Hell Hath no Fury like a Customer Scorned

**dharrison** · #1 (**permalink**) 09-14-2007, 09:26 AM

Hi all

Before going on holiday, I had to buy a new mobile phone as my one was on its way out. I didn't want to spend too much but wanted to be able to make and take calls, text and if another tree decides to land on my car, I can take a half-decent image to give to the insurance company.

So I went online and looked at the cheap phone shops. I won't name them, but I bought a Sony Ericsson phone which had the best price in comparison and did what I wanted so I ordered it.

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**crankydave** · #2 (**permalink**) 09-14-2007, 11:47 AM

I hope you enjoy your holiday AND have a phone to use.

It still amazes me at lackadaisical attitude so many take when it comes to communicating with customers or potential customers.

AFAIC, the single most powerful marketing tool you have available to you is the ability to communicate quickly and easily. How many times have you wondered whether or not an email or other communication was actually received because you never got a reply?

So many folks take this one simple thing for granted.

Dave

**dharrison** · #3 (**permalink**) 09-14-2007, 03:50 PM

Hi CD

Yeah I have had my holiday and got my phone. Funny enough I still got it cheaper than the offending website was offering it for.

It is true about the most powerful marketing tool being communication, but its amazing how many companies stumble even at that point. My old hosting company (for that same reason) are o longer on the phone, any emails sent to them bounces straight back so the only way to get hold of them is to leave a ticket where the average wait is about 3 days.

This is why I binned them and used another hosting company.

**crankydave** · #4 (**permalink**) 09-14-2007, 04:28 PM

Very recently, I received an email from a customer that went like this..

Quote:

To whom it may concern

I am interested in purchasing <this item> and I need to know if it is in stock, how quickly you can ship it to me, and when I will receive it. I have emailed several stores and the first one to respond will get the sale.

I happen to respond to the email in less than 30 minutes and not more than 15 minutes after that, they placed the order thru the website.

A few days later, I got this email from the customer...

Quote:

Hello David

I cannot tell you how pleased I am with the <item purchased>. It is absolutely perfect! Just so you know, I emailed <competitors sites> and you were the only one who responded immediately. That's what I call customer service! I'll be doing business with you again!

The power of communication.

Dave

**dharrison** · #5 (**permalink**) 09-14-2007, 05:03 PM

Its not often you get such positive comments. I would luurve to get such a scenario especially with local competition.

As I said in my article (I can't speak for the US as I've never been there) but the UK is definitely a nation of whingers.

nipplecharms1 · #6 (**permalink**) 09-25-2007, 06:27 PM

DH,

We try to also respond to e-mails within 10-15 of receiving them. I cannot always promise we do, but we sure as heck get to them before the end of business. Also, I have been known, as has my wife, to respond to emails from home, in between making meals, laundry, putting little ones to bed, the "s" word

, you get my point.

That is the low lying fruit that no one seems to want to pick. Give them all to me!!! I will be more than happy, like Dave said, and take the few minutes to answer the e-mail and get the sale.

And we try to ship the same day if possible. That is the other difference. Why should I, as the consumer, have to wait so long to get my stuff shipped? Even if the site is part time for someone, they should be able to get it shipped next day at that latest. If we cannot ship, they have at least two e-mails telling them it cannot ship and when it can or a second offering a substitute.

Are we the only ones barking at the Moon? I think so. Let the others be stupid as we make more and more customers happy. SSSShhhhhhhhhhh

Michael

Ps now I have to figure out what to send in a monthly e-mail/newsletter when I have nothing new on the site!

**crankydave** · #7 (**permalink**) 09-25-2007, 07:29 PM

Michael...

For your newsletter/email have you considered...

-contests or giveaways
-tips/reminders
-free gifts/shipping/coupons/etc. for recipients only

Dave

nipplecharms1 · #8 (**permalink**) 09-25-2007, 11:14 PM

Quote:

Originally Posted by crankydave

Michael...

For your newsletter/email have you considered...

-contests or giveaways
-tips/reminders
-free gifts/shipping/coupons/etc. for recipients only

Dave

All great ideas. We do have a contest on the site and unfortunately have been inundated with Spam. F'ers!

I like the other two ideas... time to renew the constant contact account.

As always, thanks Dave!

Michael

**crankydave** · #9 (**permalink**) 09-26-2007, 09:54 AM

Quote:

Originally Posted by nipplecharms1

All great ideas. We do have a contest on the site and unfortunately have been inundated with Spam. F'ers!

I like the other two ideas... time to renew the constant contact account.

As always, thanks Dave!

Michael

Instead of putting it on the site, make it exclusive to the folks who receive your newsletter.

Dave

cw1865 · #10 (**permalink**) 10-02-2007, 06:18 PM

Quote:

Originally Posted by crankydave

Very recently, I received an email from a customer that went like this..

I happen to respond to the email in less than 30 minutes and not more than 15 minutes after that, they placed the order thru the website.

A few days later, I got this email from the customer...

The power of communication.

Dave

This is very true, people want instant gratification.