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    « Do you provide a service your customers can readily understand? | Main | Repeat after me, not everyone is your customer »

    February 11, 2008

    Comments

    Stephanie Diamond

    Mack, Great idea and thanks for your great blog! They should use this problem as an opportunity to do more for the good customer, not restrict their privileges. If they saw the look on their customer's face when they told her she couldn't get a full size shopping bag to accommodate all the items she bought, they would have gotten the irony right away.

    Mack Collier

    Instead of passing the problem along to the customer, why not add a benefit that also solves the problem? What if the store started having someone follow the customer to their car and offer to put their items in their car for them? Customers that weren't stealing anything would see this as an added benefit, while those that were thinking about stealing would probably think twice if they knew they would be escorted to their cars.

    Stephanie Diamond

    Richard, Thanks for the comment, you have a very interesting blog. I agree that the word of mouth on this won't be good. If they watched this practice in action, they would have immediately seen how detrimental it was for their biggest customers.

    Stephanie Diamond

    Richard, Thanks for the comment, you have a very interesting blog. I agree that the word of mouth on this won't be good. If they watched this practice in action, they would have immediately seen how detrimental it was for their biggest customers.

    Richard Rinyai

    This could actually have a snowball effect on other customers going to this store. The woman could tell her friends of her negative experience and her friends would tell their friends.

    Can you imagine the magnitude of negative comments towards this store?

    Thanks,

    Richard Rinyai
    www.theprofessionalassistant.net

    Marc

    Great article.

    Your readers might want to try www.Measuredup.com a leading customer service review website where people share reviews with other users and with companies. Companies that are involved with and value customer service read Measuredup to keep up on what people are saying and to be able to improve customer service.

    It is free and easy to use.

    The comments to this entry are closed.

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