Quote:
Originally Posted by stomachmonkey
No excuse for poor customer support.
Last week got an email from someone who bought one of our games for her kids b-day. 50 mile roundtrip to her local Walmart.
Kid opens it up and instead of finding the game disc he finds one of those clear plastic "discs" that you find at the start of a stack.
So she had to do another 50 mile roundtrip to get it exchanged.
The manufacturing issue was not our fault and there is no way for us to be aware of it until the customer complains plus she did get it exchanged.
But still, she was out 100 miles worth of gas and time and aggravation plus the kid was naturally bummed.
Yesterday I sent her a care package with a promotional t-shirt for the game, a mouse pad and a $20 strategy guide.
We lost money on that customer but we did not lose that customer.
She will buy our products again.
Sometimes companies lose sight of the lifetime value of their customers.
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Yes, but you actually CARE about your customers.
You did the customer support that will keep customers happy and saying good things about you. Dell has gotten so big they can't do things like that for small customers. Each tech support person is on a clock to take the next call.