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« 50,000 (twice) | Main | Juxtaposition »

Why Bother?

Standing in a Radio Shack yesterday, I watched a customer walk in with her new phone. With box. With receipt. She says, "This phone came without a power cord."

The clerk argued for a while.

The manager came over. He proclaimed it impossible that it was missing. He then offered, "as a one-time accomodation" to sell her a new power cord for half price.

Why bother?

First, why bother with the one-time nonsense? Do they keep a list? Does every Radio Shack in America now have this woman's picture in the back... "Don't sell her another power cord!"

But worse, why not just say, "Get out! We hate you! We don't trust you! We don't want your business!" Because that's what charging her $10 for a new cord was.

Either you're going to make someone happy or you're not. Doing the 'right' thing is irrelevant.

Here's the short version: If you try to teach a customer a lesson, you've just done two things:
a. failed at teaching a lesson
and
b. lost a customer

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Listed below are links to weblogs that reference Why Bother?:

» Digging Your Business Grave With a Power Cord from LandingTheDeal
Seth Godin gives us a real-world example of really bad customer service during his visit to his local Radio Shack, and how he witnessed the RS staff ruining a customer relationship over a power cord. Two thoughts immediately came... [Read More]

» How to Get Songs OFF your iPod from Digital Alchemy
... [Read More]

» It's Radio Shack. What Do You Expect.....??? from FreshSqueezedMarketing
Seth Godin's blog has a great story of bad customer service at Radio Shack. My first comment is in the headline for this post... Radio Shack has a 30-day, Money-Back Guarantee (although it is cleverly worded to potentially exclude situations... [Read More]

» The Power of Customer Service from Huey's World
In reading about the power of customer service, I am always amazed at how many companies just don't get it..I have written previously about this topic, and will try to post a doing it right article in the near future. [Read More]

» Radio Shack Needs Sales Representative Training from Search Marketing Gurus | Search Marketing Tips, Advice, Strategies
I wasn't going to blog about this because this happened in the offline world, but I saw a posting on Seth Godin's blog about Radio Shack and it was pretty much the experience I had yesterday. That's when I got to thinking about a post I wrote about Jac... [Read More]

» My customer, my enemy from ChaosScenario
On Saturday, Seth Godin wrote about an experience he had while visiting an electronics store. Apparently, as Godin was in line, he witnessed a woman with a box, a receipt, and a complaint about a missing part. A sales associate [Read More]

» Thatll Teach Ya! from Mary's Blog
I recently got the following comment, from N.P. to one of my posts re BCC (Big Clueless Company) Comcast: Quit your whining, you made a mistake, suck it up. Those contractors get paid by the job, not by the hour, so he went to your house... [Read More]

» Customer Service and Trust from Kent Blumberg
Seth Godin's post Sunday, the story of an incident he witnessed at Radio Shack on Friday, got me thinking again about how important good customer service is to business success. Before writing this post, I wandered around the blogosphere to [Read More]

» The Box Stuffers Would NEVER Forget the Power Cord from CustomersAreAlways
Seth Godin tells the story of a recent Radio Shack experience in which a lady comes in claiming that her new phone did not come with the power cord. Well, the manager basically called the customer a liar by saying... [Read More]

» 25.74 < 20 in the Sillysoft store from Dustin Sacks
Here's a nasty screenshot of CafePress rejecting my coupon. My order total is $25.74, but the coupon is only good for $20. Is that a user-friendly promotion or what?This ... [Read More]

» THE Crucial Ingredient In Creating Successful Customer Service Experiences from Customer Service Experience
At the North American Conference On Customer Management, I listened to a presentation by Rodger Stotz, VP—Managing Consultant at Maritz, Inc. Rodger believes, as does Tom Peters, that to have consistent successful customer service experiences you must ... [Read More]

» Netgear only a part time peripheral from Revolution Systems Blog
Looks like Ask Bjørn Hansen has been bitten by the bad customer service at Netgear. While I do somewhat understand they feel they are building a product for home or SOHO users, but seriously who turns off their switch or [Read More]

» Walmart - Why Bother? from Search Marketing Gurus | Search Marketing Tips, Advice, Strategies
I used to be one of those loyal customers of Walmart. I loved the convenience the stores offered, but more than that, I really liked the friendly people I always encountered when I went to the store. Back in my hometown and then when I lived over in We... [Read More]

« 50,000 (twice) | Main | Juxtaposition »