Monday, September 21, 2009
Customer service is an interesting term, and it ellicits a lot of strong responses in people.
But what do we call the opposite? Vendor service? Seller service?
Whatever you term it, it is when the seller asks the customer for help. There is no middle ground in this, it either creates a tighter bond between the two ("Help me help you!") or it is infuriating and bothersome to the nth degree.
I'm dealing with the later. I won't name names this time, as last time I tweeted about a complaint it got VP attention at the company and a lot of people got a lot of grief (though it took that tweet to get real customer service sadly).
But if you sell me something, come and install it, and then YOU leave YOUR STUFF with me, don't ask me to bend over backwards to get you your stuff. When you call and say you want to get it back, don't have an attitude. Don't demand that you can come get it today, right now. And then don't give me the "tiniest violin in the world" story about how if it isn't today then it'll have to be in a week, but you really really need it today.
You just took a sale and turned it into a chore. I'm no longer delighted. I'm frustrated. I'm no longer pleased with the great installation you all did, I'm now spending an extra 2 or 3 hours coordinating you coming back to get your stuf.
Reverse customer service, that might be the right term. It's a fail.