In the last post, we talked about figuring out what your customers want out of a positive buying experience. Today I was going to talk about the concept of Deliver +1 and how this concept can take your customer service to the next level. Instead, I need to share a recent experience as an example of what not to do in your customer service system.
Over three weeks ago, STX hockey ran a BOGO special. Anyone who knows me knows I love STX equipment. As you can imagine, I was excited. It was the chance for me to pick up their top-of-the-line sticks for $100 or less, which, if you are a hockey player, it’s a steal.
However, when my order arrived, it only had two of the four sticks I had ordered; the box was ripped open. I was shocked. I immediately went online to look up the customer service number. I called no answer; upon listening to the customer service message, it stated that they do not have customer service hours on the weekends and suggest sending an email.
I left a voicemail and then followed up with an email to highlight my issues and my desire to speak with someone. I expected them to get back to me on Monday.
Monday afternoon rolls around, and no replay. So I decided to call again, no answer. I leave another voicemail and email. Two days later, I called again. This time added how they could resolve the issue to my satisfaction. (see email below)
I waited another two days and no response. I left another voicemail and an email. At this point, I have created three support tickets and was starting to get frustrated. I am a massive fan of the brand and love their equipment, but the lack of support was ridiculous.
Once again, the weekend was approaching, so I knew I could not get a hold of anyone. So I decided to try the hail marry of getting shit done before I just cut my losses and move on, never to buy from them again.
I looked up the CEO, email, and phone number using a prospecting tool, shout out to Seamless AI. I sent a final email highlighting my displeasure and how I would like to see it resolved.
Later that afternoon, I got my first response. Now it took me over two weeks of messaging and calling to get a response. You would think they would have taken the time to read my emails and listen to my voice mails, where I spell out my problem.
No, the first thing is two different customer support agents contacted me—each one asking for my order number, which I had shared with them twice in earlier emails.
After giving them the information, they credited my account and have sent me the two missing sticks, which seems like a desired result. I got everything I wanted and then some; however, they still made several significant mistakes. These were the ones that bothered me the most.
- Their customer service agents were called agents instead of having names, which made the limited interaction feel impersonal. To be honest, this was a characteristic of the entire experience.
- They were extraordinarily unorganized and failed to communicate how they resolved my problem. Suddenly, I got an email from my credit card company that I had received credit and a similar message from UPS that a package was on the way.
- Lastly, no apology. I am glad they resolved the issue, but seriously they took no ownership and left the experience feeling cold.
As you continue to read this series on customer service, I hope you take my experience to heart while developing your customer service systems. Next week I will introduce the concept of Delivery +1 and the 1% rule.
In the meantime, if you need help building a holistic customer experience that turns your clients into raving fans. Then don’t hesitate to contact me.