It is a shame some companies don't seem to understand this fairly simple concept.
Aside from ensuring you have a happy workforce, happy customers should be the biggest priority of any company.
I've always said that communication is key to maintaining the best customer service records and this is relevant to any business in any sector.
For example, vendors that want a happy channel, are told time and again that by remaining in regular contact with their partners and keeping them informed on decisions and strategy changes, they will achieve this simple aim.
It is amazing how many vendors seem to forget this, and wonder why partners are unhappy when they find things out via the press or through social media.
Strangely enough this also works for the consumer world too.
I'm currently engaged in a battle with an online retailer over the purchase of a musical instrument through retail giant Amazon. A ukelele to be precise, as I'm very proud to have joined a ukelele band in my local area.
I made the order, paid my dues and waited. And waited. And waited.
Two weeks had passed and I contacted the seller asking where my instrument was.
They informed me that it had been sent out, but had 'probably been stolen in the post'.....apparently they had had a few 'incidents' like that recently. But had done nothing to address the problem.
To start with they offered me an alternative instrument to the same value or a refund.
I chose another instrument and.....nothing.
Since that first email I've heard absolutely nothing. I've emailed them about eight times and called them too.
Nothing. This is more than a month down the line.
The company website checks out. It is still offering said instruments for sale.
I really don't want to get into a big fight and involve Amazon. But I'm on the verge of doing that.
All I needed was a quick phone call or email to say something was being arranged and I would get another instrument or my money back.
Radio silence is not acceptable.
So please everyone out there - do your best to keep customers happy. Even if it involves biting your tongue several times.
Without them, your business certainly would suffer and word of mouth is a very dangerous thing.
Oh yes and if anyone else is into ukeleles at all - avoid a company called wmcmusic.co.uk at all costs.
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