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?
One rude moment can lose a customer for good, and one kind moment can win them for life. Sticky Customer Service shares story-driven lessons to help your team handle tough calls with calm and care. It is part of the Sticky Success Strategies series.
Peter Lyle DeHaan, PhD, is an entrepreneur and businessman who has managed, owned, and started multiple businesses over his career. Common themes at every turn have included leadership and management, customer service, and sales and marketing.
He shares his lifetime of business experience and personal insights through his books, articles, and blogs to encourage, inspire, and occasionally entertain. Learn more at PeterLyleDeHaan.com.
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