I ran out of my communication record forms the other day and had to reorder more from the supplier. I have been using them for over 15 years and still find it a great method of tracking conversations and follow-ups that will be entered into my electronic CRM.
The problem occurred when I tried to reorder the product using the company’s e-store. I attempted to set up an account and the trouble started. The site kept giving me an error message but couldn’t tell me what data was wrong. I checked the entry numerous times and couldn’t find any errors. I gave up on the website and called the toll free number which stated; “Canada Wide Sales”.
When I reached the customer service person I was told this was not the right number and given a different number to call. They made no attempt to forward or connect me to the right number just, “call here and goodbye”.
I called the new number and told the customer service person about the problem with the website and the published number. In a very condescending voice I was told that I should have called this company in the first place and not the main published number. This was impossible since I didn’t even know this distributor existed and they didn’t appear when I searched online for the product by name.
The rep went on to suggest I should go directly to their website and order the product on line instead of ordering over the telephone. No reason given, no added benefit or savings was suggested just here’s our website.
Three strikes you’re out. I decided I had had enough of this company which I had used for over 15 years and am now waiting on a shipment of new forms from their competitor, who provided great customer service and a bonus for switching suppliers.
It reminded me of a study that showed over 85% of customers switch to a new supplier because of “perceived indifference”. Lets face it my former supplier didn’t care for my order or my opinion so I voted with my $$ and switched companies.
If you would like a copy of our white paper Creating Your Unique Value Proposition please contact me by email and I will send you a copy immediately. If you want to change your customers attitude from “whatever” to “tell me more” this paper can help.
Robert J. Weese
B2B Sales Connections