January 19, 2007
Grrrrrr...
I'm thinking that I've got to start some kind of martial discipline while I'm down here. Something to focus my mind, and pull it away from the daily idiocies. The only problem would be time. I've been heading back to the shop each evening just trying to keep up...
This week, I spent nearly an hour with one customer, over three different phone calls... we went from pricing a full fledged order to providing him with sample pieces so that he could compare us with another company. After polishing parts for him my own personal self (our polisher was busy with another order), he calls and tells us that he's decided not to go with what he asked for. Thankfully, we'd already gotten his order in the mail.
Then my aunt gets a call from a guy looking for his order. He says he ordered it almost two weeks ago, and he hasn't gotten it, yet. Sure enough, he ordered it, we shipped it, and it was received and signed for. My aunt reads back the address, and he says, "That's our old address... we've moved." So how's that our fault? I don't know how she kept from belittling him.
Only a few instances, these are just little things... they start to snowball, and the next thing you know, you're marching around with a clamped jaw, trying not to go off.
Martial art or no, I'm definitely in need of a good heavy metal show...
Posted by That 1 Guy at January 19, 2007 07:30 PM | TrackBack"embrace the suck"-blackfive
that's what i try to do, at least.
and i agree, today was one for the record books.
People business doesn't have to be people pleasing business. Especially when your product sells itself. I say to the ungrateful customer, "Next!" If they really want my product, they need to do some leg-work. Customer service only goes so far.
So, since we can't shoot them, or whack them in the head with a boat paddle, just give them the feeling that they are wasting your valuable time by arrogantly saying, "Next!".
Posted by: leggerman at January 20, 2007 09:02 AMI actually have to agree with Leggerman here :)
Polite but firm is the way I've always went.
"We shipped it. Someone signed for it. It's got your company name on it to an address that you supplied us. Our responsibility is done. My advice is to talk to them, and make sure you update us as to your address next time."
They can't rant, rave, and scream. I hang up. They call back. I inform them we can deal with the issue in a rational professional adult manner, or they can call back when they feel the ability to be all of those things. Until then, we have professional, responsible customers to deal with :)
