Why Your Service Sucks.

The importance of picking markets wisely.

I had three customer service experiences over the weekend that clearly demonstrate the importance of choosing your market.

First, several months ago, I ordered a faucet cartridge (you DIY’ers know what I mean) from a company in the UK. After 3 weeks, I asked for order status. After 6 weeks I asked for order status. Finally, after 8 weeks, a response telling me the part had been delivered 6 weeks ago and showing me the delivery notice- to someone in the UK! When I enquired, I was chastised for not contacting them sooner and to “placate me” they would refund my money.

I also ordered a saute pan from an wholesale restaurant supply house. It arrived damaged, and I was told I would receive a return authorization that day (had to call) and it took three days and 4 calls to get it- then after asking for a refund, they sent me a replacement. They also refunded my money.

Finally, I ordered a faucet from Amazon. When we decided it wouldn’t work for our new kitchen, I went to return it- but the return window had expired. Once quick chat session later, I had a return label and it was on it’s way.

Both bad service experiences were with companies who are primarily wholesale to the trade, but someone thought it was a good idea to sell to the public. Amazon, focused on the consumer, understands the entire customer experience. Sadly, the other two firms are wasting important resources servicing a market they don’t really belong in.

So the moral of the story- pick the markets you choose to serve carefully and make sure you have the right systems- and people- in place to service your customers.