Knock! Knock! Who's there?
I bought a DVD last week and as it turned out the DVD is only suitable for Region 1 DVD player. I didn’t know that! Do you? Don’t pretend; it’s okay to admit your ignorance too. Who knows these details! In fact, I was in a hurry so I just asked the shop assistant to help me look for the title of the movie that I wanted to buy. She picked up the DVD, I paid and left. In the evening, I put on the DVD in the player just to find out that my player did not support DVDs from Region 1. I searched for the contact number of the shop and I called.
The conversation went ugly when the person who took the call scoffed at me for not knowing the region type of my DVD player. His suggestion was to play the movie on the Region 1 player. Yeah! I have 5 types of DVD players in my house; the one in the kitchen is the Region 1 player. In my effort to appear civilized and cultured, I told him that it was their staff who gave the DVD to me and it was the responsibility of the employee to notify me that the DVD is not good for this region. “We have all kinds of DVD! You think we have one type only ah?,” he again blamed me for my ignorance. “Since you bought from the girl, you settle the matter with her lah!,” he added. “What time did you come? Morning? Afternoon? Night? Dawn?” he toyed with my feelings in a very irritating way. I was flabbergasted to learn that VideoEZY could employ someone who is not only unprofessional but also very hostile to the client. I lodged a complaint via email to the shop and VideoEzy but after one week, nobody replies. I guess one client is not important enough for them to care.
My husband and I have made our executive decision to not buy or enter any VideoEZY outlet til the day we leave this earth. Therefore, Speedy will get our money and we do spend a lot on DVDs and BluRays every month. The point is: it’s pretty easy to lose a customer.
Support is an important part of any business. Shall the person who picked up my call tell me that I could swap the DVD with the correct Region type within 2 days; it would make me a happy customer. Shall he apologize on the girl’s behalf and tell me to come to the shop and he’ll see what he could do, that would make my day. Apart from solving the problem, the way you attempt to solve it is equally important.In these days and age, people are getting impatience than before. A delayed response to an enquiry or a support request could risk a business opportunity or could lose you an important client. And most important of all, customers must have channels to reach you and you must be able to feedback to them in a timely manner.
Strengthen your support system, tap on FingerTec’s support resources online, alert on all enquiries and support requests, I bet you will not only retain happy customers, orders will come in due to rave reviews from your current clients.
When your customers knock, make sure you answer. And for the uninitiated, Region 1 is for America.
Oh how you wish our technical team would look like this (and wishes could come true)
by Norana Johar, COO, FingerTec HQ