I am so frustrated with a vendor right now. He was scheduled to be here in 30 minutes, just called (thank goodness) to say he will be by tomorrow morning. No explanation, no sorry.
Meanwhile I had arranged my entire day around this service call. I planned to be here in the office and available for questions and insight.
Sound familiar?
My first reaction: Who Will I Tell? There must be someone who will empathize, who understands the frustration, who says all the right things, who has been there.
Research differs on the how many customers are told about these exact experiences.
Satisfied Customers tell three, unhappy customers tell many more.
As a service provider, we strive to be on time, every time, every service.
But we also know life happens and there are situations out of our control. I believe there is a direct correlation between communication, promptness and quality of service.
We strive to communicate, work at always doing it better, and learn from our customers when we don’t.
Let’s hope the guy shows up tomorrow morning! Thanks for letting me vent!
