In this posting, I want to write about what I experienced on customer
satisfaction in one of the leading retail brands of India a few weeks ago.
It was a Sunday and we were going shopping after a long gap. As we approached the shop, like a radio that
got tuned to a particular frequency, I started thinking if there would be
parking or not since finding parking space is little difficult on Sundays. I
had a relief when I found parking space and there were enough parking space for few more cars.
The shopping experience was good and the shopping included few jeans that
needed alteration to reduce the height. This particular retail shop does this
alteration very well to ensure that the original look is retained when they alter the
height. So I had no doubt that they could do it well. We've given the
jeans.
Find below the sequence of events /
interactions that I had with them to get this particular work done.
1) In the Alteration counter, there was no measurement tape which was
not disappointing. I told them that we
could measure and let them know which we did the same day over the phone. We were asked to come after a week to collect
the altered Jeans.
2) When we went to collect if after a week, I found that the alteration
was not done properly. They've done it like a normal trouser and original
stitching finish was not there. When
enquired stating that this is not how it's done in your showroom and I’ve got
it done many times in their other showrooms, the customer care person in the
counter responded immediately that this particular shop does not have the machine
required to do that kind of original alteration finish. When I looked at all
the jeans, I found that one of them was altered correctly. When I pointed this
out, he was "not" feeling embarrassed and told me to come after a
week to collect the other two jeans. I did not say anything and left saving his
embarrassment.
3) In the following week, I made a phone call to ensure that the jeans are
ready for pick-up. When I went there, to my surprise, they said, the jeans are in
the godown and they said sorry and asked me to collect it tomorrow. I've
requested for door delivery since I live in the nearby place and moreover I’ve
come couple of times, I could not collect my jeans for no fault of mine. They said yes.
4) The next 3-4 days, I did not get to hear and no door delivery was
done.
5) After this, I called them in the evening and asked them to deliver it
before end of the day. I told them more than few times that I needed it before
end of the day. They said they could do it. I was waiting till 9.30 PM, first
waiting to hear the calling bell and then looking at the road from my balcony but
there was no sign of their arrival. I called them again just to hear their excuse again that they could not do it for some unexpected reason. This was real test of my
patience. I told them that this time I am going to escalate it to their store
manager. They just kept quiet. Even after this, to my surprise, I did not get
my jean for about 4-5 days.
6) When I escalated this to the store manager, she was very quick to
respond and got the remaining two jeans door-delivered the same day night. However,
one of the jeans was still not altered correctly and I had to return it.
7) The next day evening, I called up the store manager who was aware of
the problem and ensured that it would be ready in an hour. I went and collected
it after an hour myself since I had some work near that retail shop.
How would you want to rate this experience of mine and have you ever
come across a bad customer experience, as bad as this? What do you think has gone
wrong here? Mind you, it's one of the top Retail showrooms in India?
In my next post, I will write about a good customer satisfaction that I
"unexpectedly" experienced and I want to compare both and share my
thoughts on customer satisfaction and HRs role in this.
diD yOU enJOY ReADinG ThIS ArTIcLE?
If yES,
yOU maY sHAre it wiTH Your FriENds tOO
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