Interesting one this morning. Won't name them as we all have bad days, but had a call from a printer company based in Manchester this morning. We've bought a couple of printers from them, they phone from time to time, hows your printer going, usual expected up-sell.
Last month when they phoned I had a little moan that it seemed nuts that I could buy the exact same laser colour printer we use, for a cheaper price than buying replacement toner. In my mind it's mad, especially as there is nothing wrong with our printer and we love it. So asked about non branded or refillable toners. Don't get me wrong, it's not the suppliers fault, it's the manufacturers.
Sales chap then sent over a quote for a new printer versus refillable toners. Today, got the sales call, whats the update on the quote. Admittedly I was busy, call had interrupted me and I was quite short, saying something like if I wanted to order, then I would have. To which I got a very short and stroppy response back telling me fine and he would delete the quote, good bye.
If you are making customer facing calls, you are going to get grumpy gits like me. But if you can't keep it professional and pleasant, it's time to stop making them
Would I consider buying elsewhere? After today, most definitely.
Great post from Higgers on another thread about customer loyalty, but how relevant
- 78 percent of consumers have ended a transaction due to bad service.
- Only 4 percent of dissatisfied customers actually speak up.
- Loyal customers are worth up to ten times as much as their first purchase.
- The probability of selling to a new customer is 5-20 percent, while selling to an existing customer is 60-70 percent.
- It takes 12 positive experiences to make up for a single bad experience.
- Negative interactions with a business are spread to twice as many people as positive ones.
- It costs over six times more to get new customers than it does to keep one current one.
- For every customer who complains, 26 others don’t speak up.
Quoted from the Huffington Post