Comments on: Are You Alienating Customers From Your Online Business?

By: Scott Mahler

Scott Mahler — Thu, 18 Dec 2008 21:22:57 +0000

I am constantly surprised by how stupid some businesses are, with regards to customer service. There is so much competition out there that the only thing that really sets you apart is how much, or little, you value the people who spend their hard-earned money in your establishment. I agree with the previous comment; I hope now that we can all circulate this information, these stores will get their act together. Thanks for taking them to task!

http://www.datexmedia.wordpress.com

By: Trisha

Trisha — Tue, 16 Dec 2008 00:39:51 +0000

Love this post! First time reader and I will be back………thus proving what should be a simple concept. Customer service is just horrible anymore. I am extremely excited when I go to a grocery store and find someone who actually knows how to bag my groceries. It may seem silly, but I prefer my uncooked chicken and beef and lunch meat and fruit to NOT be bagged together. I often try to bag myself but in some stores they bag as they go……then the clerk gives me a dirty look when I re-bag. Normally the dirty look is about all the communication I receive. Even if it is not part of your training, showing common courtesy shouldn’t be so difficult.

By: How These Businesses Made Me A Customer For Life | MyWifeQuitHerJob.com

How These Businesses Made Me A Customer For Life | MyWifeQuitHerJob.com — Mon, 15 Dec 2008 16:05:55 +0000

[...] these businesses do to attract repeat business and referrals? In a previous article, I discussed ways that stores and businesses alienate their customers with their poor business practices. This time around, it’s only fitting to discuss businesses [...]

By: Steve

Steve — Sun, 14 Dec 2008 23:09:30 +0000

Hi Saver Queen,

Your situation with Living magazine is so wrong. Recently my wife tried to cancel her subscription with Yahoo music and had a hell of a time doing so. When are these places going to understand that they are just destroying their reputation and future revenue?

By: Saver Queen

Saver Queen — Sun, 14 Dec 2008 18:21:25 +0000

Omg, that makes me so mad. I’ve had a bunch of bad experiences lately too. One was from Canadian Living magazine – I sent an email inquiring why I had not received my latest issue and received a form letter back with an offer to respond to any further questions. I emailed her back and then received an identical form letter.

I’ve also been getting attitude lately when I try to use coupons. The cashiers are so rude about it! But being charged 50¢ for hot water – unbelievable!

By: Steve

Steve — Sat, 13 Dec 2008 06:11:35 +0000

Hi Ari,

I honestly rather be ignored for a day or so and get a full response. It just doesn’t look good to reply with such a terse email no matter what business you are in.

By: Ari Koinuma

Ari Koinuma — Fri, 12 Dec 2008 17:56:05 +0000

They are all great examples.

I think one of the keys to providing good customer service is to watch the workload/stress level of the personnel. I know short and curt e-mail is not a great service, but sometimes when I’m overwhelmed, I ignore, postpone or do a rush-job on responses.

A great customer service is easier said than done.

ari

By: Steve

Steve — Fri, 12 Dec 2008 16:36:05 +0000

Hi Tamal,

Sounds like you have experience in these matters. The main problem is that store owners are so focused on making the sale today that they don’t even consider the long term prospects of having repeat business.

Hi ChaiG,

I must say that your stories are crazier than mine. 80 cents for ice! That’s nuts! It’s just ironic that you have the money and are practically trying to give it away yet no one will take it. I do wonder how some of these places stay in business.

By: ChaiG

ChaiG — Fri, 12 Dec 2008 00:48:27 +0000

Oh, wow, these are classic, I just wish they weren’t so common. A few of my own.

1. Ordering an Iced Chai Tea and getting it hot, then politely asking for a cup of ice because I had ordered it over ice. The counter person then tried to charge me additonal 80 cents. Why? Why does an Iced Chai cost 80 cents more than a hot one?

2. Going to an online store to order a product advertised as “Any configuration you want” when I submitted my request, I received this response back “Not going to happen”, that was it, that was the entire response. I was willing to pay whatever amount!

3. In trying to book a vacation, I recently contacted 4 all inclusive outfitters, giving them dates, number of people in our party, and all relevant information. They each responded back with a few questions. No problem, I answered all questions immediately. That was 4 weeks ago, none of them have responded back!

4. In pricing silk screening for a large t-shirt order I was doing, I contacted several companies, one company took 6 weeks to return my initial call!

I have money! I WANT to give it to you, work with me!

By: Tamal Anwar

Tamal Anwar — Thu, 11 Dec 2008 17:02:00 +0000

hello Steve, I’ve been in the marketing industry for few years and what I’ve learned is how to treat a customer. Most of the time the store owners and clerks look for few dollars/cents of profit. If you want to make a customer return to your store then sometimes you have to give up those small profits.

If you try to sell everything on the first day, then off course the customer will go away. Your examples are so real and you can add more as you search your life archive. The thing with the beauty saloon happened with me to when I went for a haircut in a regular saloon. I don’t went to that saloon again because I don’t want to be treated bad.

As a store owner/sales person, if you provide better things in the first few days, you can be able to capture that customer and make him come again and again.