The strange case of Customer (dis)satisfaction – part 2

by Ashvini on January 17, 2011 · 9 comments

in Managing Customers

Continuing from The strange case of Customer (dis)satisfaction – part 1

The situation was getting out of hand. Then a little later, we found out that the employees of the PM ( product maker) too were present at the shop. We informed them that we have been mis-sold by  the RS. The employee looked at me , smiled and said.

“Don’t worry Sir, we will do something about it”

That statement was comforting and I felt my anger reducing. The employees made a few calls and got back to us.

He said that I could run the new device using a USB stick and if I call the Call Center, they would send additional 60 GB hard disk . He gave me his number and we parted on good terms. Back at home, I was able to install everything with some difficulty. However, everything that the PM’s employee told us was true.  I thought that there are so many lessons that can be learned from that situation

  1. Do not sell a product if you are not sure what it does or how it works. You might be causing more harm than usual
  2. Do not send customer to feedback form section when she is genuinely complaining about lack of good service
  3. Be a problem solver. A customer would love to hear words “I am going to solve your problem whatever it takes
  4. Create that organization which stands behind the employees to provide the best possible service. I am now fond of the PM company but not very fond of the retailer because of the way processes of PM are customer centric
  5. Encourage your employees to provide a contact number preferably theirs. It provides a personal touch that thousand of hours of advertising cannot get
  6. Finally, comfort the customer when they are jittery. A cool head and problem solving approach is the best way forward

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Nicola Deiana January 19, 2011 at 6:22 am

All great points, but the best one is the first. Anytime I want to promote something always try to purchase and test it, first. Of course, it depends if I have enough money that does allows me to buy any product or service I have to promote. Anyway, the best and important rule I learn in these year like affiliate marketer is that getting people trust is crucial if you want to turn customers into buyers.

Ashvini Kumar Saxena January 19, 2011 at 10:25 am

Thats so true Nicola. It feels good that you are taking a lot of effort to first check the products before you sell them. Thanks for commenting

Aswani January 18, 2011 at 11:02 am

Ashvini, I feel happy to know that you were finally out of the mess. It does happen everywhere these days. Anyways, the points you have shared in your post are worth reading and ofcourse must to be practiced by businesses. You cannot take things lightly at least in the cases where ‘Customer is the King” ;)

Ashvini Kumar Saxena January 18, 2011 at 11:08 am

Hey Buddy,

thanks for your comments. Yes it did cause us some minor inconvenience but the important point was that it was handled well by the product company and that is what saved the day. However, I was so tired of this , the next day was spent sleeping ;))

Shrinath Vashishtha January 17, 2011 at 10:12 pm

Hi, it’s a pretty technically set up blog of yours and I feel dazed at the way you have embedded certain technicalities like links, mouse-over ads etc. Congrats! Will return soon to read your posts. Good luck! :-)

Ashvini Kumar Saxena January 17, 2011 at 11:41 pm

Thank you Shrinath Sir, appreciate your taking time and visiting my blog. Waiting for your comments.
Best regards,

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