Customer Service in A Home Based Cake Decorating Business - Part 3

Yesterday I posted an article by Joe Love about the importance of not leaving customer service to the chance assumptions of common sense. While something may seem self evident, if we do not take specific, deliberate, and thoughtful action, then we run the risk of neglecting vital steps toward the achievement of our goals.
A seemingly obvious, and yet often overlooked point to remember in the customer service industry, is that we are here to suit our customers' needs - not our own. Following is a personal example of frustratingly poor customer service that could cost a local retailer our future custom.

We bought several items of furniture and appliances from a large retailer a few years ago and arranged delivery. They used an outside contractor to deliver and install, and this company would only deliver on weekdays, and only during business hours. Problem was – we were both working full time (like most people) and one of us would have to take time off to be at home to receive the delivery. That's acceptable – but they would not give us a more specific time than morning or afternoon. I worked near home at the time, and could quite easily take an hour off to be there for them, but it was ridiculous to expect me to take a whole afternoon off to wait for a half hour delivery that might not arrive until 4.30. Next time we will buy elsewhere, or more likely wait until the sale docket is being drawn up and then tell the commission salesperson that the sale is dependent on a specific delivery time being given to us – I bet they will be able to do it then. This really is just crap service – the retailer is making the sale conditional on meeting their requirements, not the other way round as it should be. It is quite ridiculous that a retailer cannot arrange delivery times to suit its customers, instead of its contractors.

As far as I am concerned, if they have the product in store, and I have paid for it, they should be able to deliver next day at the latest. If their delivery contractor can’t do that, they need to find another contractor. He will need them more than they need him – there are plenty of delivery companies available in town, just as there are plenty of retailers.

Now that I have finished my little rant, check out this You Tube clip from John Cleese's series "How to Irritate People". The salesman is a great (and not totally unrealistic!) example of crap follow up service.