Customer orientation and customer service have always been important in marketing. The pandemic has made it even more so and probably harder to deliver. Different companies have different levels and philosophies of service that determine satisfaction or dissatisfaction. I will share my experience with three companies with different approaches to offer this critical component in their marketing efforts, customer service. I have written on marketing and related topics, this is one more.
Coffee Exchange
Well, we enjoy our coffee! In our collection are about 5-6 different coffee makers, from perked to espresso! We have been getting our coffee beans from an outfit in Florida. We settled on their French Roast and periodically ordered 5 lb bags of it. It came in a breathing bag that made storing easier. As we need coffee, we would grind small amounts and have fresh coffee most of the time.
The pandemic made shopping more difficult and selling even more so. The pandemic has affected small local merchants, from restaurants to coffee houses. Thinking of this difficulty, we decided to keep our business in Rhode Island. We had coffee from Coffee Exchange before and enjoyed it and decided to give our small but steady business to them.
On their Web site, they offered single origin as well as blended coffee options. Not knowing where to start, I sent an e-mail to the company, which they quickly answered. I asked for their recommendations and if I could buy smaller quantities to try. After a couple of e-mail exchanges, we settled on his recommended four options and that I would call and place an order with their staff so that they could make smaller bags for us. Start of good customer service.
This morning, I called Coffee Exchange and quickly ordered four different coffee beans, and paid for them on the phone. Later in the afternoon, we took a ride to Wickenden St. in Providence to pick up the order. Karma came with us and enjoyed walking in a new territory, doing his DNA analyses on the fly with quick sniffs! When we arrived at the window, I gave my name, and the bags of coffees came out the other, bigger window.
This is excellent customer service. They genuinely tried to help us in choosing a coffee blend or two to satisfy our needs. And, in return, we will give our business to Coffee Exchange. It will cost a few dollars more, but it will stay in the state and go to a company where customer service is important. Thank you!
Chewy
We have been purchasing Karma’s dog food from Chewy because our local stores do not carry the food recommended by our trusted vet. The initial order required a prescription from the vet, but after that, it was very smooth. The delivery would arrive within 2-4 days from placing the order, even in the days of Covid-19.
I placed an order towards the end of last week. Within half a day or so, I received a notice that the order was shipped. Nothing surprising. Until I received another message a day or so later, telling me that the shipment was delayed, with no further information. The next day, I believe it was Saturday, I called their customer service. The person on the phone was pleasant and checked into the order. After about 30 seconds or so, she said she did not know the reason for the delay and said she would immediately ship the same things once more. I asked how I could return one order should I receive both. She said she would try to reroute the first package back to the warehouse. But, if that did not work, I should keep them both. This is good customer service, not because she offered me to keep both orders, but because she immediately shipped a new package without worrying about the first one.
I sure hope she can divert the first package to their warehouse. If we receive both packages I will call and offer to pay for them all. Fair is fair. Would I continue shopping at Chewy? Of course, I will! And, I would heartily recommend them for your pet’s needs. Whenever I call them with any question, they quickly and accurately answer them to my satisfaction. The shipment arrived on Tuesday before noon time! Very good service. Karma is happy too!
Angelino’s Coffee
We enjoy our coffee, some in the morning, followed by a cup or so in the afternoon. In the morning, we generally have brewed coffee and the afternoon cups are typically single-cup Keurig pods.
Sometime last year, I stumbled on Angelino’s Coffee, which produces freshly packed Keurig pods shipped to you directly. I started getting their coffee, and we enjoyed the taste. However, on more than one occasion, they were late in delivery. They told me that UPS was slow during the pandemic. The quickest I received a shipment was seven days, and it went up to 8-9 days on several occasions.
I traced the last order on their site, and it showed as shipped. But I could not track it. I sent a message from the Web site inquiring about the delay after a week from the order. The e-mail reply said the UPS had not picked up the packages and that I should be patient. Since UPS had not yet picked it up, I asked to cancel the order. Then, I went ahead and got the pods locally. A follow-up message told me that they could not cancel the order, and I should wait to receive the coffee. I inquired whether I could return the package, and they rejected that request too!
