Am I the only one…The trouble with emails is it can be almost impossible to determine the intended tone of the person typing the email. That is unless the email contains exclamation points or bold capitalized type, then you might have some inkling of what the sender of the email is trying to communicate. When there are just words laying on a screen it is up to you the reader to interpret the intended tone. Unfortunately, the tone is usually interpreted in the same tone that reflects the mood of the person reading the email. Therefore, leaving huge opportunities for misinterpretation.
Quality in a service or product is not what you put into it. It is what the client or customer gets out of it. Peter Drucker
Let me explain…
This Christmas, buying “Made in America” was on the forefront of my mind when making my Christmas gift purchases. As many of you know I am committed to “buying American” and “buying local“. You may have even noticed the air time that the National news committed to promoting companies that are creating American jobs by manufacturing products in America.
I spent a considerable amount of time researching companies that had potentially promising gift options.
I discovered a website that represented over 100 “Made in America” companies. I found one particular item that I knew would be a great gift for my husband. However, I can not reveal the actual item at this time as I am still waiting for it to arrive. Which brings me to the rest of the story…
Let me just say that I knew going in that there was a possibility that my order may not get to me in time to find its way under the tree but the manner in which the delay was handled is in my opinion totally unacceptable.
I ordered my product on Monday December 19th sometime after 5pm CST. Within an hour I received an email from the website administrator notifying me that the shipping address and billing address on my credit card did not match. Therefore my order was cancelled. No problem..thanks for the quick response.
I immediately re-ordered using a different credit card and my order was accepted.
Good service is good business. Siebel Ad
On December 22nd when I had not received a tracking number I contacted the website administrator requesting my tracking number. Within an hour I was notified that the product was being shipped from the manufacturer and the tracking number had been requested. Wow…I wasn’t expecting such a fast response.
Christmas Day came and went with out a follow-up email with the promised tracking number.
Customers don’t expect you to be perfect. They do expect you to fix things when they go wrong. Donald Porter, V.P. British Airways
On Sunday Christmas Day in the evening I sent a follow-up email to the website administrator advising him I was disappointed and again requested my tracking number. Hind sight being what it is I should have elaborated a bit as to why I was disappointed and included a winking smiley face…but I just sent a one line email, the words were just laying on the page, waiting to be interpreted by the recipient.
It is now obvious to me that my email was not received with the intent it was written.. The email response I received on Monday was typed in much larger type than the previous emails, informing me of my tracking number. I was also notified that “people” were working on their Christmas holiday to help me out. I was also informed if I was disappointed I should shop elsewhere! What? Really? Oh NO you didn’t!!! But oh YES he did….
Needless to say I have sent Mr. website administrator a very detailed email expressing where my disappointment stemmed from and exactly how I felt about his invitation to shop elsewhere…I am tempted to share the entire email correspondence with you but I think you know me well enough to know that I was never rude or demanding in my requests. The only thing I ever expected and asked for was the tracking number for my purchase so that I could check on the progress of the shipment.
I would like to say that I hope the lack of professionalism that I experienced is an isolated incident. I would hate to think that the owner of the website representing these “Made in America” companies makes a habit out of inviting customers to shop elsewhere.
In the world of Internet Customer Service, it’s important to remember your competitor is only one mouse click away. Doug Warner
However, I did not just delete the email and stew over what I deemed an unnecessary comment. I responded!!! With vigor!!! I do not believe I am the only one who is fed up with the lack of respect and customer service that is dished out by business’.
Am I the only one who thinks that a business owner would want to know the level of satisfaction his customers experience when visiting his website or place of business?
Am I the only one who thinks that the needless and rude comment suggesting I shop elsewhere could have been avoided had the company provided the tracking number in the first place?
Am I the only one who expects a certain level of customer service from the companies I spend my hard-earned American dollars with?
Am I the only one who takes it personally when treated rudely by an employee of a business I visit?
Am I the only one who is fed up with rude employees and mediocre products?
With the exception of food, water and gasoline there isn’t one item I can think of that I must purchase. I don’t need another picture on the wall or shirt in the closet. I don’t need another chair to sit on or electronic device to click away my time.
However, I may choose to buy a new dress for a party or a picture frame for a special family photo. I may choose to replace my old patio chairs with new ones or invest in a Kindle.
I will no longer accept poor customer service or look the other way when treated rudely by an employee of a business. I will no longer spend my money with companies who do not believe that the customer is their most important asset. I will no longer…well I think you get the point! I am over it and I am not going to take it any more!
I only expect what I am willing to deliver to those who choose to shop in my business or stop by and visit my blog. Excellent Customer Service with a Smile!!!
Am I the only one? I don’t think so…
A customer is the most important visitor on our premises, he is not dependent on us. We are dependent on him. He is not an interruption in our work. He is the purpose of it. He is not an outsider in our business. He is part of it. We are not doing him a favor by serving him. He is doing us a favor by giving us an opportunity to do so. unknown
- Customer Service and what it is and is not (lifeslittleessentials.wordpress.com)
- How Not To Provide Customer Service, A JCPenney Story (jasonkeath.com)