The tale of tiresome tyres and hysterical brides
Tyres and brides – not a natural marriage (sorry, should have resisted) however, the moral of the story means they did not live happily ever after.
When will companies wake up to the fact that blaming customers simply doesn’t make for ‘happy ever after’ – never, never, never ….
Take my friend who wanted a new tyre on his car. Web price shows an all-in price of £166 (it’s a very posh car). Delighted he calls his local branch, enquiring about availability. He’s then asked what the car is (uhh oh, that’ll move the decimal point to the right) to be told “that’ll be £220 all in mate” …grrrrr, he’s not your mate …..
Explaining he’d seen it cheaper on the web he then gets offered “£175 all-in mate” – so what stopped them offering this price to begin with???
The customer waiting area was unlit, the coffee machine was filthy (and cost £2.00) and the magazines were ratty …….what was the brand message being experienced?
Confident, competent, honest or sloppy, careless, dodgy – you decide
And so to the bride …..and this just makes my jaw drop
Friend getting married, doing so in major style, decides it has to be a dress to die for (metaphorically we trust) so appoints high profile designer Susan Goodchild (the £ signs are immense at this stage).
Abridged version – went to collect on Saturday, full of excited anticipation & happiness. Sadly not to last - dress has been made for what appears to be friends younger and potentially anorexic sister – it simply ain’t gonna fit in a million years.
Wondering if they’ve got 2 dresses mixed up my friend (the customer paying vast sums of money remember) is told it must be her fault!!! She must have got the size wrong!
Erm, hello, this is a designer, tailor made dress, how on earth could she have got the size wrong??
By now in tears she is told “well, you’ll just have to make do with one of the dresses from stock”.
Far be it from me to suggest the dresses from stock are any less than totally gorgeous, being told “you’ll just have to make do” is not what a bride-to-be wants to hear.
Leaving the store without a solution and spending the weekend in tears, she eventually receives a call from the designer on Monday afternoon and is told “well, you must have put on weight” (this is a lady who’s recovering from liver cancer so I think not) ……there now remains something of an impasse. Friend doesn’t have a dress – designer doesn’t appear to have a solution.
And it’s all her fault!
Obvious points here, however I just wonder how many times common-sense flies out of the window, where employees and business owners lose sight of what they’re all about. I describe it as ‘choose your battles’ ……..some customers really do attempt to take advantage, however it’s rare. Most simply expect common courtesy, understanding and a ‘what can we do to put this right’ attitude – nothing too complicated really. Staff need to understand this attitude is going to win more business, increase loyalty and create a far more pleasant day. Leaders need to give permission. Customers are not the enemy