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Client Feedback: Ways to Get It Wrong

Here in the Midwest, autumn calls for heavy-duty yard cleanup time. Predictably, of course, the leaf blower broke just as the first round of oak leaves hit our lawn. The chainsaw and the hedge trimmer died next. Okay, no big deal. We simply dropped all three at the local hardware chain-store for repair. Then the phone calls began. Apprising of the repair progress. Warning the extended warranty would expire “soon!” (Sure, in five years.) And, yes, to ask “a few” feedback questions about our service experience. Multiple calls, multiplied by the number of items we’d had repaired, and multiple follow-ups to the follow-up calls. While this is a store I really like, I may not go back. Because even though I know their calls are meant to convey they care, I just don’t have the time for that much caring in my busy day.

October 24, 2012 0 0 0