What a wasted journey 😞
We’ve a broken plane of glass in our greenhouse (2 actually) and need to get it replaced before the growing season really gets going.
We do try to buy as local as we can, so we contacted a business a little distance from us but it’s well known and has a good reputation for quality and having what you need in stock.
So Mr P spoke to them a few days before about popping over, and then drove over specifically one morning.
When he got there the place was deserted, so he gave them a ring:
“Hi, I’m at your door but there’s no answer. Doesn’t appear to be anyone here”.
The glass guy: “Oh, I’m out at the moment. Be back in a couple of hours”.
“We spoke the other day about the glass I need and you said you’d be here so just pop in.”
The glass guy: “Sorry, but I’ll be back around 2”.
Customers can make or break you.
They’ll definitely talk about you to friends and family, especially if their experience is not what they expect – bad news travels fast as they say!
You may be really good at what you do but if you forget why you’re in business, i.e. providing that expertise to your customers, you may as well pack it all in!
Being a one woman outfit, I know this all too well.
I believe I provide my clients the expert advice they need and the best customer experience I can muster – you’ll have to ask them! 😉