If one of my customers calls me because they just got delivered the wrong tires, the last thing in the world they give a shit about is "Whose fault it is!"
The only thing they are interested in is, "What am I going to do to fix the situation!"
Companies need to get out of this grade school childish mentality of it's not my fault, so and so didn't do what they were supposed to do, blah, blah, blah!!!!
Nobody cares!
If a mistake is made then FIX IT! Period. End of Story!
After the fact, internally find out what the hell happened and put procedures in place to keep it from happening again. It is not surprising that certain companies are so busy they can't keep up, and other companies are floundering and tripping themselves up.
I was on hold with a trucking company the other day and listening about their new state of the art cell phone app so you can get up to date information on your shipment to your cell phone. I listened for twenty minutes on hold while they tried to find out where in the hell my load of tires was at that just missed its fourth appointment since shipping on September 2nd.
I was patient for 11 days before I became impatient. When this load gets here this week, if it gets here, it will be the last load they carry from this manufacturer to us, EVER!
The sad part is this is the second supplier we have had to inform that if they ship by this particular truck line in the future, that we will refuse the load!
The alternate company who will be getting the business is struggling because they are near capacity with shipments and deliveries! Go figure!
Posted in: Problem Fix It Customer Service
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