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"Make their employees do that" Who else is going to respond to a Home Depot customer service issue but the employees? It seems the company is damned if they d
by temphn 14y ago
"Make their employees do that"
Who else is going to respond to a Home Depot customer service issue but the employees?
It seems the company is damned if they do and damned if they don't. Damned if they don't respond to her tweet. Damned if they do, because then they'd be slave drivers pushing themselves or their employees to provide great service without taking into account work-life balance, etc.
Do you agree those two things are opposed? Why can't she just be grateful these people (in this case unnecessarily) pushed to go the extra mile for her, rather than encouraging her to attack them again for doing so?
She should get their names and encourage people to buy Home Depot if she really felt bad for them.
- jacalata 14y agoBy 'that' I mean, make the delivery that night by driving a couple hours out of their way after hours. The idea of 'kill yourself satisfying customers' is definitely opposed to 'never go out of your way for a customer', but the middle ground is 'make an effort to do something to help customers and leave them happy, but don't do things that will actually hurt you (the company/employees)'. In this case the middle ground would have been more like tweet back to her promising delivery the next day, deliver the next day, and is likely to have the best overall result - employees not pissed off/miserable, customer still feels that they got taken care of by getting next day delivery instead of two weeks later.