly interested in helping me get my order fulfilled.
The end result being that I am working with my bank to get a full refund and I will not use this supplier again.
To learn from my ex-supplier’s example, here are things they could have done to improve the situation – even if the delivery was delayed by more than two weeks.
Have you ever thought about how you respond to complaints from customers?
It can be confronting to admit you’ve done something wrong (or less than ideal anyway) and may be tempting to hide from it, but you can turn things around if you deal with a complaint well. Or at least minimise the damage.
Preparing an attitude and perhaps a procedure ahead of time may help your business do better with complaints than my ex-supplier. I hope you do a lot better, in fact!* Image courtesy of Kozzi