In the end, the customer doesn't know, or care, if you are small or large as an organisation... she or he only focuses on the garment hanging on the rail in the store.
~ Giorgio Armani
Recently, I placed an order for a top from a company online. Let me be the first to say, I enjoy their clothing and have always thought that it's comfortable, as well as fashionable athletic wear. Needless to say, I was extremely disappointed and frustrated by my overall experience.
I received the garment with a manufacturer's defect. Not a problem, I telephoned the Guest Education Centre which is the equivalent to Customer Service and explained how I had received the item. They proceeded to inform me that they no longer had any of the tops available in my size or color at their warehouse and that my best option would be to head to the only other location with one in stock, sooner rather than later, as it may not be available otherwise. I explained that I would not be able to rush down as I worked and was at least 2 hours away and asked if there was anything else they could suggest. They went on to inform me that short of asking someone to make me the shirt, that was all.
I got off the phone feeling very angry and frustrated. I understand, if they no longer have the shirt that I ordered in stock, but what I don't understand is why there was not a greater effort on their part in terms of customer service. I wasn't trying to be difficult, I just wanted to know what was going to be done and my issue was never about the product per say, it was that no one cared about my experience.
My experience with the company was never rectified but I did learn a valuable lesson. I don't care how large your organisation gets, it is still dependant upon individual consumers, and, if you don't care about your consumers, they won't care about your product, bottom line.