Right before my last birthday I had an eye exam. It had been exactly a year and I knew my
eyesight was getting worse. I have been lucky to get away with the “cheater”
glasses you can buy anywhere to help you read.
My eyesight had changed drastically since my last exam and
it was time for the dreaded bifocals! I
have four older sisters that are a decade to a decade and a half older than I
am. So, I know what is ahead of me by
watching what happens to them. I have been watching each of them get bifocals
or reading glasses and knew this day would come for me.
So, I went to a local vendor and was talked into a set of
tech-ease glasses. They are supposed to work for people who need to read and
work on a computer. Long story short, I
hated them. They gave me head and neck
aches trying to adjust for a little over a week.
I took them back to the place because the man told me not to
worry because I had thirty days to bring them back and get something else. But, the lady who had the displeasure
(apparently) of having me bring them back provided a not so pleasant
experience.
Was she rude? No not
really. But she made it clear that she
didn’t want to “deal” with a return especially one that involved
insurance. All I wanted was simple
reading glasses.
She decided to take one pair back and put in reading lens
for me. That way she wouldn’t have to “deal” with insurance yet if I didn’t
like these glasses.
The point of this story is that customer service in some
places seems to be non-existent. As long
as I am spending money with you, you will treat me just great. But when I have
a return, you can forget the niceties.
Will I ever go back there for another pair of glasses? Not in a million years. There are too many other places that will
take my business. So, be careful when
you or your employees are working with a customer who is unhappy or needs to
make a change that will cost you time.
The way you treat that customer may cost you more than time, it may cost
you their business.
Suzanne Cormier
Executive Director
BizWorks (Small Business Incubator)
Follow Suzanne Cormier on Facebook and
Twitter @BizWorksCenter
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