Suppliers that provide me with the service I've paid for!
Obviously Christmas wouldn't be Christmas without the standard issue socks and novelty jumpers, but with everyone out shopping at this time of year I think a decent level of customer service is a must for any business.
I pride myself, as many of you already know, on the service and personal touch I provide for my customers. I always aim to 'under promise and over deliver', a valuable lesson I was taught early on by one of my managers at the very first company I worked for.
Maybe it's that what leads me to believe customer service is the single most important factor in business. Or maybe it was my time living in the States, where shoddy customer service just isn't tolerated.
Either way when I receive bad customer service I take it badly.
I work tirelessly to make beautiful memorial jewellery and get it returned to it's rightful owner as soon as possible. For obvious reasons my orders are of extremely high sentimental value and that's why I love being a one woman band - I'm in control of that precious cargo throughout the whole process - almost!
At some point I have to relinquish that control to send the order back to you. Now I've done a lot of research into the various ways of getting your orders to you, and it's paid off.
I'm pleased to say every single order has been delivered safely back to it's owner.
But to me that's nothing to celebrate. You see that's just a given expectation of you paying for your order and me in turn paying the courier company.
So when 2 parcels weren't collected from me when they should have been I contacted the courier company. It was 7.30pm and was told to wait until after 8pm. I specifically checked with the representative that there would still be someone available to contact after that time and was assured there would be.
Well, 8pm came and went and still no collection, so I tried to contact them and low and behold they're not contactable after 8pm! In my book being told an out and out lie is a dreadful way to treat customers! Needless to say I sent a strongly worded email immediately to which I got an automated response to say someone would get back to me within 24 hours - not good enough!
The next morning at 8.05am I began a 'live chat' with a representative. Their responses were extremely slow but I was been advised that the parcels should be collected that day (a day later than originally agreed - again not good enough!) They weren't able tell me why the previous day's collection was not made though.
I checked that the parcel would still be delivered by the agreed date from my original booking, after all, if you've booked a 3-5 day courier you wouldn't expect delivery to take any longer than the original 5 days you'd paid for right? Wrong! They also couldn't confirm that and advised that delivery would be 3-5 days from the new collection date.
They did helpfully suggested I could drop my parcel off at a depot, even though I'd paid extra to have the packages collected. but it's okay because I'd get a 10% discount off my next order.
Oh and to top it all off, all this took from five past eight to ten to nine as their replies were so slow. Yet while I trying to think of a tactful way to word my reply (after all it's the company that i have the problem with, not the representative) I was warned that the chat would be disconnected if I didn't reply within 2 minutes, despite waiting well above 5 for theirs!
Shoddy, shoddy, shoddy!
Why on earth would they think I would want to place any future business with a company that makes my own business look bad??
I don't ever want any of you to be in doubt about ordering from me, so my pledge to you is that I'll only ever use companies (courier or otherwise) that offer the same excellent levels of customer service that I offer myself. I'll never pick a company because they're the cheapest, i'll ALWAYS look for the best value, and I won't ever COMPROMISE on quality.
If you're looking for memorial jewellery and don't want to compromise on service or value head over to my shop now.
If you've still got questions why not send for a FREE information pack today, it's full of answers and has a brochure so you can see the entire range.
Owner and Artist at The Glass Goddess.