Just not good enough
Back in December, I ordered about 200 dollars worth of bits and bobs from Backcountry Gear in the US. A few days later I received an email saying some of the stuff was on back order - fair enough.
Some time after, I had an email to say that my stuff had been dispatched - oh good.
Some time after that, I had an email saying that I was to ignore the first email and that my stuff had not been dispatched - fair enough, no rush.
Some time after that I had an email asking if I had received anything from Backcountry Gear, "No" I replied, starting to get a little nervous.
I checked my credit card and they had taken the money earlier this month, so I sent a polite email saying that I had noticed that the money had been taken from my card and had my order been dispatched. This is what I got back...
+++++
Yes.
Don Woodard
Backcountry Gear Ltd.
800-953-5499
541-485-4007
++++++
No apologies, no explanation, just one ignorant word.
If I dealt with and spoke to my customers like this, I would be out of business.
Don't you just hate rude people? Especially when you are paying their wages?
++++++
No apologies, no explanation, just one ignorant word.
If I dealt with and spoke to my customers like this, I would be out of business.
Don't you just hate rude people? Especially when you are paying their wages?
Labels: Thoughts
posted by Chris Cowell @ 6:55 PM
4 comments
links to this post
4 Comments:
It just shows it's always worth checking the credit card statements.
Dealing with these niche manufactures can often be - how can I say it - a little eccentric - but I'd certainly expect more than that!
Oh yes - and thats why Podcast Bob C gets so much repeat business.
If only the rest of the so call service industries actually practised what they tried to preach
;-(
Yes John, BPL.co.uk is textbook, right down to the phone call to check everything is OK with the order. Why would you want to shop elsewhere when you can get a service like that?
I run my business on exactly the same principles - a massive percentage of my new business is referrals. Every member of my staff reads Ken Blanchards book, 'Raving Fans'. It really is not rocket science, it boils down to really caring about your customers - not in a 'Gee - Shucks - Have a nice day' kind of way, but honestly doing your very best for them and caring about what they think about you and your work. Treat people how you would want to be treated, how hard is that! Keep it up Bob - most of the competition is shite!
Wow! Praise indeed.
If its any consolation, which I doubt it is, I have EXACTLY the same problems trying to get (a) an answer out of a potential supplier, and (b) any level of service I would be happy with.
I still can't get it out of my head that the US is supposed to be this shining beacon of service excellence, when actually that are the pitts. So far the only words I would use with my suppliers is arrogant and dismissive of anywhere non-US.
The US does have one advantage though. In that any niche market is still HUGE in numbers, and here we are doing our best to get the business to a consistent level. It isn't easy for any UK business at the moment in any industry, but hey at least we get to play with some new toys on a regular basis!
Post a Comment
Links to this post:
Create a Link
<< Home