At that point, I requested a cancellation of my account and the deletion of all my information. I added that I would appreciate a confirmation message. No reply, not even today! I could not log in to my account, they deactivated it, but I am not sure if they deleted all the information. Also, they did not have the courtesy of notifying me. Be it! The package arrived 14 days after I placed the order.
I am not satisfied with the delivery or the service provided. Would I recommend Angelino’s Coffee to anyone? No, I will not. They failed me in delivery and customer service. Avoid!
Conclusion
We are living through hard times for all. Some tolerance for slipping customer service performance is certainly a noble idea. At the same time, we also need to recognize the difficulties the small businesses are going through. Many of them have their doors closed, at least to indoor traffic. We should try to support our local merchants and businesses when possible. If we need to order things online, and who doesn’t, we should reward those merchants who try to serve our needs. Tolerance is not expected only from the customers, we expect some tolerance and service from the sellers as well.
PS For those who may be wondering, I taught marketing for over 40 years.
Sal Capirchio
Thanks for the information. It never ceases to amaze me how some companies can continue to stay in business with the inferior, or in some cases lack of customer service. It takes a while, but it does eventually catches up with them. And then…..they go out of business and ask the question…”what a shame, don’t know why this happened, we did everything right!” NOT!!!
-Sal
p.s. Do we need to do a caffeine intervention??
A. Cemal Ekin
You are correct, Sal. Most companies do not realize that the most important thing they “sell” is “trust.” If I don’t trust a company, I will seek alternatives.
We are enjoying tasting the several varieties we picked up at Coffee Exchange. We’ll see what we settle on. Give it a try if you haven’t already. We are trying to keep our business as close to home as possible.
Take care,
Cemal
Paul
Customer service is the most important thing in business. I also had good experiences with Chewy. In todays business model trust means repeat customer s
A. Cemal Ekin
Building trust is difficult but essential. Good to know the positive experience with Chewy. They kindly wrote and thanked me for the share.
Stay well, Paul,
Cemal
David Lewalski
Great post and timing. The cat litter (unscented crystals) we normally order had almost doubled in price since we ordered it last month. Looked for other merchants but same story. Ziggy only “does her duty” in crystal type cat litter and we found it on Chewy at original price and it came by FedEx today. 😀
Also, back in the day, we always enjoyed coffee exchange on Wickenden- an americano on the deck of CE. We do seven stars a couple times a month for breakfast, but in all honestly, their coffee isn’t great. Going to dig up those relic coffee makers – a French press and Italian stovetop expresso maker and hit CE.
Thanks for the nudge.
A. Cemal Ekin
I am very glad the timing was right, as well as the message, David. Yes, the more we support our local merchants to more likely it is to visit them after the pandemic is under control. We try our local, very near bakery, Le Favorite Bakery. Very good bread and very tasty sfogliatelle. Highly recommend them too.
Cemal
Haluk Atamal
Thanks for sharing your (mostly good) experiences, Cemal.
Service hiccups are so common in Turkey that we certainly did not feel too much change during the pandemy, save for even longer delays. We are sort of used to it. If and when a good service is given, for us it is usually a small feast to celebrate.
Take care and best regards,
Haluk
A. Cemal Ekin
It is sad to hear that service in Turkey has been below par. As a student of marketing, I have always emphasized the positive aspects of it. Lately, companies seem to be taken by their own message, ignoring the needs of the consumer. Advertising has entered an era where commercials try to be “absurd,” where dumbness becomes a virtue.
This too shall pass! Good marketing does good for society.
Take care
Pete Sieger
Cemal,
I read and enjoyed your post on customer service. Your advice and perspective are always so well taken – always a pleasure! I’m so glad we’ve come to know one another, even though we’ve not yet met in person. Be well dear friend!
Pete
A. Cemal Ekin
Good to hear from you, Pete. After having taught marketing for over 40 years, one probably becomes a lot more sensitive to these matters. Glad to hear that you enjoyed the commentary on customer service. One of these days, we may shake hands, who knows. Take care,
Cemal