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Paper/email trail is vital, but to resolve an issue like this there is no substitute to picking up the phone. Email leaves much to be desired and it's so easy to zip off a zinger. I've been there and it sucks and it's hard to take back.
Customer service is a two-way street. You want to provide a positive buying experience for your audience, but when something goes wrong, the best thing you can do is take the high road, assume the best (they forgot to put the check in) and as politely as possible, call and inquire about it. Putting a positive spin on the lost check opens the door and makes them want to continue the relationship. Emailing "where's my check grrr" closes that door and the back and forth strings ensue. NOT saying that's what happened here, just an example.
I've found some folks actually get off on the email back and forth.
Lonely souls.
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Tru6 Restoration & Design
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