I am one of the few people that actually spend time completing market surveys. This comes from years of designing marketing campaigns and material. I at least look over the surveys to see if it is worth my time and how much of my time it will take up.
I received a survey from a big box store last week after making and online purchase from them. This survey started off normal with the same questions all surveys ask. Examples: Did you find everything you were looking for? How easy was it moving around our site?
Then the focus changed to customer service. Remember this was an online purchase or order! The questions asked were how well the associate handled my order? How long I had to wait for the associate to help me?
After I started working on the survey I began to look at the issue of customer service. This big box store is not known for customer service at all. I would not hesitate to say I visit this store twice a week as a matter of convenience. That would be roughly 104 times a year minimum. During these trips I never get asked "Can I help you? Did you find everything you were looking for? Were there associates available to assist you?" In this store it is hard to determine who actually works there and who doesn't. The smock is the only giveaway that some of these customer service associates actually work there.
Where did customer service go? Did it go the way of the Unicorn? Did it ever really exist? After completing the survey I sat and thought about it for a while. I've accepted the fact that this retailer doesn't care about that much about the shopper, but more about their bottom line. Yet I spend my dollars with them. That part will change!
Since I service people it makes me wonder if my clients feel this way after a phone conversation with me or after viewing several homes. That is not what I want them to remember I want them to have the warm and caring experience. Big Box serves a purpose but it is no excuse to not receive good service.
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