By Peter Lyle DeHaan, PhD
There’s a certain brand of wool socks that I like. Okay, I really, really like them. I’m wearing a pair right now. I wanted to try a different style, but the local outlets didn’t carry it.
Though I prefer to buy online and bypass the “experience” of going to a store, sometimes I want to check the product in person before making a commitment. You can’t do that in cyberspace.
So I ordered one pair for my tactile evaluation. For some reason I expected free shipping. This was not to be. To unite me and my $13 socks there was a $7 shipping charge. There were no other options.
I placed my order on Friday. Saturday my socks arrived courtesy of FedEx Saturday delivery. Really? It wasn’t like this was a sock emergency. Three-day ground would have been fine, even parcel post would have been acceptable.
I took time to communicate my frustration with the manufacturer, because, well, I’m a bit passionate about their socks and when you care about something, you take time to share concerns.
The rep understood my complaint and agreed, saying other customers told her the same thing. She planned to bring this up at their management meeting later that week.
Two months later I placed an order for more socks. There’s still only one shipping option and it’s still $7. Really?
Read more in Peter’s new book, Sticky Customer Service, to uncover helpful customer service tips, encouraging you to do better and celebrating what you do best.
Peter Lyle DeHaan is an entrepreneur and businessman who has managed, owned, and started multiple businesses over his carer. Recurring themes included customer service, sales and marketing, and leadership and management. He shares his lifetime of business experience and personal insights through his books and posts.