As the old saying goes, "You can't please everybody".
You naturally have more complaints due to your volume but they also tend to be really pissed off.
A couple suggestions:
Get an order system that automatically reminds your company to follow up with the manufacturer/customer. Take notes in the system.
If you take an order from a customer and you need to sell 5 kits to honor that price, disclose it up front. Don't hold onto their money for a month while you make your quota. I can see why people get pissed. It's basically a bait and switch.
Clearly we've done more business over the years than most. You have always taken good care of me. I just feel it's important for me to state my opinion for the future of your business than sit on the sideline. With that being said, I called and emailed you to buy a replacement radiator and ended up going through another vendor here on Lat G due to no response. If you're not servicing one of your best customers, you are doing something seriously wrong. You clearly need somebody else answering the phones and responding to emails. You can't be everything to everybody.
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Todd
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