I Will Never Shop With Them Again
"I am and so shocked at the manner I was treated that I wanted to let you know that I am never shopping at your shop once again! Your director, Mike, is costing you business. His poor attitude, lack of customer service, and terrible people skills are appalling!"
The higher up is part of an email to a wearable store that I received from Audrey after a terrible experience. When Audrey sent me a copy of her email and told me near the experience I thought information technology was a perfect opportunity to innovate people to the effect of emotions on your business organization.
Your customer will NEVER retrieve what you do for them.
They will just call back how you fabricated them experience
the last time they dealt with you.
How y'all're making your customers feel is affecting your business every single day! To assist you sympathize the importance of the client's experience to your business organisation I've taken Audrey'south experience with the clothing store and broken it down into touch points (or moments of contact). Permit's examine each affect point that Audrey had with the wearable store. We'll look at what Audrey's expectation was and how Audrey felt after each interaction.
Beginning TOUCH Signal: Store visit
Audrey's kickoff experience with the clothing shop was great! She had selected a shirt for a friend and was happy with her purchase.
Audrey's expectation: The store would have the perfect shirt for her friend.
Emotion evoked: Audrey left the store every bit a satisfied, happy client.
After Audrey left the store, she gave the shirt to her friend. Unfortunately, information technology was likewise big. Both Audrey and her friend were disappointed but Audrey was confident that the shop would exist able to commutation it for a smaller size. She was a little concerned though about how the 7-day exchange policy would employ if the right size had to be brought in from some other shop.
2nd TOUCH Signal: Telephone call to store
Audrey's second feel was a telephone telephone call to the clothing store to inquire about exchanging the shirt for a smaller size. When Audrey asked if the store had the right size, the shop manager told her that she would have to come in to the store to discuss it considering he was busy dealing with other customers.
Audrey's expectation: The person answering the phone at the store would exist polite and let her know if a smaller size was available.
Emotion evoked: Audrey was shocked and disappointed, enough for her to say goodbye and hang up the phone abruptly.
As she stewed about the manager's response that afternoon Audrey became determined to get a more satisfying respond to her question about a smaller size.
THIRD TOUCH POINT: Some other telephone call to store
Audrey's tertiary feel was a remember to the shop that afternoon. She asked about the store hours, explaining that she didn't live nearby and would accept to take time off piece of work to come into the store. She so asked the store managing director to cheque his stock for a smaller shirt. Later checking the store director said that they didn't have a smaller size in stock but did not offer to call other stores or check their warehouse.
Audrey'southward expectation: A polite and satisfying answer well-nigh the availability of a smaller size.
Emotion evoked: Audrey started off feeling frustrated at the beginning of the phone telephone call considering she only wanted to go the right size for her friend and it seemed to be more complicated than it needed to be. Later on the manager didn't offer to check with other stores or the warehouse, Audrey became angry.
Fourth Touch Indicate: Another store visit
Audrey's fourth experience was a visit to the store to substitution the shirt or go a refund if a smaller size wasn't bachelor. When Audrey arrived at the store the manager didn't practise a lot, unfortunately, to brand the situation better. Later on discovering that a smaller size wasn't available Audrey asked for a refund. The store manager worked with an employee to refund Audrey's coin and she waited while they tried to do that. After 25 minutes Audrey simply couldn't wait any longer. She left her name and address and asked for the refund to be mailed to her.
Audrey'due south expectation: The store manager will do what is needed to make things correct.
Emotion evoked: Audrey left very aroused and felt that her business wasn't important to the clothing store. She besides felt as though the store manager had no respect for her time.
5th Touch Indicate: Telephone call from the shop manager
Audrey's fifth experience was a telephone phone call from the store manager later that day. He explained that he wasn't able to post a refund to her and that he would requite her a cash refund if she came back to the store. When Audrey then explained once again how far abroad she lived and asked politely if he would just put the refund in the mail the store manager said he didn't take any stamps. Audrey and so told the shop manager that he would get a stamp from home if he cared nigh customer service at all. The shop manager refused and merely hung upward the phone.
Audrey'south expectation: The store managing director would confirm that her refund would be mailed to her.
Emotion evoked: At the beginning of the telephone call, Audrey couldn't believe what the manager was saying. After the managing director refused to mail the refund, Audrey was furious!
Believe it or not the experience didn't end there. Pretty amazing customer experience eh?
How many people do you think Audrey will tell well-nigh this terrible client experience? Share your thoughts with me in the Comments section below.
Source: https://www.linkedin.com/pulse/20141105132045-145133072-i-will-never-shop-at-your-store-again
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