Kuidas teenindada kliente

Mu tänast hommikut kaunistas kauaoodatud kiri:

Dear ...,

We are sorry to inform you that our supplier has cancelled the
following order line from order ....
ISBN : ...
Title : ...

This can be due to any of the following reasons:
- Our wholesaler has been unable to contact the supplier regarding this title.
- The book is now Out of Print
- The ISBN is not recognised by our supplier.
- Our supplier no longer has distribution rights - now unknown.
- Title has shown 'Reprinting - Date not Known' for 60 days - no date known for publication.
- Title has shown 'Publisher out of stock' for 60 days - no date known for stock becoming available.

You have not been charged for this transaction.

We apologise for the inconvenience - if you have any further queries, please contact us on 01865-333536.

Blackwell Online
Customer Services

Vastus:

Dear Blackwell!

The sad thing is, until now, I have held you in high regard. I am truly glad you have repaired that little glitch in your reputation. Two months waiting just to hear that my order has been cancelled - indeed, this is an exceptional customer service. I will do my best to inform the other potential customers of your outstanding performance. Most likely you need a long rest after that inhuman effort, so I wouldn't recommend anyone to pester your sales department.

Yours Truly,
...

Kirja ma muidugi ära ei saatnud. Mis kasu sellest oleks? Ja frustratsiooni võin oma blogiski välja elada (ja nende jaoks palju valusamalt). Eks nyyd tuleb uuesti otsast alustada.

Mida õpetlikku sellest eksemplumist leida võib?
* Oota vastustega alati võimalikult kaua. Inimestele meeldib pikaajaline kirjavahetus.
* Ära anna konkreetset vastust, miks sa kellelegi vee peale tõmbad. Klientidele meeldib ise vastuste seast valida.
* Ära mingil juhul paku teist lahendust, kuidas klient võiks saada sarnase või isegi sama asja. Ta tahtis ju ainult seda yht asja.
* Kliendid ei väärtusta sinult ostmist piisavalt kõrgelt, kui sa neile esimese soovi peale kohe midagi myyd. Klient on nagu koer: sunni ta sitsima ja läbi põleva rõnga hyppama, alles siis mõistab ta, kes on peremees.