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No Way To Treat A Customer

Filed under: Recommendations,Social — Tags: ,

My friend Sue has (had) a Char-Broil gas grill for a little over a year when it malfunctioned and could have easily burned down her house. When she called the company instead of trying to defuse and solve a bad situation the company apparently tried to blame her for what clearly seems to me to be a defective product.

How do I know this? Well, Sue has a blog and wrote about it. I had never heard of this problem before so I did a quick generic search (Char-Broil Gas Grill) and found lots of examples of this happening. The first one I found was on the second page of Google, but I believe it’s probably moving up fast and soon may be found right up there with the companies own site on the first page. Imagine that! A potential customer searches for your name and right below your site they see complaints about shoddy products and poor customer service. In my mind that’s no way to build any business.

I have written before about the problem of ignoring or blaming others for your problems and the proper way to handle problems. This situation is yet another lesson in how not to behave. You may say it’s not really the companies problem, but I say that even if it only looks like they’re at fault, in today’s era of social networking and commentary, in the end the company will always lose this fight and maybe big time.

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3 Comments »

  1. I disagree about today’s companies. It seems companies no longer care about customer satisfaction and even with major complaints, they do nothing to change. Best Buy would be a GREAT example of a company that does not care anymore about customers and have set policies up that in the end benefit the company only. I recently brought a suit up against best buy through the BBB (over a digital camera). You would not BELIEVE the complaints filed against best buy. If this company (and this is just one example) cared about customer service or were worried they were going to lose customers, they would change unfair polices; they don’t care.

    Even if given a refund for example, companies give you gift cards to their company. That takes away choices for customers. I bought a printer from Best buy and it broke…was covered under warranty, I was given a gift card for the refund when they could not repair it. I HAD to buy another photo printer there. It took away my option. I dont’ believe this is fair to the customer and profits only the company. They don’t care though. Businesses just lost sight of customer satisfaction and customers continue to take it because of lack of options.

    Comment by tonya — September 17, 2009 @ 10:33 am

  2. That is exactly what I mean. You have so many public places to complain that can be heard by many people than ever before. Facebook, Twitter, here and more.

    There are businesses who care about engagement with their customers. They know that customers will be heard even if it may take a while. The businesses who really care about their customers will be the ones who rise to the top.

    Comment by Jim — September 17, 2009 @ 10:51 am

  3. You have shared really great stuff. I am totally agree with Jim, the businesses that cares about its customers will only reach higher position.

    Comment by Rebecca Phillips — September 21, 2009 @ 5:53 am

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