Believe it or not, some of the best shoppers start out as disgruntled customers. Last year, I received a call the day before Christmas Eve from a woman who ordered an item from our store and had not yet received it. She was understandably upset as the order contained Christmas stockings for her children. Although it wasn’t our fault the Post Office had lost her order, we immediately sent another order to her via Next Day Air, at our expense. Christmas was saved, and so was that customer. She has shopped with us since and has referred several people to our store.
A customer will look around, maybe purchase something and then leave. That customer may or may not ever come back. They may or may not tell their friends about their experience. On the other hand, an upset customer will generally let you know about a problem with your store, real or perceived. This gives the retailer an opportunity to turn the situation around and possibly make a life-long customer.
Can you remember when someone made good on something you complained about? The original mistake is probably forgotten, but the high regard for the store’s approach to remedying the problem with its good customer service is still remembered.
A customer will look around, maybe purchase something and then leave. That customer may or may not ever come back. They may or may not tell their friends about their experience. On the other hand, an upset customer will generally let you know about a problem with your store, real or perceived. This gives the retailer an opportunity to turn the situation around and possibly make a life-long customer.
Can you remember when someone made good on something you complained about? The original mistake is probably forgotten, but the high regard for the store’s approach to remedying the problem with its good customer service is still remembered.
I would like to tell you, about my last trip to the marshalls in the Brockton West Gate Mallin Massachusetts. I did not purchase anything at this store, I had been shopping at 2 other Marshalls but my daughter wanted to go there. That store has the worst checkout system. I waited for my daughter at least 20 minues.
There were 2 registers open, quite a few people in line to purchase item, BUT. There is a section where people coming in to return items can just go straight to the register. This leaves all the people in line waiting to purchase items frustrated. I saw many just leave. My daughter has more patience then I do so she waited.
I am hoping you will have this system checked out.
I can tell you, with the coming holidays I would not shop in that store, and that is the nearest one to me.
Thank you I hope you take my advice, as this is a terrible system.