I almost don't have words to describe how frustrating and disappointing my day was today.
About a month ago one of our designer book a large installation of a job over $10,000, to be installed today. From this one install we had the possibility of 5 more homes over the next year bringing in close to $60,000 in revenue for our company. When we get these big jobs in, we detail them and try to prepare, so that things go smoothly and the buyer feels comfortable writing a whopping $10,000 check to us.
This morning when I walked into work things seemed to be going so-so. The guys left at 8:00 to this job, later than they were should have to be there at the scheduled time of 9-10 (they had a 2.5 hour drive to reach this install site). BUT, if the guys are going to be late to an appointment they are required to call the customer and let them know they are late, and give an ETA of when they will be arriving. Almost all customers are fine with this, as most customers understand that traffic, accidents and such are unforeseeable occurrences.
Unfortunately at 10:40 I received a call from the designer stating the customer was beyond pissed as it was after 10:30 and none of the installers had called to say they were running late. I immediately got in touch with the installers manager and had him call the customer...things went from bad to worse. Our guys did not show up until 11:30 and had no excuse for there whereabouts.
What I am pissed about is we lost all the other installs from this client. All my guys had to do was one freaking phone call telling the customer they were running late. ONE FUCKING PHONE CALL. We lost $60,000 in potential sales and on top of that one of my installers had an attitude about it. I wanted to go through the phone and wrap my hands around his neck and squeeze, squeeze until .............
I am one of those people that call people sir and ma'am, I thank people for their business. If I tell someone I am going to call them, I do. I try to follow up on everything. Of course I am human and I do screw up, but I don't blame others or make excuses...I am the first one to say "OH no, I messed up", but then I try to do whatever is necessary to make it right.
My dad was a business owner and he taught me forever ago that the customer is the most valuable asset a company has. Without them, there is no company and no paycheck. He believed that the customer is always right. I 100% believe that, except when a customer is verbally abusive to an employee. There is no reason for a customer to be verbally abusive.
In a situation where I am a consumer, I can not stand it when the person I am seeking answers from doesn't know and makes no more to find out for me. Or when a young person is smacking gum, speaking in slang...talking to other coworkers about their wild night last night while helping me. Or when a person in customer service states they will call me back and they don't.
There is no reason for an employee to bring their bad mood or personal problems to work. If things are really bad, stay home and deal with the problem. No customer deserves to be the brunt of an employees bad mood.
I could go on and on about the lack of people who practice good customer service.