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Technology Stocks : AUTOHOME, Inc
ATHM 23.10-1.5%Dec 3 3:59 PM EST
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To: ahhaha who wrote (24670)8/15/2000 3:30:26 PM
From: GraceZ  Read Replies (2) of 29970
 
The worst strategy possible is "cost risk shifted to consumer choice".

It seems like a simple solution to put the cost risk of something like self-install on the customer. In practice what happens when you try to do this is that a lot of time and effort is spent in figuring out who is at fault for the faulty installation. The last thing you want to spend time doing in a business is placing blame. Even if the customer is at fault, you don't make friends pointing this out.

I like to look at a "problem" that a customer is having as an opportunity. You have an opportunity to impress them with the speed and pleasantness that you address the issue. Some of my best customer experiences have come about when a problem was addressed quickly and with professionalism. This doesn't happen when you spend time trying to figure out who is at fault.
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