Okay, it’s been awhile since I ranted about the concept of good service but I’m full to the brim with disgust at the moment. Since I am down some posts this month (ugh), figured it was time to let off some steam. So, let’s do some associative math.
Profit = Money Gained – Money Spent
Money Gained = Customer Money Spent
Customer Money Spent = Customer Satisfaction (yes, this is dependent on the industry since there are clear examples of customers spending money that are not happy about it at all)
so by association:
Profit = Customer Satisfaction.
Are there really any business people out there that do not understand the fact that satisfied customers lead to more profits? Granted a loss may not be realized at the time the bad service is experienced (again, because there are some transactions that occur because there are no other options at that point in time), but looking forward, is that same customer going to subject herself to another bad experience or seek a more customer friendly vendor? Thinking this is probably covered in Business Class 001. I write that, yet I now have had 4 experiences this week alone that brings that into question (actually it should have been 3 but I broke my rule which allowed one of them to happen – more on that later).
Three of these experiences are directly related to a decision to increase my zombie survival coefficient – well, that and disgust over reading public statements by Chicago’s Mayor Rahm Emanuel who apparently hasn’t read the US Constitution and thinks he can restrict my rights to bear arms – but I digress. Needless to say I did some research and had a general idea of what I wanted to purchase. There were some questions on features and model variations but figured those could be easily handled by the expert at the store. So off I went with Linda to check out the local offerings. First off was Gander Mountain, a chain Sportsman/Outfitter that generally carries a number of different makes and models. Up to the counter we went with a pretty high degree of excitement (well, I was excited, Linda .. not so much). Their clerks were busy with other people so I walked over to the area I was interested in and started looking at the different options. After exhausting everything I could find out about the different models and trying my best to match them up with my catalog, I turned back to get some help. Still nobody available – more time to double check the catalog and pick a few up to check the weights and feel… anybody? nope… guess I’ll try to figure out which one was posted in their ad we saw at the entrance to the store… ummm .. can’t even match that one.. finally I caught the attention of a lady working behind the counter. Great, now to get down to business.
and to do that you need to hit the jump