Customer Relationship Management Fail – Part 2
I have always collected “bad customer service stories”. It is a personal bug bear of mine, which has been exacerbated since I started my career in sales more than 15 years ago. Sales people get a bad name for themselves principally as a result of all the bad sales people out there offering a poor service or customer experience. They make my job more difficult.
My frustration has been increased now that I have moved into the software industry. There is such a wealth of excellent software to run your business that there really isn’t a good excuse any more for much of the bad service that we all experience.
ClickFox –(an American based journey-analytics company) have published research which outlines peoples’ biggest frustrations. An unbelievable 42% have cited that, having to speak with multiple sales people and starting over again every time, is their main bug bear.
*Sigh*……How easily this is fixed by getting good Customer Relationship Management software.
With that in mind, here’s an update to my earlier blog Customer Relationship Management Fail where I highlighted my parents’ bad experience with a double glazing company:
Sales person Duncan* left “Well Known Double Glazing Co.” and called my parents from “Another Well Known Double Glazing Co.” a few months later; “Hi, Mrs Lawson. Remember me? We spoke a few months ago about new double glazing for your house. I’ve now moved company and thought I’d give you a call to see if you still have a need”.
Pleased that he had remembered not just the original conversations, but also the quote and requirements, my parents are now the happy owners of 7 new windows, 1 floor to ceiling, 2 patio doors and a brand new front door. Under the circumstances you might think it unnecessary for Duncan to have made a third call a month after installation, “Hi, Mrs Lawson. Remember me? We spoke a few months ago.” Yes, he really had forgotten that he had already made the sale.
I am tempted also to tell you about how my husband has to wait 20 minutes, once a fortnight, at the reception of his local chiropodist while they try and force an appointment through their “new booking system”, which has inadvertently associated the wrong clinic with his record. Or about the “ground breaking designer beauty boutique” which sends me multiple “We are pleased to tell you your order has been shipped and charged” emails several weeks after the goods have been delivered. But perhaps I will leave those for another blog.
It’s all so unnecessary; and given the ClickFox research says that customers don’t just get angry, they get even, it’s also really really stupid.
Written By Emma Stewart – Sales and Marketing Director at Cofficient.
*Names have been changed to protect vulnerable sales people from feelings of shame