Sometimes a good retail consumer… other times I’m a really bad retail consumer.
Once I went to a doctor because I heard he was a good doctor, even though I wasn’t feeling anything wrong with me. I wanted to support. Good retail consumer.
Recently I bought some bike parts because their marketing pitch was so good. I don’t necessarily need the parts…but the company had worked hard. I like that.
But other times.. I can be a bad retail consumer…
I buy a lot of stuff from BackCountry.com.
But….. I also return A LOT of it.
A few weeks ago as I was preparing to go canoeing in the Boundary Waters, I bought a couple of drybags, a tent, some shirts, multiple down pants, the works. I was excited.
When I got them, I tested them.. and realized almost immediately that I didn’t like any of the things I got.
I decided to return all of it.
And what I like best about backcountry.com is that they let me return all of it, every time I do this, no questions asked.
That’s not the point.
While I was setting up my return, their live chat popped up and something clicked for me.
I’ve seen the live chat dozens of times. I always close it. But this time, I wanted some help.
Instantly, someone was there.
They give advice.
It was awesome. It was convenient. It was a dream consumer experience.
And then it clicked!
I realized that our customer service can do even better tan they’re doing.
So I set the wheels in motion so we can provide better customer service at OnlineJobs.PH, One VA Away and Outsourcing Lever.
I know our customer service is good, but I also know we can do better.
Now we have 24/7 customer service in double covered shifts. We respond within 5 minutes usually.
All because sometimes I’m a bad consumer, but I pay attention to how other people do their business. And learn from it.