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I agree with Mary. Just entered this thread,in the hopes of finding a new broker. It certainly seems to me from your not so diplomatic responses, that your customer service leaves some thing to be desired. I owned a very successful business for thirty five years. The one thing I would never tolerate was any employee not being up front about delivery dates, etc. If they did not know the actual dates, they were mandated to responded with the truth,"We are unsure, but will keep you informed". The best we had to offer was our credibility, which once lost was very hard to rebuild. In all honesty, this response did not make the customer happy, but I don't recall ever losing a customer over the truth. I think when you raise a customers expectations, it is your duty to fulfill those expectations. Anything less is not acceptable. The truth, although not always pleasant is always that, the plain and simple truth. In the end it gains any company, respect and trust from their client base. Having noted the above, and considering your acceptance and encouragement of one very rude immature poster, I think I am with Mary. I will move on to continue my search for a more customer oriented firm. With all the new competition entering your field, I think there will be plenty of choices. |
