Vantage PointStrategic marketing concepts and business observations. Small business start-up experiences. Monday, February 27, 2006Hey BIG Business, here's a strategic marketing thought for you . . .You go to the trouble and the expense of making a large retail sale but your delivery department takes its turn and slaps the customer in their face. What, you think they have bought everything they need to buy from you?!?!?!!!! It started with Sears. We purchased a dishwasher and refrigerator, on sale, and it was scheduled (at their convenience) to be delivered on a Saturday between 1:30-3:30. It was after 6:00 when they finally appeared at the door, ready to slam the installation process in 5 minutes or less. Then we purchased a large-screen TV from Circuit City. Almost the same story except they made the delivery window. Problem was the installer being so rushed he rattled off instructions so fast we couldn't follow him. Left us a bit frustrated and needing to reconfigure antennae and DVD installations oursevles. So we get the sofa to watch TV from and the delivery guys were so inexperienced and hurried that they damaged the front doorway fending their way into the house. Repair department comes out to fix it and runs out of time. Leaves, saying that Customer Service will phone with a follow-up appointment to finish the repair. We haven't heard word One from them. Surprise. So now it's off to buying office furniture. The salesman is a Saint. He spends beaucoup time with us and we finally settle on our purchase. Delivery is scheduled for the next day with installation/set-up to be completed three days later between 1-5:00. At 4:15 I'm calling to verify they are still coming. The CSR tells me they show the set-up completed on the day we purchased, transfers me to Dispatch who never answers and I wind up in computer phone hold musicland for 20 minutes for the second time that day. I finally phone the store manager who didn't believe me. After researching the problem, however, he winds up livid with the set-up crew who doesn't want to reschedule us for 3 days. Mr. Office Depot Store Manager does the right thing and finds another installation crew who could come out the next day to finish the job. Moral is, we don't want to buy anything else even though we still have a list. The delivery/installation crews have made us weary and leary. Maybe tomorrow I'll write about our internet purchases. .: posted by Carol Gamel - Carol@GoldenStarFruit.com 9:27 AM| |
 
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