Customer Serivce
I was telling my wife yesterday that people who receive customer service that causes them to feel “outrage” end up telling 6.6 people.
Today she told me this story: On Tuesday, to avoid the mad rush at the end of the week, she ordered flowers from FTD to be delivered to my Mom for Mother’s Day. She decided to call today and check to make sure everything was on track and was told by an automated voice that due to call volume that her call would not be able to be answered and was disconnected.
This morning she forwarded me this email:
I’M GOING TO COMPLAIN TO 6.6 PEOPLE!
Candace Hermsmeyer
—–Original Message—–
From: custserv@ftd.com [mailto:custserv@ftd.com]
Sent: Friday, May 12, 2006 9:22 AM
To: candace.hermsmeyer@gmail.com
Subject: UNABLE TO PROCESS YOUR ORDER (Order Number:*******)Thank you for your recent purchase from FTD.COM.
Unfortunately, we’re unable to process your order at this time. The item
you ordered is out of stock, and was also unable to be delivered to your
recipient’s zip code.The order has been canceled and a full refund in the amount of $**.** has
been posted to your credit card. We sincerely apologize for any
inconvenience this may cause, especially this close to the holiday.Thank you for choosing FTD.COM.
Sincerely,
Matthttp://custserv.ftd.com
I figure I’m helping her meet her complaint quota.
On the bright side people who feel “Joy” due to excellent customer service tell 6.7 people about their experience. And that’s a huge reason why our most important focus besides making great wine will be on making sure our customers have joyous experiences instead of outrageous ones.
3 Comments → “Customer Serivce”
Trackbacks For This Post
- - 5 years ago
[...] I wish there was a happy ending to report, but I think this kind of thing happens too often in wineries in Napa and Sonoma. I’ve shared my thoughts on customer service before on this winery blog, and I’d like to see this change. [...]
I order flowers for my mother for today. When I talk with my mother at 4:30. She hadn’t received her flowers yet. When I call to see what happen. I was told they had the wrong address. Yes I did have the wrong hundred nbr. When I asked why they hadn’t called her to confirmed the address. I was told they didn’t have the nbr. I don’t like to be lied too. I was looking at my confirmed order. Which had my mother phone nbr on there!! There just no excused for being lied to by one of your personal. ORDER NBR FMM61952
no delivery not even a phone call. the flowers seemed like a bargain—but the delivery charges were outragous.—–32.00 dollars not delivery…..dhl sucks—i want a credit for order
FME34929—-NO SHOW–DID YOU EVER CALL THIS DHL NUMBER ON YOUR E MAIL—IT’S A JOKE—GO AHEAD AND TRY IT……..