{"id":3704,"date":"2017-07-21T14:51:31","date_gmt":"2017-07-21T19:51:31","guid":{"rendered":"http:\/\/etereman.com\/remanu\/?p=3704"},"modified":"2017-07-21T14:51:31","modified_gmt":"2017-07-21T19:51:31","slug":"the-dog-days-of-service","status":"publish","type":"post","link":"https:\/\/etereman.com\/remanu\/2017\/07\/21\/the-dog-days-of-service\/","title":{"rendered":"The Dog Days of Service"},"content":{"rendered":"

\"\"
\nLet me start by making it clear that I AM NOT a Yelp-er. I do not write bad reviews about a slow server, a rude cashier, or even when I find out the hard way my salad was spiked with avocado. Unless it is a life threatening or devastating experience, I do not let one negative occurrence sway my ultimate opinion on a business, service, or person. However, when a business, service, or person continuously fails me and has no redeeming quality, it\u2019s time to move on.
\nThroughout this year, I have received damaged, incomplete, and just plain wrong orders from a very large well known online company that I once trusted for buying both necessary items and impulse buys. There\u2019s just something about seeing that box on your front porch. With the click of a button and two-day free shipping, it\u2019s like it\u2019s my birthday. Lately, though, I haven\u2019t felt that same excitement.
\nWith one dog in our house (and a new puppy joining our family soon), I needed a new collar. I read reviews, found one that looked like it would help with \u201cheel\u201d training, selected the correct 18\u2019 size, and pushed \u201ccomplete order<\/em>.\u201d 48 hours later, I opened the box \u2013 and found a 16\u2019 collar. I called the company\u2019s Customer Service Department, explained the mistake, and a nice rep promised I\u2019d have the correct item in two more days.
\nA few days later, the new box arrived. Inside? Another 16\u2019 collar. I called again \u2013 and boy, was I mad. As it turned out, the item was listed incorrectly. To make matters worse, the supplier didn\u2019t even offer the size I ordered at all. The rep kept calm, told me everything that she could for me, listened to my grumbling, and apologized. \u00a0But, I was definitely<\/strong> not satisfied. I was left with a full refund (of a whopping $7.28), two dog collars in the wrong size, and a chip on my shoulder. I hung up angry, swearing I would never purchase anything again from them.
\nThe most important factor in continuing to give my hard-earned cash to this company is not that I expect my transactions to be problem free, but rather their approach to finding a solution when there is an issue. They not only broke my trust in orders showing up and in good condition, but they didn\u2019t solve my problem.
\nFast forward two weeks, I needed toilet paper and wasp traps. Still not happy about being unable to walk my dog, I swore this was a one-time exception to my \u201cnever again\u201d declaration. So, I hit the magic button. And, everything showed up as expected.
\nWhy do customers continue to purchase goods from a company that has fallen short multiple times? Trust. I may doubt the accuracy of the packagers, the condition of the merchandise, or the reliability of their chosen carriers, but I do trust that they want to (and will) fix their mistakes.
\nAs a customer, it\u2019s easy to condemn a business or product when they have a rough time meeting expectations and aren\u2019t wowing you with reasons to stay. The best way to judge a company, however, is not by how they behave when sales are up and no one is yelling, but rather when there is a hurdle. Do they stand behind you and the product? Do they make it easy? How\u2019s their attitude while doing it? Does it seem like they truly want to help and make you a priority? If the answer to all of these is yes, hunker down and withstand the storm. In the long run, despite some bumps in the road, you\u2019ll be happier knowing you\u2019ve given your business to one with its focus on you.
\n 
\nP.S. In case you’re curious, I have another dog collar on order \u2013 and, it should be here tomorrow (fingers crossed).<\/em><\/p>\n

\n

\"\"The Siren of Support is generally forgiving of bad service. Until it’s bad. And bad again. What keeps her ordering anyways? Trust. Why do you? Share your thoughts below or message Sari<\/a> directly.\u00a0<\/em>
\n <\/p>\n","protected":false},"excerpt":{"rendered":"

Let me start by making it clear that I AM NOT a Yelp-er. I do not write bad reviews about a slow server, a rude cashier, or even when I find out the hard way my salad was spiked with avocado. 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