Blog entry

Memorable Service Experience

 

 

I was after a luxury item a pair of shoes worth £150, not in the sale. I asked for my size but upon trying one shoe was far too loose. I enquired if I could get them anywhere else or can they get another pair. It was a high end shoe retail outlet.

To that I was told they had no idea and I needed to ring customer services. I rang them and they Provided me with a list of the shops that had them. Please note these shoes are NOT a necessity but I liked them.  I thought for a moment I was on candid camera for bad service.

   

There is research available to view which states it costs five times more to get a new customer than retain one. In both cases I am a regular customer in these stores.

An article in Forbes dated 19/12/2012 states that we do not return to a store where we had bad customer service experience we find alternatives.

A quote from www. The Insight Advantage states

“You Don’t need to talk to a lot of customers, Just the right customers.

There is plenty of research from American companies that state this too.

SO WHY OH WHY ARE STORES AND RETAILERS MAKING THE SAME MISTAKE. 

I can understand and sympathize with this situation as the store comes under pressure for profits the first two controllable costs are staff and product availibity. This unfortunately has detrimental to the  business as it drives away the very customer you want to retain.

One way of resolving this issue is to make savings with your back office work and use that to increase the number of staff on the shop