Shoo! You customer, get away and don't come back! (My Rant for the Day)

By
Services for Real Estate Pros with Marte Cliff Copywriting

Right now I'm steaming just a bit, and wondering what we're going to do.

This story starts months ago, when my neighbor started talking about Rocky Mountain Oysters. You've seen me talk about him before - he's in his 80's, a cancer survivor, and has a small herd of cattle. During calving season (right now), my husband is up there almost every day, helping with something.

Sometimes I'm there too, when the situation calls for more hands.

Anyway, his birthday is tomorrow, so last week I got a notion to get him some Rocky Mountain Oysters for a surprise. They aren't something you find at the corner grocery!

I got on line and found them at a company in Nebraska, and the man on the phone assured me that if I ordered that day they would be shipped on Monday the 14th and arrive on Thursday the 17th. He even gave me cooking instructions.

Then my husband and I got together with my son and another neighbor and planned a little get-together for tomorrow night.

Today I started thinking about the fact that most places send a shipping notice and I hadn't heard from this company, so I called.

The man said "Oh, I was just about to call you." It seems that he'd been calling everyone who expected their orders tomorrow, and I was next on the list.

Then he went on to explain that one of their employees had left the lid off the dry ice and it had evaporated. So they couldn't ship on Monday as promised. But it's OK - because they'll ship NEXT Monday. I'll have the order next Thursday for sure.

I told him that wasn't going to do much good for tomorrow night's birthday party.

What is wrong with people??

Obviously, this idiot knew on Monday that he was not going to ship on Monday.

Why didn't he call all of us as soon as he realized he wasn't going to ship the orders? Why didn't he find another supplier and call and tell me their phone number? At the very least, he could have warned me so I could have figured out some other kind of surprise for tomorrow.

If he really wanted repeat business, he could even have decided to swallow his losses and put those orders on an overnight Fed Ex.

But he didn't do any of those things.

I'm debating about calling back to cancel the order. They really don't deserve my business - or business from any of the others on his calling list.

There's more than one way to make customers go away, and this one is pretty darned effective!

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Rainmaker
169,709
Faye Y. Taylor
StepStone Realty, LLC - Floresville, TX
Homes for Sale Floresville, La Vernia & San Antoni

GRRRRRRR............ You are correct.

Think I would cancel

Mar 16, 2011 10:42 AM #1
Rainer
114,649
Cinnamon Wright
Wilmington Real Estate 4U 910.547.1446 - Wrightsville Beach, NC
Assistant to Tish Lloyd

This is worthy of a rant.  Rant, away!

Mar 16, 2011 10:47 AM #2
Rainmaker
566,023
Diane McDermott
Realtor®, GRI, Landis e2 Real Estate, LLC - Charlotte, NC
Charlotte NC Real Estate Market

With customer service it's not so much whether a mistake happened but the response to it that can inspire loyalty or fury.  I'd be pissed too!

Mar 16, 2011 10:55 AM #3
Rainmaker
1,544,964
Marte Cliff
Marte Cliff Copywriting - Priest River, ID
Your real estate writer

Faye - I'm really considering it. I need to talk it over with my husband and see what he thinks.

Cinnamon - Thanks. Sometimes if feels good to rant!

Diane - Exactly. Had they called on Monday I'd have been disappointed, but not angry.

Mar 16, 2011 10:59 AM #4
Rainmaker
171,862
Vicki Pedersen
Pedersen Real Estate - Riverside, CA
Providing Exceptional Real Estate Service

This is a situation definitely worth of frustration and ranting.  It is also an example of how not to handle customer service.    **Sometimes seeing what others/companies do wrong in their customer service shows us ways to make sure we provide much better customer service.

Mar 16, 2011 03:56 PM #5
Rainmaker
1,544,964
Marte Cliff
Marte Cliff Copywriting - Priest River, ID
Your real estate writer

Vicki - Yes. The lesson in this one is: If there's a problem, let people know immediately. They might not like it, but they'll know you're doing your best to take care of them.

Mar 16, 2011 06:11 PM #6
Rainmaker
322,226
Laura Sargent
Carolina One Real Estate - Mount Pleasant, SC

They did not fulfill their end of the transaction and they were not even smart enough to open up in a timely manner.  Lazy!  I'd cancel.

Mar 17, 2011 12:50 AM #7
Ambassador
3,093,339
Chris Ann Cleland
Long and Foster REALTORS®, Gainesville, VA - Bristow, VA
Associate Broker, Bristow, VA

That would make me so very furious.  And you show such restraint in not outing the company responsible for blowing this one.

Mar 17, 2011 04:41 AM #8
Rainmaker
1,544,964
Marte Cliff
Marte Cliff Copywriting - Priest River, ID
Your real estate writer

Laura - No, but they put the credit card charge through last week!

Chris Ann - Maybe I still will. I'll see how it goes after I call to cancel the order - How fast I get a credit!

Mar 17, 2011 04:56 AM #9
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