Missed Opportunity - Raj Wadhwani - ContactCenterWorld.com Blog
I went shopping at an office supplies store for a new whiteboard for my office last weekend and ended up buying 2.
Put first up and noticed the free marker pen that came with was broken - literally shattered s threw it away. Then went to put second up (pen was good on this one) and noticed the front of the board was coming away - it was like a laminate so took it back.
Saw the manager and explained I’d like a replacement. I then went to get a replacement from the shelf and noticed the pens on all the remaining ones were also shattered - not a big deal as I had enough anyway at the office. When I went to do the exchange, I mentioned to her (the manager) the pens on all their stock were broken - even showed her the one on the replacement board was broken - she just looked at me and said "oh, ok". She could have easily have got a replacement pen and made good but she did not. Now, I wasn’t that bothered but what a great opportunity was missed to deal with a problem and show how great their service is. So, my mark out of 10 for service? 2 - that’s because it was easy to exchange but that was about it!
When you have a comment and you can do something about it, do something! Often it does not take much to fix a problem! It’s basic!
Publish Date: February 10, 2012 5:13 PM