In my previous post, we defined the customer experience. In this article, I want to show you an example of a poor customer experience I had recently so we can all learn a lesson from it.
Two weeks before Christmas I decided to purchase a few items from a company in Hong Kong. The prices were very reasonable and from the photos they appeared to be well-made. I placed my order and then I received a message from the shop the next day that the items would take 2 to 4 weeks for delivery. I asked to cancel the order. The very next day, the store replied and said it would ship the package via DHL that day, so I thanked them and politely asked for the tracking number.
After two days passed, the online status changed to “shipped” and I sent them yet another message requesting the tracking number. They replied that one of the items was sold out and they would not be able to send the package out for 2 to 4 weeks. Remember where we started two days ago?
I requested to cancel the order again and they replied that if I pick another color they could ship my order right away. To make it up to me, they even offered to double the product. I picked another color and thanked them again.
A day passed, and I still had not received a tracking number so I reached out again. Eight hours later, they finally sent me a tracking number. By then we were headed into the weekend, and I went online to track the package – which stated a shipping label had been created, but nothing else. The shipping status sat like that for two more days without any updates.
Three days after I received a tracking number, the system finally gave me an update that a package had been received for shipment. So much for a smooth shopping experience!
Here are the lessons I learned:
1) Keep the customers in the loop.
2) Never promise something you cannot deliver right away.
3) Don’t lie.
Treat your customers the way you would like to be treated – the golden rule of life is also applicable when it comes to providing a good customer experience.