No Refund After Sales.

Have you seen those tags at shops, telling customers, once you’ve paid for an item, that’s it? Customers are supposed to be 100% sure of what they want to buy, because they cannot change their minds?

Some shops would ask the customer to pick something else, but certainly no refund! Could it be that the item may have deteriorated in value within when the customer bought it and changed his mind?

How about when it’s a wrong size or a gift that didn’t have the correct specifications and they shop doesn’t have the right size/ specifications? It may also be in the case of shops that allow time for money back or replacement that customers abuse the rights or are dishonest.

How do we look for a middle course to this. Can exploitation really be avoided from either sides? While it’s not fair to the customer for the shop to say no refund, it is also not fair for the shop for the customer to use the item depreciate the value of even spoil the item and claim/ request for a refund.

What would you think would be a win:win middle road for both the shop and the customer in cases needing a refund?

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Customer is King..:

This cliche has been over used and has probably lost its meaning. Business owners do not believe customer is king. They believe in their profit margin and customers take what business owners have or leave it.

How can we come back to the paradigm that businesses are set up for customers’ satisfaction first which then yields profit to the business owners?

We must do the following;

  • Find out what the customer wants.
  • Do businesses that align with customers’ needs.
  • Create effective customer feedback channels.
  • Resolve customers complaints early.
  • Treat customers with respect & dignity.
  • Create customer forum for interaction.
  • Have customers’ suggestion box to hear from customers.
  • Create business incentives for customers.

This said, businesses can only thrive when customers are given the right of place and we acknowledge that customer is king in our businesses.

Customers’ Feedback…

Organizations are quick to open shop and display their goods and services with the primary aim of making and maximizing profits. There’s nothing wrong with that. Except that very few organizations factor in feedback from customers on how they are doing in terms of customers service delivery. Most websites neither have feedback buttons nor call back numbers for customers complaints for resolution.

It seems to me that the organizations do not want returned defective goods, complaints about poor/ bad services or to discuss compensation or refund to be paid to dissatisfied customers. Some have “no refund” policy tags bolding written over the counters. This means check the goods very well, because once you’ve bought it, even if it is defective, expired or you no longer need it, sorry, you are stuck with it.

Unknown to these organizations, the cutting edge of today’s marketing and sales of goods and services is in excellent customer care delivery and the niche for business is feedback from customers and going that extra mile to ensure customers’ satisfaction. This makes for customers’ retention and a satisfied customer advertises your goods and services for free!. Its time to recognize the need for customers’ feedback and early complaint resolution .33484417_l

No Money After Flight Delays & Cancellations.

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McCartney (2015) of WSJ posit that flights may be delayed or cancelled for so many reasons. The reasons may range from operational (faulty engines), snow blizzards or thunderstorms. “Cheap” flights may also be cancelled and their airplanes used to convey high-net worth VIP frequent fliers instead. In whatever situation, the airlines must disclose reasons for cancelling/ delaying the flights.

In an ideal situation, the airline should provide hotel accommodations for passengers, but in reality, most passengers, especially economy class passengers have to accommodate themselves and await the next rescheduled flights. Some passengers have been stranded at airport terminals. How do the delays/ cancellations affect them? Have you seen passengers sleeping on benches or obscure corners at airport lounges? They must have spent their last money on air tickets and cannot afford decent hotel accommodation.

Winter 2013-2014                             2014-2015

Total cancelled flights:                     126,397                                                 75,500

Number of passengers affected:    9million                                               4.5 million

Impact on passengers:                      $6 billion                                            $2.7 billion

Impact on airlines                              $382 million                                      $222 million

The Wall Street Journal.

It is time we begin listening closely to complaints from flying passengers when they vent and have these complaints resolved timely. Airlines need to stop discriminating against economy flying passengers in the event of cancelled flights and give them decent accommodations as they equally had reasons to travel and it is certainly very inconveniencing to turn the airport benches into beds.

 

Aggrieved Customers.

Aggrieved Customers.

All products, goods and services are actually about the customer. Companies go into business to maximize profit from service delivery to the end users, the customers. It is surprising that in the course of delivering these products and services, they tend to forget about the satisfaction of the customers. They just want to handover the goods and services to the customers no matter the condition to deep their hands into the customers’ pockets to take their hard earned money!

That’s not the bad part. The bad part is when the customer realizes that the product or services rendered were poor or product defective. Most customers do not vent or report because they are almost certain they will not get good audience or replacement or even compensation for these poor service deliveries. The product or service deliverer makes a case for why the customer should keep the defective product or perhaps argues that the customer destroyed the item and wants to take advantage of the product deliverer by asking for a refund, replacement or compensation.

So why do we say “Customer is King”? “Customer is Always Right”? When exactly what is being said silently is the manufacturer of the goods and services is always right in the way the customer gets treated. Where is the customers’ voice?  What happened to the feedback channels where the customers are expected to revert to the service deliverer to fix the complaint?

The customer tries very desperately to explain the defect in products or poor service delivery but finds it difficult to communicate because the service deliverer “earned” the money and is not ready for a refund or product replacement. What is the recourse for example to flying customers who frequently get their flights delayed or cancelled for no fault of theirs and the miss out on millions of dollars appointments and all the airline says is “we are sorry for the flight delay or cancellation due to operational reasons”.

Customers deserve more than they are getting and should have a voice to speak loud and against these poor service deliveries.