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Aug 29, 2017 |
Latest News |

Bad Customer Service

On our farm we have a bio-mass boiler which is fuelled by pellets. We buy our pellets in bags of maybe 10 – 20kgs which come on a pallet weighing 1,000 kgs. Why is she telling us this you may be wondering?

On our farm we have a bio-mass boiler which is fuelled by pellets. We buy our pellets in bags of maybe 10 – 20kgs which come on a pallet weighing 1,000 kgs. Why is she telling us this you may be wondering?

 

Last week we placed an order online with a company for a pallet of pellets (bit of a tongue twister!) to be delivered, the company we found online we had not used before, but they offered a good product at a decent price. We paid an additional fee for next day delivery and were told that the logistics company would be in touch to organise delivery.

 

The next day came and we received a phone call from the wagon driver who was not a happy bunny. Not only was he rude and abrupt in his manner, he grumbled about how far he was going to have to drive, how long it was going to take him and told me where he was at that point in time. The driver wanted someone to be available on site to unload the wagon (despite the logistics company being paid to deliver and unload on site). When I informed the driver that we didn’t have a fork lift truck available, this put him in to a further bad mood! Anyway, we ended the call on the understanding that he would call back when he was nearer to our house to explain further about where the wagon was to go.

 

Later that afternoon the same rather grumpy wagon driver called and was an hour away in another direction and said that he would be with us within an hour, he reiterated that someone must be on site (which was what we had agreed previously) because “I don’t know  where I’m going”. Sure enough at exactly 17:07 the wagon turned up and the very same grumpy driver asked me where we wanted the pallet to be offloaded. I showed him the shed which was where we always have the pallets delivered to, his response “I’ll not be putting them in there, it’s after 5 o’clock!”.

 

After a lot of huffing and puffing and rather odd banging noises the driver came to the door to tell me he’d had an accident and lost control of the pallet tipping the whole thing over, splitting numerous bags all over the concrete. What are we doing about this I asked him? “Take a photograph and ring up”. He scribbled an incorrectly spelt note on the delivery slip stating that 1 bag had been split and off he went!

 

The moral of this story is that no matter how good your product is, if you don’t take the whole process in to consideration from the moment the potential customer shows an interest in your product to it arriving at their home, you are doing a great disservice to your brand. This business had outsourced the logistics side of their business to another provider and despite the product being a good one and at a decent price, we were left disappointed and let down. I have always worked in customer facing roles in one way or another and can’t understand bad customer service; of course the customer isn’t always right, but the customer does deserve to be respected and get the service or product they have paid for.