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Did you lose the customer on the way out the door?

image We just framed an amazing photo by Justin Guariglia.  The best framing shop in town did a fantastic job.

But I’m sure I’ll never use them again.

They seemed too busy to help me fit it in my car. They seemed bothered by the extra effort. They didn’t help me wrap it properly to keep it undamaged. They were obviously eager to help another customer who was apparently more important than me. They never said thank you.

Doing a good job isn’t good enough any more. Anyone can do that. Relationships are what make or break you.

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  1. Loren McDonald October 3, 2010 at 10:34 am #

    Andy, Unfortunate experience, but I think it exemplifies the future battleground and focus of retailers – on and offline – and that is the customer experience AFTER the purchase transaction/process.

    I’m seeing a lot of online retailers increasingly focus on using email, social and other channels to touch and add value to customers after the product has been received…and profit from these multiple touches.

    Ignoring your customer after they’ve purchased, as you experienced, is a recipe for customer defection.

    Hope you enjoy the photo.


  2. Tom October 4, 2010 at 2:17 am #

    As a customer service business, on completion of a business transaction I always send the customer a small gift e.g. small box of hand made chocolates. This is a way of saying thank you and a reminder that even though they have left my office, I haven’t forgotten about them.

  3. Federico Gasquet October 4, 2010 at 9:30 am #

    You can be an outstanding craftsman with an excellent product, and still a poor business manager. Twenty years ago, quality service might have been something you would’ve traded-off for the skills of the craftsman.

    Today, there are so many options that it becomes a challenge for old-school retailers. Not only that, but customers are smarter than ever, and you (business owner) never know what they value the most.

    Think your business from a 360 degree angle and evaluate all of your customers’ touch-points when interacting with your brand. This is simply the best way to not only lose a customer but also convert him or her into your loyal promoter.

    Community Word of Mouth in action. Great example!

  4. John Milgram October 8, 2010 at 3:50 pm #

    That happens a lot at restaurants, too. Great food, but would’ja please clear out so we can seat the next group?

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