With our focus on sales, service and process improvement, I'm always tempted to share the rather abundant number of "bad service" stories I have in this space. Usually, I can control the urge, but not today.
Today I am wondering whether anyone else would do what I did. Let's say you had a need for a new technological product. And then let's say that a vendor (which would also be working with that service or product) with whom you had a long standing customer relationship recommended three options.
Then, let's assume you did your due diligence and made your choice based on a number of factors, including an impressive sales experience. And you proceeded to complete an online application, which did not work the first time. So you re-entered all the data required and it does not work the second time!
Then, let's say you email the nice sales person who's provided all the info to you and explain you are having a problem. Say the response is: "yeah, we know there's a problem, sorry about that, but that's why I attached a pdf of the application for you." Um, HUH? The irony of a tech solutions provider wanting a new customer to trust them in spite of their failure or inability to correct a tech problem seems to escape both the sales person and the company itself.
So, would you buy from that company? And what about the referror who sent you there? How would you deal with their disappointment that you were not giving that particular suggested vendor the business (because it would have been easier for them, they know the product, etc.)? How would you react when your proposal went up significantly so that you could pay for them to overcome their learning curve with the other two of the three?
Maybe it's just me, but I don't feel like buying.
-Catherine
The Legal Sales and Service Organization (LSSO) is the legal industry's first and only organization focused exclusively on sales, service and quality issues in law departments and firms.
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