Your customers just want to know

I had a very unfortunate experience with Ricoh customer service this week. And although Ricoh sells products and not services, there is a lesson to be learned. Your customers just want to know what’s going on.

So I needed a new part for our color printer here at work. The printer is less than a year old and the Ricoh guy on the phone, Scott, told me they would replace the part free of charge. Great. So far so good. I scanned in the invoice and emailed it to Scott for proof of purchase as he requested. Perfect. We’re all set. He told me the part would ship on Monday. Great.

Thursday rolled around and no part. I called and left a voice mail asking for a return call to let me know when I could expect to see the part. I also sent an email. Nothing. No reply. I called again on Friday and was told Scott had gone home for the day.

“Okay, but can you tell me when I’ll be getting my replacement part?” I asked.

“Nope, I’m sorry but I don’t have access to that information. You’ll need to speak with Scott.”

Great. “Can I leave him another voicemail please.”

Monday rolls around and still nothing. More voicemials and emails and I get no reply. And all I want to know is when the part is arriving. So finally, its Thursday. A week and a half after I was told the part shipped and I get a call from the front desk that there is a package from Ricoh for me.

Yes, the part has arrived.

I bring it upstairs, replace the part and the printer works like a charm. And believe it or not, as I get back to my office I notice I have a voice mail. Its Scott. My part should be arriving today.

Thanks Scott.

The fact is, your customers simply want to be made aware of what’s going on. This is so often the most common reason for dissatisfied customers, whether you are selling a product or a service. Your customers just want to know.

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2 Responses

  1. Hi Jeff,

    reading your article is like chatting with a good freind. I am a marketing executive in Singapore in recruitment industry too, and i’ve received so much inspiration and courage from you… Thank you.

    All the best.

    Will

    • Will, Thank you for stopping by. I’m glad you found my ramblings useful and inspiring. Please do not hesitate to contribute with comments based own your on experiences. The exchange of ideas and experiences is where we we all learn the most.

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