Do what you say you will do
by Mark ~ May 8th, 2008. Filed under: business.Sorry folks for the lull in content around here lately. I have been quite busy on several fronts and haven’t had much that trilled me in shooting over the past couple of weeks. A trip I took to Magee Marsh in Ohio for warblers was a total bust. I have a backup on some orders that require matting and Light Impressions really screwed up on an order I placed with them. I understand that mistakes are to be made everywhere, but it has always said a lot to me about a company in the way they handle their mistakes. They were accepting of the mistake, so I will give them credit for that, but why is it so hard for customer service folks to actually call you back when they say they will call you back? Two times this happened to me in handling this particular issue - with two different people. Really poor communication, and they have yet to fix a pricing mistake on their website that I have written and talked to them about three times now. One of my biggest pet peeves is people that don’t do what they say they will do. If they weren’t the only source for a particular type of mat board I use, this probably would have been my final order. I am willing to give them a second chance out of necessity, but their customer service leaves a lot to be desired.
In contrast, I contacted some weeks ago a bird feeder company Hiatt Manufacturing - that makes the Stokes Select brand bird feeders. I had two bird feeders that failed in the exact same welded joint. I contacted them because I thought it was a manufacturing defect to have it happen twice. They responded within hours, (a manufacturing company that probably doesn’t deal direct with consumers much) and although stated I was the only complaint they ever had with these feeders, they immediately offered to send replacements and an extra. They also indicated they would be working to improve the design.
Customer service is such a mixed bag these days, often more towards the lacking than the exceptional. But when you get really great service, that has quite an impact because it is so rare.
May 8th, 2008 at ?
So true Mark. I hope to creat a great show for my patrons but even more so I hope I create an even greater customer experience always giving more than they ever expected.
Hard work, respect and service … distant words of the past?
May 8th, 2008 at ?
I’ve had issues similar to your’s with LI and have had to find a way to allow for them in my stocking of materials. I feel your pain on this for sure. I am making more returns than I should have to as well. But I demand high quality. Service is the cheapest and most appreciated thing a company can offer. Good service is the best way of maintaining loyalty. Keep ‘em honest Mark, we all benefit from customers demanding service and quality.
May 9th, 2008 at ?
Hey Mark,
Sorry to hear things haven’t gone well for you lately.
k
I hate to spam your site, but give http://www.myphtopipe.com a look. They do a great job and they’re always on it with CS.
Cheers
Carl
May 9th, 2008 at ?
Know the dilemma when a company with poor service has something your really want and can’t get elsewhere. In my view, regardless, there is no excuse for poor customer service. One day another company will offer the particular matte and their business is gone. Consumer action does matter.
What happened to good old days when you walked into a shop, the bell on the door would ring (one of those made of brass and not a little plastic sensor with a laser beam) and the sales assistant would be welcoming you wearing an apron ready to help and answer questions. Good old fashioned customer service goes a long way in today’s world.
May 10th, 2008 at ?
Paul, it became more painful this Friday when they shipped me the same wrong stuff as they did before. I am furious with them. I should have looked a bit more around on the net as the downward trend in service at Light Impressions seems to be a common theme.
May 10th, 2008 at ?
Sorry to hear it Mark. If you ever find an alternative you like, I’d love to know about it. I’ll offer the same if I do. My biggest issue has been damaged product, and recently “back-ordered” seems a frequent retort.
May 12th, 2008 at ?
I agree completely, unfortunately! Nothing disturbs me more than poor customer service (which is reaching ever newer lows these days.) I just read something on an MSNBC blog about it being a form of inflation the other day, actually. It was interesting. If you have time; http://redtape.msnbc.com/2008/05/getting-less-fo.html#posts
Sorry I’ve been AWOL lately–I have company down from Canada, so I’ve been playing tour guide. Things should ret’n to normal soon.
May 14th, 2008 at ?
Namaste’ dear Mark long time no talk, I wish what you wrote were not true. But sadly, I find it time and time again myself in all areas from restaurant service to even gas stations and shopping marts. When I was a teen, I was taught to do in my life just as the title of your blog. I also witnessed the same of others in service positions back then.
When I became a young adult I noticed a scary trend that has only worsened, people at jobs because they simply have to be there to survive. Some people know there’s not a whole lot of competition too, for example there are only two veterinarians in all of my area to choose from so if you don’t like either you have to go out of your way to find another somewhere. There is a lack of purpose I am finding, and a whole lot of apathy in general within the human race.
Some places won’t care if they lose your service there will be someone else to take your place, to keep them operating. Don’t ask me how, but I swear it’s the great little places with great service that keep going under and shutting down. What’s up with that? Hope your well, despite.
metta
sky
May 17th, 2008 at ?
Well, my saga with LI has come to an end. After shipping me replacements a second time that were still cut wrong, and then shipping me replacements a third time that were finally cut right, but with corner damage and surface imperfections, I have given up. I had to fulfill a customer order, and simply had to pick the best of the lot. Bottom line, this is simply not an operation I can afford (in time or money) to deal with anymore. Perhaps the most disappointing part - it really didn’t have to be so drawn out and end the way it did if customer service and quality were really a primary focus. After all, numerous “quality inspectors” signed off on all of these orders - so it really makes you question what their standards are for acceptable quality.
I wrote previously about outsourcing, but it has its downsides sometimes in control of quality in this case. Both on my end, and even on a suppliers end because they are outsourcing themselves to low cost labor countries. The fact it is being outsourced to a LCC doesn’t have to mean a reduction in quality. It is all about the controls and inspection they have in place to not let such incidents reach their customers.