Lose The Ego Or Lose The Customer

It bewilders me that some businesses can’t put their customers‘ needs ahead of their own. I’m going to tell you yet another horrific tale of business stupidity but first, a little data to support my point.

The folks at Marketing Sherpa did some research and they found the following:

When asked about the marketing of the company they were highly unsatisfied with, the top way unsatisfied customers described the company’s marketing was — not customer-first. This description was more frequent than complaining about privacy issues or intrusive, boring or irrelevant marketing. “The company does not put my needs and wants above its own business goals” was chosen by 35% of unsatisfied respondents.

With that as context, let me show you this in action. A friend of mine bought a car recently from a car dealership with which she had done business in the past. Her previous experience was good enough that she went back to them to buy from them again. This time, things were quite different.

The car died in her driveway after a few weeks of use. The battery died and the car wouldn’t jump-start. When she bought the car, she was told to bring the car to the dealership in the event of any issues and they’d take care of her. She did as she was told and had the car towed to the dealership. Despite the lip-service paid to a customer-centric focus, the service department said they’d charge her $165 for a new battery even though the car is still under warranty. If she wanted it fixed under warranty, it would have to be moved to a Ford dealer. Strike one.

The dealership said they’d arrange for the car to get to the Ford folks “as a courtesy.” That was Thursday. It’s now Monday morning and the car still hasn’t moved. Strike two. My friend has been calling and emailing to no avail. She is in the process of renting a car – the dealership didn’t mention a loaner. Strikes three and four.

I’m beginning my search for a new car – do you think this dealership is under consideration? Do you think my friend will tell her friends to rush over to purchase from these folks or will she caution them to avoid the dealership like a plague? The dealership had its main need addressed – they sold a car, in part by doing a great job in addressing the customer’s needs and wants at the time. They are unwilling or unable to focus on the customer beyond the sale nor can they put the customer’s needs above their own goals (servicing a car that’s under warranty takes time and reduces margin). This is a perfect example of what the research cited above shows since in my mind customer service (or lack thereof) is part of the marketing mix – a critically important part. Do you see the problem?

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