Managing Customer Expectations
Joanna Outhwaite
| 
Monday, 11 May 2009
| 
Firstly, yes I'm one of those people who buys water. What's wrong with tap
water you say? Well having lived in Scotland where the tap water tastes
sensational, Sydney water doesn't quite cut it for me.
But anyway onto my story.
I would like to rant about a recent (minor) but annoying customer service experience with, let's call them 'X Water Company'.
Being a fairly new customer of theirs, I've been ordering my water online - after first checking that yes, they deliver to my home area. Splendid!
Only after my third order and third subsequent argument with their customer service department to track down my order, did it come to light that they only deliver to my home area once every 2 weeks - and often on days when I'm not at home. The next option, can they deliver to my work? Yes but that's only once per month - and on the day that I'm at home!
Grrrr.
Why is this important information not clearly spelt out on the website, when checking delivery areas or on the order confirmation email?
Don't get me wrong, I'm certainly not expecting X Water Company to deliver especially for me. I understand the cost of petrol, staff etc. they need to stick to a schedule. However make the schedule public knowledge!
Solution - why not offer new customers a calendar (magnetic to keep on the fridge) which is colour coded to outline delivery areas and dates. That way, customers such as myself are informed and can easily keep track on water supplies, ordering and delivery dates. Better still send an automatic outlook appointment so it's scheduled into your diary.
Details such as this would make my experience with X Water Company that much more enjoyable and easy. Instead I'm looking for an alternative company who can deliver directly to my home on a day that I'm there.
In today's highly competitive and unstable environment, it's worth thinking through every stage of customer contact and service to ensure it's the best, easiest and most enjoyable it can be.
But anyway onto my story.
I would like to rant about a recent (minor) but annoying customer service experience with, let's call them 'X Water Company'.
Being a fairly new customer of theirs, I've been ordering my water online - after first checking that yes, they deliver to my home area. Splendid!
Only after my third order and third subsequent argument with their customer service department to track down my order, did it come to light that they only deliver to my home area once every 2 weeks - and often on days when I'm not at home. The next option, can they deliver to my work? Yes but that's only once per month - and on the day that I'm at home!
Grrrr.
Why is this important information not clearly spelt out on the website, when checking delivery areas or on the order confirmation email?
Don't get me wrong, I'm certainly not expecting X Water Company to deliver especially for me. I understand the cost of petrol, staff etc. they need to stick to a schedule. However make the schedule public knowledge!
Solution - why not offer new customers a calendar (magnetic to keep on the fridge) which is colour coded to outline delivery areas and dates. That way, customers such as myself are informed and can easily keep track on water supplies, ordering and delivery dates. Better still send an automatic outlook appointment so it's scheduled into your diary.
Details such as this would make my experience with X Water Company that much more enjoyable and easy. Instead I'm looking for an alternative company who can deliver directly to my home on a day that I'm there.
In today's highly competitive and unstable environment, it's worth thinking through every stage of customer contact and service to ensure it's the best, easiest and most enjoyable it can be.
