Customer service

I’m fresh back from delivering a workshop on engaging employees as a responsible business here in London.

We hung out with swans

We covered the usual stuff including issues related to quality, services, customer satisfaction and empowering employees to innovate.

I find a message waiting for me.

It’s from the cycle shop in Mysore. I’d left my main cycle to be fixed.

They’ve written to tell me that they’ve installed the wrong part which affects/reduces the performance of the cycle gears by one third.

Why have they written to tell me instead of just fixing it?

In my view… free consultancy…. it’s pretty clear what the options are….

1….Do it again, this time with the correct part.

2….Replace with the original part and give back to me as it was.

This sort of thing is common in India but I can’t say that I can really understand it. How is it that the supplier didn’t supply the correct part? Did the cycle shop order the wrong part and did they not check before they installed it? Why haven’t they just solved the problem? Do they expect me to take it back like this?

It reminds me of the case of the Chinese Oil….

I’d ordered Tung or China Oil to treat our new Rosewood chairs and sofa. The seller was in Delhi who would arrange delivery. It didn’t arrive.

Me: where’s my oil?

Seller: it’s with the transporter sir.

Me: where’s my oil?

Transporter: we can deliver the container sir but there’s no oil in it, it’s leaked.

I’ll not bore you with the whole story. Suffice to say. ‘The it’s not my fault guv’ wasn’t accepted. The seller and transporter sorted out responsibility between themselves. It was eventually delivered.

I’ve placed trust in people and they are accountable to deliver what they’ve promised. Any problems, well it’s up to them to sort it out, if necessary to apportion responsibility. Hopefully we all learn from our mistakes and improve for the future and the business continues to thrive and survive. From it I also know who to trust, maybe.

What’s so difficult about that?

For some reason my Indian friends just accept this poor service and don’t challenge. In that case how will anything ever change?

Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out /  Change )

Google+ photo

You are commenting using your Google+ account. Log Out /  Change )

Twitter picture

You are commenting using your Twitter account. Log Out /  Change )

Facebook photo

You are commenting using your Facebook account. Log Out /  Change )

w

Connecting to %s