What's Right Under Your Nose

Last week I experienced customer service in varying degrees dealing with three national companies and a local company. I needed something ‘now’ to carry out normal every day responsibilities.

Let’s start at the beginning. I needed a certain product. I ordered the product online on a Wednesday from a national company I deal with thinking I would have the product in no time. They had none in stock. The product was to arrive on the following Tuesday but nothing. I contacted the national company. They were in as much dismay as I as to why it hadn’t arrived. They made enquiries the following day (Wednesday) and assured me it would be delivered that afternoon. It wasn’t. I ordered the same product from another national company. I still don’t have that one!

By the Thursday I was getting desperate. I had a brainwave. I rang a local business not expecting too much. They were able to order the product that day and have it to me the next morning for around the same price as the first national company. They even delivered for free!

The irony of this for me is that a couple of years ago there was a ‘buy local’ campaign. I thought it was a great idea but the sceptic in me doubted the ability of some local businesses to provide any customer service let alone good service and a good price. How I have been proven wrong.

I am not the only business who liaises with national companies because we can get a better price because of their buying power and they buy in bulk. But due to a third party the first national company deals with, another national company, to deliver their products, they could not provide the customer service I wanted. But as we know cheaper does not mean quality or better.

Luckily none of this impacted on my ability to deliver to my clients. Who do you deal with who doesn’t provide what you want? How does this affect your customer service?