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.