Customer Service: Is the customer always right? Dealing with enquiries and what we learnt along the way
Accidentally Starting a Food Business by Condimaniac
Deep Dive
Why did the podcast have a two-month break?
Kier and Jen, the hosts, were busy with the launch and management of a new product called Pizza the Action, and their weekends were filled with business activities, making it difficult to prioritize the podcast.
Why do the hosts believe that the customer is not always right, but should be made to feel that way?
While customers are not always right, and some may even try to scam the business, it's important to make them feel right to maintain a positive relationship. Handling complaints in a way that satisfies the customer, even if they're wrong, can turn them into loyal advocates.
How did the hosts manage a customer who ordered by accident and used the product before returning it?
When a customer realized they had ordered by accident and used the product, the hosts refunded the customer despite the product being used. They prioritized customer satisfaction over the financial loss.
Why did the hosts start using a shipping software, and what impact did it have?
The hosts started using Zen Stores, a shipping software, to automatically send tracking numbers to customers. This reduced the number of inquiries about missing parcels, as customers had more information at their disposal.
What is the emotional impact of customer service on the hosts, and how do they manage it?
Jen, who handles most customer inquiries, often takes them very personally and feels a strong emotional response when dealing with negative feedback. Kier suggests it's important to try and not be too emotionally charged for mental health, but also to remain invested in the business and the customer experience.
What is the hosts' best customer service experience, and why was it meaningful?
One of their best experiences was when a customer, who initially ordered a broken gift set, was polite and explained the issue. The hosts sent a replacement and a different item the customer actually wanted, leading to a heartfelt thank you and a positive impact on the customer's life. This interaction highlighted the importance of going above and beyond for customers.
Why do the hosts think it's crucial for business owners to remember that customers are humans too?
The hosts emphasize that both business owners and customers are humans with feelings. A bit of kindness and understanding can go a long way in resolving issues and building a positive relationship. This approach helps in maintaining a human touch and avoiding robotic, insensitive responses.
What was the hosts' worst customer service incident, and how did they handle it?
The worst incident involved a customer who initially agreed to wait for an order due to border closures but later refused the parcel and filed a fraudulent chargeback. Despite the hosts' efforts to resolve the issue, including partial refunds and providing evidence, they lost the chargeback and the parcel was destroyed, costing them around £100. This experience highlighted the vulnerability of small businesses to customer scams.
How do the hosts plan to manage customer service as their business grows?
As the business grows, the hosts plan to set aside a scheduled time of day to handle customer inquiries instead of responding immediately. They also consider outsourcing customer service to someone they trust, possibly a friend, to ensure that the service remains personal and attentive.
What is the hosts' parting wisdom for both business owners and customers?
The hosts advise both business owners and customers to remember that there are humans on both ends of the interaction. Kindness and understanding can significantly improve the customer service experience and build better relationships.
- Two-month break from podcasting
- New product launch: Pizza the Action
- Keh quit full-time job
- Jen now works part-time
Shownotes Transcript