by Terry
Here's another dirty little secret, I overheard at a print shop. This one is an example of bad customer service affecting price and customer satisfaction. This conversation just blows my mind:
The Scene: An employee, we'll call her Rosie, calls out sick. There is a job that is due out on the day that she's out. The temp. person doesn't know about the job, but the Manager (we'll call him Roger) does know about the job, although he does nothing.
The job does not get done. Then the following day, the customer comes in and hand delivers a disk. On the disk is a change requested by Rosie, (it must be changed in order to run the job correctly.)
The following conversation ensues:
Customer: You're going to charge me another $18.75 for something that's a really quick fix, whether I bring you a new disk or not [whether he fixes it or the print shop fixes it]. The job is also already a day later than was promised. Could you forgo that charge?
Roger: That is company policy, there is nothing I can do. We have an $18.75 minimum charge for changes.
Customer: I send files to other companies around here and they don't charge me like that. If a service bureau shop opened across the street, they wouldn't charge me like this.
Later, the following conversation between Rosie and Roger:
Rosie: Well fine, if a service bureau shop opens up across the street, he can go there but he won't get the quality of customer service he gets here.
(Her attitude is that simply doing the customer's job is quality enough.)
Roger: Right. He isn't a big enough customer to change the rules for.
Bad, bad, bad... You've got to provide good customer service (at the least getting a job out on time) to everyone, big or little. Not that you should give all your work away, but if you're at fault - as in this case, the job was late through no fault of the customer - maybe giving a little will get you back a lot later, in the form of a return customer and referrals.
source : thewritermarket.com
Picture from whybuyusedcars.com added by pitonhneg
Here's another dirty little secret, I overheard at a print shop. This one is an example of bad customer service affecting price and customer satisfaction. This conversation just blows my mind:
The Scene: An employee, we'll call her Rosie, calls out sick. There is a job that is due out on the day that she's out. The temp. person doesn't know about the job, but the Manager (we'll call him Roger) does know about the job, although he does nothing.
The job does not get done. Then the following day, the customer comes in and hand delivers a disk. On the disk is a change requested by Rosie, (it must be changed in order to run the job correctly.)
The following conversation ensues:
Customer: You're going to charge me another $18.75 for something that's a really quick fix, whether I bring you a new disk or not [whether he fixes it or the print shop fixes it]. The job is also already a day later than was promised. Could you forgo that charge?
Roger: That is company policy, there is nothing I can do. We have an $18.75 minimum charge for changes.
Customer: I send files to other companies around here and they don't charge me like that. If a service bureau shop opened across the street, they wouldn't charge me like this.
Later, the following conversation between Rosie and Roger:
Rosie: Well fine, if a service bureau shop opens up across the street, he can go there but he won't get the quality of customer service he gets here.
(Her attitude is that simply doing the customer's job is quality enough.)
Roger: Right. He isn't a big enough customer to change the rules for.
Bad, bad, bad... You've got to provide good customer service (at the least getting a job out on time) to everyone, big or little. Not that you should give all your work away, but if you're at fault - as in this case, the job was late through no fault of the customer - maybe giving a little will get you back a lot later, in the form of a return customer and referrals.
source : thewritermarket.com
Picture from whybuyusedcars.com added by pitonhneg
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