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I Have to apologise…

June 16, 2020 by Jo Long Leave a Comment

to the courier picking up some items I needed to return.

The store returns solution sounded so easy. Book a pickup slot online to suit & pass on to the courier, receiving them with a smile.

Only 1 part of that process actually happened. The courier who arrived was super smiley, even when I was ranting without him being at fault.

He arrived 3 hours later than my allocated slot – his system & the store system don’t ‘talk’ so my booking time had no relevance.
I had to complete a load of paperwork before pickup – I didn’t know this & he couldn’t wait for me to do it.
I was mid Zoom meeting & didn’t want to leave to deal with someone who was late & couldn’t wait.

It wasn’t his fault. The fault lay with my experience with the store. Systems that don’t align, mountains of paperwork & no option to contact the store (not accepting calls, no online chat, etc).

Clearly, I apologised profusely to the courier for my rant, acknowledging he wasn’t actually at fault. I was, & my expectation of the returns experience.
It was a clear reminder that your customers’ journey has to ensure ease & enjoyment at EVERY stage of the process, not just the start. That’s the pathway for gaining repeat purchase & retaining customers.

Category iconUncategorized Tag iconbusiness growth,  business tips,  customer experience,  customer relationships,  customer retention,  cx,  marketing,  relationship management,  repeat purchase,  SME

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