20/06/2024
Why Customers Matter: Reflecting on Business Priorities
Recently, I found myself in the position of a customer. I called "Company A" to schedule a meeting because I was ready to purchase their services. All I needed was a meeting to discuss my needs.
When I called "Company A," the owner answered. As I introduced myself and began explaining my intentions, I was abruptly interrupted. The owner quickly said she was busy at the moment and would call me back later. I didn't mind this at first; it was no problem for me.
However, I did not receive a call back that day or the following day. In fact, the owner called me back four days later. By then, I was no longer waiting for the call. Although I wasn't in a rush with my request, I didn't appreciate the attitude. I didn't like having to wait four days for a response. The owner's excuse was that she had completely forgotten about me.
At that moment, I knew this company needed new customers, but I didn't need this particular company. My intention was to give my business to a company that was struggling economically. However, I found another "Company B" that responded immediately and scheduled a meeting the same day.
When "Company A" finally tried to reach me again, I informed them that I was no longer interested.
As a customer, I have certain expectations. When I have a need, I want a prompt response and service. As a business owner, I hold myself to the standard that customers should receive answers as soon as they show interest.
Have you ever experienced a similar situation as a customer or a business owner? What would be your approach from both perspectives?
