Devoted to small businesses and those who run them

Did you ever see one of your teachers outside of school, at the grocery for instance, and suddenly realize that they had a life outside of the realm in which you always envisioned them?  I had the reverse happen today when I suddenly realized I am going through a customer service nightmare and it'd be great blog fodder!

So, read my story and learn what not to do if you want to provide good customer service and gain referrals from happy customers (something the company that shall remain unnamed has not yet done).  We'll even add and subtract points here, just for fun, because I need a little fun in this situation!

Back in July I started researching homeschool curriculum companies to try to decide which would best suit my Little this year.  I narrowed my choices down to three companies, based on prior knowledge of them from repeated exposure through homeschooling magazines and websites.  (+1 point: good branding.)  I visited each company's website several times and compared their methods and resources, along with prices.  (+1 point: website was informative and easy to navigate.  +1 bonus point: sample material for each grade I was considering was available in .pdf format so I could download it and email it to the Little's father, who I legally need to keep informed on her schooling.)

I requested a catalog, which arrived within days.  The catalog was very well laid out, in full color, and was very easy to peruse and understand.  It solidified my decision, which was pretty much made, that my initial first choice would be the one I'd go with for certain.  (+3 points: quick response to request, easy-to-use catalog, good sales/marketing in it.)

Once funds became available (this is no small ticket item -- it's an entire year's worth of curriculum, teacher's manuals, and additional supplies such as craft items, music items, and supplemental products), my husband and I placed our order, online, on the night of the 24th.  (+2 points: easy for the customer to figure out what they need and receive it in one shot; 24-hour ordering thanks to automated shopping cart on website.) 

Everyone in the family was INCREDIBLY excited.  We've been chomping at the bit to place this order, and I purposely waited until the end of September when their peak season (stated on their website as June and September) should be over.  (+1 point for informing customers in advance of potential delays.)  And that's where the problems started.

You see, we just moved into a new house.  And I didn't receive the automated email confirming my order, which would have had the address I entered on it.  (-1 point, lack of order confirmation, though the shopping cart stated I should get one.  And yes, I checked my junk mail folder.  Multiple times.)  I realized Tuesday morning that I may have entered an incorrect house address, off by 2 digits.  So I emailed the company Tuesday morning, supplied them with my correct address, telephone numbers for both of us, and asked them to send me the confirmation email and let me know if the order could be shipped to the correct address.

I received NO RESPONSE.  (-1 point.)

We waited.  And waited.  And WAITED.

No UPS delivery.  No email confirmation of the order, or stating that it had been shipped.  No response to my email.  (-1 point per day, which was at two weeks on Tuesday of THIS week.  What is that, -14?)

So I emailed again this Tuesday, stating that a) I still had no confirmation of the order, and that b) I had still not received a response to my concerned email about the shipping address.

I received no response.  AGAIN.  (-1 point per day, Tuesday thru Thursday.  -3 points.) 

During this time my husband drove down to the house with the number I may or may not have entered, and the nice lady there informed him nothing had arrived, but she'd keep an eye out and bring the box to us if it does somehow show up at her house.  Phew!

Anywho, Thursday at about 1:30 p.m. my time, I hit their website.  I know they are on the East coast, so I checked their hours, which are stated as 9-5 EST on their contact page.  I dialed them up, and got a machine on the first ring, which stated that their hours are 10-4 EST.  (-1 point for incorrect information on the website.)  Soooo I left a lengthy message, including my name and phone number twice, a brief description of my order, what the problem is, and the fact that I've emailed them TWICE with no answer.

Did I get a return phone call today?

NOPE.  (-1 point.)

Did I call back today during their business hours?  Yes.  Did I get a live person?  NOPE.  (-1 point.)  Did I leave another message?  Yes.  Did I get a return phone call?  NOPE!  (-1 point.)

Can you see where this is going?  As of Sunday our order will have taken 3 weeks to get here, IF by chance it arrives tomorrow as a Saturday delivery.  This is a week over their max estimated time for "peak season" orders.  (-1 point.)  I've received no responses to my query about the shipment, despite repeated attempts to reach someone.  (-4 points for each try.)

Obviously I'm now so dissatisfied with this company that IF the shipment arrives, it had better be all I dreamed of and more, or I'll probably never order from them again -- IF I don't just go and return it if I'm not thrilled with it.

Now, multiply this disappointment by the fact that I have a child who is well aware that her school items should be on the way, and she's anxious to get started with them.  What customer would be happy with that situation?

Obviously not this one, since I'm blogging about it.  Think about how referrals and brand building work.  Other members of the homeschooling community know what company I've ordered from, and my trials are going to make my friends think twice before choosing this company for their future curriculum needs.  In a small niche market such as the home education field, word-of-mouth can make or break a company.

Are you running your business like this?  Are you starting out strong and then fizzling out because of a lack of follow-through?  Or are you racking up points and bonus points by answering questions promptly and making sure your technology truly serves your customer?

I'll keep you posted on the missing package.  Maybe this company will earn my trust back -- or maybe not.  We shall see!