Customer Service – Bad Experiences

customer-service-1714287_1920My wife and I are currently doing some remodeling. We recently had a series of bad experiences at one of the big box retailers. Ultimately, to resolve our problems with the retailer we traveled between three of their stores. I don’t want to waste my readers time on a rant about the experience, but what we noticed is that the service experience was bad in all three locations. There is something to learn from that.

  1. Most of the problems had to do with the bad information. Items that were supposedly in inventory simply were not there. Bad inventory records. It’s the end of the year and I’ll bet they take inventory just now and may correct the records shortly. Nevertheless, it was the prime issue.
  2. The customer service people involved were not really helpful. I’d say they were overworked, but we also noticed that many of the customer service personnel were talking with each other, wandering about, and just seemed underused and perhaps trying to find information. It makes me wonder about the record keeping and the software being used.
  3. The items we needed were not available in one location in sufficient quantity to complete our project. The project is not overly large. The items were simply not stocked in sufficient quantities for an average project.

customer-1253483_960_720What does all this matter?

  1. As an opportunity, these big box retailers are dropping the ball and giving others an opportunity to satisfy the customer demand. The demand is for the products needed, and it is in sufficient quantities to complete the work. Also, there is demand for reasonably good communications and customer service. It’s just too hard to do business with a group of persons who are not engaged and haven’t the tools, or the will to help.
  2. Almost everyone has experienced this sort of treatment in one of these big box stores. Service and support are non-existent. Can your business capitalize on this? Maybe you don’t have the size to compete on all fronts with these guys, but perhaps you are simply better at one or more things. Isn’t that what you want to tell the customer base?

Beat them on your terms and tell the world about it.

Selling – You and Your Business, Not Just Products and Services

What is it that you are trying to sell?

Every business is selling something – products or services, or both.

If you believe that the product or service is all that matters, then all of the businesses that invest in clean and bright showrooms, nice furnishings, and that sort of thing are wasting their resources. Really, I can’t imagine that many would think that.

The things mentioned, like a clean and bright showroom, are meant to convey an image to the potential customers. Design details like color and open spaces is used similarly. These are background for the sale, but they obviously matter.

HandshakeIf these things are so obviously important, think about how you are conveying information to the customers. Does word of mouth leave the customer with enough? Is the sales person covering the concerns of the customer related to your product or service in a way that the customer can relate to and draw comfort from? Is the customer even engaging a sales person when they come to your place of business?

In a large way you are probably missing the opportunity to engage with some, or many, of your customers. Some are interested in buying, but they don’t want to get involved with businesses that don’t care about them. Some just need better information to move them to buy.

BroshureThere needs to be a smattering of details about your business that lets them know your values and lets them know about the specifics of products. Let them leave with something in their hand. Something to read and contemplate over coffee the next morning. Close the sale quickly if that’s possible, but also give the customer something to learn about you and your team, something to make them feel like they’ve made the right decision to buy from you. Something that will make them come back again and again.

ThumbdriveSome of this can be done with paper based information, but more effective will be a digital presentation either from the web, or even on a thumbdrive. Giving the customers more than expected is just plain smart. How can you use these thoughts in your own business?