Costing of Poor Customer Service

Have you ever thought about how much money was lost due to poor customer service? It's happening within the organization you are affiliated? Or maybe you are the owner and are not aware of the practices of your employees.

A few months ago I decided to buy a new laptop. Being an entrepreneur and a small town, I try to frequent the local businesses if they have one that meets my needs. This time it seemed to be the week after Christmas, so my thoughts are a lot of sales going on and I should be able to buy something at a discounted price. I tried the local store who claimed to have new computers and laptops.

I decided to call first so I could talk to someone on the phone. An answering machine picks up the phone and informed "were busy with a customer and would return the call." I left a message. I tried again an hour later and the same scenario. Finally, the third call I left a message saying "I wonder how many customers you have lost because of no response." He did not leave any contact information. Later that day I decide to drive to the store since it was a few miles from my house. When I arrived at the store, I discovered the shop is not open to everyone. It 'was closed for a week!

Actually I did not buy my laptop from this store, nor can I buy from them in the future. I did send them a letter notifying them of the situation that occurred and how I could help them improve their services. No response, which correlates with the values ​​of their service customers.

What do you think the cost of that company? I spent about $ 700 on my computer, but I was the only customer who has tried to contact them that week? Probably not. Being the only shop to have the services and items that claim to carry, there were probably other inquiries.

In my opinion, this company has had the opportunity to be the best source for computing needs of a local community. The monopolies of the world, such as, best buy and Circuit City, which are limited by the rules of the headquarters is located in another state. Being a local company, have had the opportunity to show their client was the one stop shop for all their computer needs with hometown appeal. I much prefer to buy from a local company that one of the larger firms when their customer service is the personal touch. We all want the personal touch when dealing with companies and I believe that small business has the greatest opportunity to apply and demonstrate that care.

The customer service is so important, no matter whether you are big or small. People want to buy from companies they know will take care of them, but also care for them. It's not all about the company, but it's all the customer and what you do for them! Take care of your customers every day like it's their birthday! Do not try to be nice to people on their birthdays, though we know? ...