Listen With Your Ears, Not Your Feet
Okay kids. Here’s my gift to you, free of charge. It’s a bit of marketing/customer service 101 advice you should already know. But apparently, not everyone remembers it. Apply this to your business and not only will you retain more customers but you’ll be spared the wrath of angry business bloggers as well.
Ready?
Listen to your customers!
Yeah, yeah, we know, we know, I can hear you thinking. But a company my Mom had a run-in recently didn’t, and that’s what we’re talking about today.
A few weeks ago, Mom was watching television and saw an ad for some insoles which claimed to making walking more comfortable. As she’s long had a history with foot pain (something I inherited), she figured, what the heck, they didn’t seem that expensive so she’d give them a shot. (“I know, why do I bother?” she said, rolling her eyes when she told me this story.)
At age 84, she has no desire to join the wired world, so she dialed the 800 number and ordered a pair. The telerep told her that if she paid extra shipping and handling, she could get another pair for “free.”
No thanks, just the one, Mom replied.
The woman pressed on, and Mom again and again told her she just wanted one pair.
The rep finally got that into her head
