Customer Service - Managing Expectations
Being interested in communication skills, I love to look at the way businesses communicate to me when I'm the consumer... and I've been both surprised and disappointed recently.
Surprise: Ikea - well done! I went to buy some bookshelves only to find I couldn't move the packaging from the rack onto the trolley (didn't think I was that weak!). I quickly found someone in the stores department who not only helped me move the packages I needed, but also wheeled my trolley to the check out. There I was met by another helper who wheeled my trolley to the lift once I'd paid for my goods and the third and final helper met me at the bottom of the lift to help place my purchases in the car. Thank you Ikea Milton Keynes - great service!
Disappointment: Local florist (remaining nameless). I booked an appointment to discuss wedding flowers with a local florist and on the appointed day I turn up expecting the florist to have brought in her albums of designs (confirmed at the time of booking) and also to have details of April flowers from their Devon supplier. Neither were available. I left after 10 minutes feeling rather let down, with an assurance that I would be contacted once the information from the supplier had come through and at that point I could go back in to view the albums. I am now four weeks later and guess what ? Nothing! No contact, no email, no phone call. I thought business was tight for companies out there, obviously this florist can afford to lose business - I've gone elsewhere for my flowers!
Lessons:
Surprise: Ikea - well done! I went to buy some bookshelves only to find I couldn't move the packaging from the rack onto the trolley (didn't think I was that weak!). I quickly found someone in the stores department who not only helped me move the packages I needed, but also wheeled my trolley to the check out. There I was met by another helper who wheeled my trolley to the lift once I'd paid for my goods and the third and final helper met me at the bottom of the lift to help place my purchases in the car. Thank you Ikea Milton Keynes - great service!
Disappointment: Local florist (remaining nameless). I booked an appointment to discuss wedding flowers with a local florist and on the appointed day I turn up expecting the florist to have brought in her albums of designs (confirmed at the time of booking) and also to have details of April flowers from their Devon supplier. Neither were available. I left after 10 minutes feeling rather let down, with an assurance that I would be contacted once the information from the supplier had come through and at that point I could go back in to view the albums. I am now four weeks later and guess what ? Nothing! No contact, no email, no phone call. I thought business was tight for companies out there, obviously this florist can afford to lose business - I've gone elsewhere for my flowers!
Lessons:
- Don't make promises you can't keep
- Keep your customer informed at all times (even if you have no information, a status update is worthwhile)
- Go the extra mile, small touches are appreciated
posted by Kate Atkin at 8:23 am
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