I recently bought some shoes online, and I was waiting at home all day for the delivery. The company's courier didn’t bother to knock on the door, they didn’t ring the doorbell, nor did they give me a call to let me know they were here.
So I had to make a separate trip purely to pick up the shoes, which should have been delivered.
The result was the same; I got my shoes.
However, the courier did the minimum amount of work to get the job done, and it put a bad taste in my mouth.
They could have waited another minute for me to answer the door and give me the goods and everything would have been great.
But because they didn’t have the end user in mind, I had to spend 20 mins finding out where my shoes were (because no note was left) and then another 30-45 minutes going to the post office to get the shoes.
Why do we make it so difficult for people WHO ARE ALREADY GIVING US MONEY to get the things they want?!
I could have been an advocate for the company.
Now, I’m hesitant buying from them again.
It costs so much to get a customer/client through the door and make a sale; we should make it a top priority to go over the top for them.
What's your after sales experience like? How do you keep your customers coming back for more?
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