client

Wow!! And unfortunately, this is not the good kind of “wow.” It was appalling. I recently purchased an item from a major home improvement store that specializes in flooring.As always, I took the opportunity to observe the level of customer service—it’s second nature to me. At the time of purchase, everything seemed fine. The salesperson helped explain the product options and their applications, clearly communicated the pricing, and informed me that my order would be delivered to my home in about a week and a half. Fast forward a week and a half—no calls, no updates. So, I reached out to the store. They told me there were delays and that they couldn’t say when the product would be delivered. To make matters worse, the representative shrugged it off, saying it was a carrier issue and I’d have to wait another week to “maybe” get more information. 🙁 A week later—still no updates. I called again. The first person who answered had no idea about my order and said she’d find someone who could help. After about ten minutes, someone else picked up and told me the computer she was using didn’t have access to order information. She had to go to another terminal. More time passed. Then she came back and said, “Sorry for the wait. The store is huge, and my legs are short.” 😳 Honestly, I didn’t know whether to laugh or cry—so I said nothing.😶 In the end, she told me my order was, actually, already at the store and could be delivered within the next two days. So, from “we don’t know where your order is” to “we can deliver it in two days,” all in about 15 minutes. Incredible. You might say: “Well, at least you’re getting your order—you must be happy.” Yes… and no. Sure, I’m glad I’ll finally receive my purchase, but I’m not at all happy with the way the store handled the situation.This kind of experience builds distrust. And I can’t help but wonder—if I hadn’t called, would my order have just sat there until someone with longer legs stumbled across it? So, here are a few key points to remember when it comes to customer interactions:   ✅ Never give your customer a due date you’re not committed to meeting. ✅ Don’t wait for your customer to follow up—if there’s a delay, take the initiative to communicate, even if it’s bad news. ✅ Train your staff well. Set clear expectations for behavior, and make sure you hire people who genuinely have the skills to interact with customers. ✅ Invest in a good system that provides real-time order updates—this avoids unnecessary back-and-forth and frustration ✅ And finally, customers don’t care about how long your legs are—they care about being treated with respect, honesty, and professionalism. They want timely, high-quality service and products. If your business lacks a consistent customer interaction process or the proper training to support it, You-Pro is here to help.Reach out to us at contact@you-p.io. By Erika Molina