Quote:
Originally Posted by SBR Joe
ok well heres some food for thought...going by wht you said, if we had 3 customers that had a bad experience and told EVERYONE...for arguments sake well say 20 ppl each, thats 60 ppl that dont like SBR, but only 3 actually did business with...if there were 5 ppl that bought and had a good experience and told the 10 each, thats 50 ppl that heard good. You have a bad experience with 2 less ppl and 10 more hear bad than good....what are we supposed to do? Ya we mess up, and noone out there is perfect. Especialy when a company has changed employees and changed so many things in such a short period of time, things arent going to be as consistent. A company cant really get into a rythym when everythings being changed so much. As of right now, were dealing with things from the past...granite we are trying to make things right for the future but when ppl wont stop living in the past we cant really change their perceptions.
Joe
SBR
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What are you supposed to do?
Well, let's see... you could start by evaluating the "cost" of an unhappy customer. Instead of saying something like "tough, we shipped it" when someone calls about a missing part... perhaps you might consider just sending a replacement part.
Own up to your mistakes and stop charging people "Fees" when they want to return the part because what you shipped was not what was ordered.
People don't accept passing the buck to former/new employees for mistakes.
The management of SBR is the same as it always has been, and attitudes towards customer service come from the top down.