The fact that I am still in a relationship as I write this is testament to positive reaction in the face of adversity. Realising my mistake as I walked through the door, I was met with – and I use these words carefully – an extremely dissatisfied customer.
I was profusely apologetic and took an immediate course of action. A series of emails went out, phones rang and I eventually managed to route the problem to someone who could action it - by getting the dress out of the bag and onto a hanger by the weekend (Thanks Prem). Without this timely intervention, the dress would have creased – and to continue the customer analogy – this development could well have turned a dissatisfied customer into a full-on defection to a competitor. I spent £40 on a return train to dash back to the office very briefly the following Monday to pick it up and return it to Cambridge for the ball that evening. Satisfied customer.
And what did this event teach me other than to never, ever forget something as important as the dress again in my life? It was that even the unhappiest customers can be won over with timely and relevant remedial action.
I see many similarities between my unfortunate experience last weekend and what Fizzback do on a daily basis. If the dress is a new iPhone and my girlfriend is an excitable child on Christmas Eve, then I’m Fizzback (and also the delivery company at fault). Upon receiving the complaint, I intelligently routed an alert to the correct teams and individuals for corrective action. Prem’s sterling work in hanging the dress up is the equivalent of the iPhone being dispatched at the next possible delivery slot. The £40 I spent on a train fare back to London is perhaps the voucher with the re-dispatched iPhone to compensate the customer for their inconvenience. Entirely possible with Fizzback.
And now I’m in all sorts of trouble for the girlfriend-customer analogy…
Andrew Robson
For more information on Fizzback visit www.fizzback.com