Customer Service & Feedback

Customer Service & Feedback

When you get bad service, it really stresses how important good, consistent service is the the functioning of your business and the return of your customers.  Recently we've had a disapointing experience with a local bike shop.  We bought two bikes at the beginning of April and with only one in stock we were advised the other would be there mid April.  Every time the due date came up, we received no call, and we rang them to find out various things, depending on who we spoke to.  "The delivery is coming"  "the distributor has low stock" "it will be two more weeks" etc.  We still don't have the bike three months later and we've had to ring them six times as they have not rung us once to give us an update or apologise when another of their due dates passed.  Today my wife told them she was disapointed with the service, that we understand its not their fault the bike is delayed but they could be more pro-active with their communication.  Her feedback was met with disdain and defensiveness.  Suffice to say we won't be going back there or recommending them to anyone else. 

This kind of experience makes me sit back and think about my own service, and where I may have got so tied up in the day to day running I may have forgotten on occasion about the kind of service I wanted to offer, about why I started my own business in the first place.  All the times I may have been in a hurry and sounded impatient on the phone, or frustrated, or not advised I was running late etc.  We are all human and from time to time it does happen, but it makes me double my efforts to keep things consistent and professional as much as possible.

To that end, I invite your feedback.  Anything constructive you can offer will be glady taken on board.  And if you use the Contact Form on the website and put in a dummy email address, you can stay anonymous too :)  I look forward to your thoughts.

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