Recently my family became urban chicken farmers. After six weeks living in an indoor “coop” under a heat lamp, our new pets were ready to move outside. Our next step: get a coop.
We turned to the Internet to do our shopping. After a week of searching, we picked one out, clicked and ordered.
It arrived right on time, yea! But it was broken, boo! Four major parts had significant breaks. The thought of putting all the pieces back into the large box and shipping it across the country so they could send us a new one seemed crazy, costly and time consuming. So we called customer service in hopes of discovering a better solution.
I could tell you about the 20 minutes I sat on hold to talk to a customer service rep. Or the multiple emails that went unanswered. But that’s another blog post on wait time.
The part of this customer service encounter I really want to emphasize is problem solving. This company’s return policy is for the customer to repackage the broken product, drive it to the nearest Fedex, wait for the return to show up on their card, and then finally go back online and order another one. That’s a lot of work for me to continue doing business with them, and it doesn’t solve my problem of needing these chickens moved out of my house.
I decided to politely help them solve my problem by suggesting two solutions that would leave me relatively satisfied. I went so far as to inform them we were ready to purchase some additional products as soon as this was resolved. Read More