Some kind of obsession.
Recently I was reminded of how catalogue shopping used to be. You filled in an order form and posted it back to the retailer, or gave them a call, to tell them what you would like to buy. However, there was always the obligatory, “Please allow up to 28 days for delivery.” Can you imagine that now?
Today we, rightly, expect instant replies from companies if we send them a message. We want our goods shipped that day and to receive them the next. If we have a problem, we expect the retailer to deal with it with the same speed that they dealt with our purchase.
This has always been at the heart of what we do, here at Frugi. It is said that, “You only know how good a company is by how they behave when you have a problem.” Well, we’ve always tried to behave impeccably, and to surpass our customer’s expectations. A cliché maybe…everyone says that don’t they?
Well, this leads me on to why I was reminded of, “The good old days.” I recently had reason to return a pair of trousers to a well known clothes retailer. So, I emailed and had an automated reply that my email would be replied to within 48hrs. Crikey, 48hrs seems like an eternity these days. Anyway, I didn’t get a reply so I emailed again and then tweeted them. So, I then came to return the trousers.
Anyway, after about a fortnight I emailed again and had to go for exactly the same procedure to see what was going on. Got my money back eventually but crikey, what a hassle.
What I am trying to say is that companies need to be ‘on it’. Talking to their customers, answering their questions, shipping their goods, dealing quickly with returns. Basically, it should be some kind of obsession.