I recently came across the worst customer service I have experienced.
This company managed to rack up some amazing mistakes when it comes to customer service.
I was helping out a friend who was having difficulty with an order for some business merchandise.
Previously, the company had sent the wrong garments in the wrong colours. They also refused to swap faulty garments and printed the wrong logo. You would think that with so many errors they would be working their asses off to make amends.
One of the owners shouted at their client on the phone complaining that they are the only people they have any problems with. They mentioned that the products could have been damaged by the client. They also told the client that they had agreed to change the logo on the small garments, which wasn't true. They began to make up stories.
Now imagine that correcting these mistakes may cost £10-20, while giving the business a chance to over-deliver with style and make the customer feel amazing. Imagine that the total profit could be £500-1000 per year. Imagine risking that yearly payment because you HAVE to be right, you don't want to take responsibility and go on to BLAME the client.
Well, a meeting was set up to sort out the issues and I offered to go along. I was a touch skeptical that a business would react like this because it's an easy fix.
Now for the amazing part...
We entered the office and were introduced to a look of "get out". Stunned, I walked out and waiting outside, which is basically the car park. Once we were shouted into the office, the first problem with the wrong garment and colour was solved in seconds, even though on the phone this was the clients problem. So far so good! One down, two to go.
The second issue was the wrong logo. The business persisted that they told the client about this and that the client had accepted. The client obviously didn't but the client was repeatedly told they were wrong, even though this person we were meeting wasn't part of the conversation. After a battle and a few insulting comments, we managed to get a refund. Two down, one to go, but very pissed off.
Now, when a product is faulty, just take it back, send it to where it originally came from and everyone gets their money back. You cant expect millions of garments to not have a flaw, they will always miss a few, it's not a big deal.
However this was their first comment when looking at an obvious machining miss-stitch.
"If someones tried them on, we cant refund these. Although, I do agree the product is faulty but they've been worn so theres nothing we can do."
I have never heard of a policy like it, its possibly the most stupid thing ive heard in my career. It was so ridiculous I started to laugh.
"Please don't laugh at me."
After making the following points, everything was solved, but mainly because the owner came in and sorted everything out:
1. If you screw up, take responsibility and sort it. Then make up to the customer. It's not difficult. Make sure they leave you feeling better and that you care.
2. If you have informed a client and they insist thats not the case, step down, apologise and sort out their problem. Just take note and make sure you are super clear the next time.
3. If something is faulty, take the hit, fix the problem asap, apologise and over-deliver.
4. Make sure that the customer leaves with a positive story they can tell friends & colleagues.
5. CARE
