Tag: marketing

I currently reside in the city where “Hospitality has gone to die”.

Sure doesn’t make much of a license plate quote, but it sure is accurate.

But I don’t think it’s just here. I think the customer is a problem is a wide spread issue.

I bought my home almost 4 years ago. Since then, I have required the services of electricians and plumbers. I’ve also needed A/C, washer, and dryer repair people. I have also needed delivery people, movers and landscapers. Honestly, if I gave it more thought I am sure I could add to that list. Exterminators, trappers, pond maintenance, roofers, painters, and the list does go on.

Sadly, I had scheduled appointments with 30 or 40 people or businesses. Only a small percent showed up on time. I would estimate just 15% were punctual.

You know what all 15% of those businesses have in common?

They were all hired. All of them. They now have my money.

You know what the other 85% have in common? Two things. None of them have my money. None of them have my recommendation.

Why is it that the consumer is not the problem? When did the consumer become the bane to success?

I always thought that without customers, business would fail.

Business sure don’t seem to see it that way any more. Even as more and more of them fail.

How did that happen? Why would anyone allow it? From a business perspective, communication is the EASIEST thing to offer your customer or potential customers.

If you are running late, call the customer. If you can’t come as scheduled, call the customer. If you decided you don’t want the job, call the customer.

Promise the customer something, live up to the promise or at the very least have a conversation with the customer. Just communicate.

A friend of mine was in need of having a fence pushed over. To big a job for her and I, but a very easy task. Total time to do the job 3 minutes.

She posted the job. She shared the scope of the job, time frame, and what she was going to pay. Several companies said they would do it. She went with the first one that called.

4 days later and 2 missed appointments, she is re-posting the job. The company she hired elected not to show up. They didn’t call her. She called them. They rescheduled for a time that worked for them. She made it work for her.

They didn’t show up.
They didn’t call.

They won’t be getting her money. They won’t be getting her recommendation.

Sure, this was a contractor job for a home. The job won’t take long. The Job isn’t going to make this business a fortune.

Poorly treating a customer will cost them. Not living up to their word will cost them. Failing to communicate in even the simplest forms, such as calling, texting, or email, will cost them.

In the same place she posted the job she will be sharing her most recent experiences. She will share nothing but facts. She will let people know her experiences share better options than the company that devalued her business.

This quality of customer disrespect happens all over. Grocery stores, retail of all kinds, restaurants and bars.

Somehow the consumer has become a nuisance not a partner.
The customer as been from from valued ally to inconvenience.

I have written hundreds, if not thousands, of reviews based on my experiences the past 7 years. If I go some place, chances are they are getting a review. My reviews do talk about quality of food or product. But many of my reviews end up taking a customer service .

Customer service can make a bad product not as bad, especially in restaurants. A good experience can salvage bad food.

But nothing can overcome bad customer service. You love the car you bought, but the sales person is the reason you will not be recommending the dealership. Customer service.

The easiest thing any business can do is provide quality customer service. The easiest way to provide quality customer service is to communicate.

Greet you customer.
Listen to your customer.
Understand your customer.
Live up to the commitments you make to your customer.
If something changes, talk to your customer

The rest is of the business is just filler.

You want my money. Do what you said you were going to do and keep me informed.

Communicate with respect or fail.

It’s just not complicated.