How To Lose A Customer In Two Lines
You know, I'm not a picky customer. When I find a company that does
the job well and without causing problems, I tend to stick with them
for a long time. I also tend to advocate for good companies, because
they're becoming less and less common. Today, a company just lost my
business forever, and I doubt anyone else who sees this will ever deal
with them either.
was marked as completed in their site and I wasn't given a tracking
number (didn't think about it at the time, but first class USPS was
used, so there was no way to track it). As I was curious to see how
long it'd take to arrive, I looked up where it was shipping from and
found that they're located in Lawrenceville, GA, where I reside.
Since the site didn't say it had shipped yet, I decided to send them
an email to see if it was possible to pick up the order:
Not a terribly difficult request. If the answer was no, or it had
Hello, I was looking at your site to figure out where my order
(redacted) was going to ship from, to get some idea of the
time it'd take to ship, when I found that you're located in
Lawrenceville as well. If my order hasn't shipped yet, would it be
possible to pick it up instead? Thanks,
- Cody Brocious
already shipped, I would've thought nothing of it and moved on.
Instead, I got this:
Is it really that much of an inconvenience to send back "Sorry, but
WE ONLY SEND BY US MAIL
IF YOU WANT PICK UP CALL PAPA JOHNS PIZZA
our store only delivers"? When you're in a market like shipping
pharmaceuticals, a certain amount of trust is required, not that this
would be appropriate in any market. If you want to keep your customers, you have to treat them well, not
like you're being inconvenienced by them. If you don't want to do the
job, don't do it; don't act like the customer is doing you a
disservice by giving you money. - Cody Brocious
