It's a Sunday and it's snowing. It's been expected. All week the weatherman's been divining snow. "On Sunday, wrap up warm " he tells us, daily, from Wednesday. Now fast ahead to Sunday and certain sufficient it is a cliche'd winter wonderland scene. A white out. Plus a smug weatherman. As a dad I really feel it's my obligation to take my three 12 months outdated son sledging. For the primary time. (Of the 2 of us I believe it's me who's most excited about this).
But the place do I buy a sledge? My other half - wiser by half - suggests I ring around first: given the climate's been forecast for so long. Probably been a run on sledges she says. Too right. The entire south east of the UK rose early and to a man (woman and child) did not do anything else that Sunday morning but purchase sledges. In bulk. I ring twelve stores. Large ones. Small ones. And earlier than I even get to the word... "sledge? All gone mate. Offered the final broken one half an hour in the past".
Forlorn in this paternal tragedy, cursing my crap planning, I give up. Son & I crunch to the automotive and trickily drive/slide to Starbucks to lament over a coffee and a chocolate biscuit. We park up and I spot an outlet of a national retailer of motor automotive and camping accessories (no, I will not identify them). I determine it's acquired be price a punt though they're shutting at 4pm; in about half an hour. The 2 of us wipe the snow from our boots and I enquire after..."sledges? Offered out. All gone this morning about half ten".
As we trudge about the store making an attempt to get excited about wiper blades I overhear some constructive noises from a wee girl at the store front. She says no more and heads up to the stock room. She returns with a bright crimson sledge. "Excuse me you possibly can have this if you need? Anyone else reserved it for a 2pm choose up but they have not collected it, so you can buy it. If you'd like it?" If I want it? A crimson sledge. And it's acquired steering. Err...ok...go on then...you've got twisted my arm. In abstract then, ecstatic dad goes sledging (in fading gentle) with super excited son and camera toting mum. Again of the net.
This was all just earlier than Christmas. At present, in April, I went to the identical national retailer who specialises in automotive parts, camping stuff, and cycles (I am still not naming them) but to a distinct outlet. I bought a alternative brake gentle for my car. However the customer service was at the other finish of the spectrum. A young girl on the until was surly and unresponsive. She just did not want to be there. (Be aware to self, is there any mileage in this thought for a TV series: "Grumpy Young Women").
And so finally my pricey, affected person reader I can set out my point: this 'two ends of the spectrum' expertise demonstrates just how important good customer service is. We discuss it. We write about it. We advocate after we expertise good service. And good customer service builds manufacturers and loyalty. I will actually go back to mentioned retailer. The good outweighed the bad. But you may be certain if the senior administration were aware of my contrasting experiences they'd be seeking to fix it. It is why they rise to be senior.
Being cheaper than your opponents is not sustainable in the long term. Delivering better customer service is. Simply take a look at the examples: Kwik Save: gone. FineFare: gone. Peacocks: trying very wobbly. Apple: thriving. M&S: going strong. In immediately's ultra aggressive digital age having the sting in the customer service stakes gives a huge increase to an organisation's probabilities for success.
I'm re-inventing customer service levels in the property administration sector.
This article is written by Michale Emma. We provide working 6pm coupon code, bodybuilding.com coupons and coupons for various other online stores.
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