It amazes me how little large, well known companies focus on customer service.  Is this because they feel that their name is branded and that they’ll receive sales regardless of their customer service or because they just don’t care that you’re spending your hard earned money at their company?

Recently, I had two different experiences with 1) a well known internet company and 2)  a company that isn’t so well known.  I made purchases that were “guaranteed” to arrive by a specific date.  Due to weather in the Eastern US the items were delayed.  Surprisingly, I had two very different customer service experiences.

From the well known internet company -  I never received any notice/warning, communication about the delay. The items just didn’t show.  I had to keep checking the tracking information in order to determine when I would be receiving the items (which was a moving target due to delays, etc.). I realize with weather related issues it really isn’t in the control of the company, but according to the delivery tracking information, the packages didn’t even leave their facility prior to the weather issues.  Basically, the packages left late in the first place.

From the not-so-well-known internet company – I received an email 2 days before the impending weather hit the East Coast warning me about the possibility of a delay and informing me that I could contact them and cancel my order.  I then received daily updates via email from this company on the status of my order and they also upgraded the shipping type to a higher level in order for me to receive the package sooner than the level that I purchased. At no charge.

The final outcome, my packages from the well known company were over a week late and I never received any type of notice or communication from them at all.  The package from the not-so-well-known company was a few days late and they have a customer for life.  I find my self more apt to read their advertising emails when they arrive, look at their site, recommend them to my friends and family, and place orders for items not really needed. Yes, I am admitting to ordering a few things that I really don’t need.

As far as my continued support of the well known company, I don’t spend any time looking at their advertising emails or visit their site to see what they have that may be of interest.  Just not interested in giving them my money any longer since they don’t seem to value me as a customer.

Customer service plays a very important role on not only current, direct sales, but future sales as well.

No customer service = No sales.

What are your doing to ensure that you have a customer for life?