Of merchantable quality
Graham Hardy
Providing customer-led support to any business that cares about its customers
I’ve written before about recalls and the trust that builds in a brand. We’ve all read the nightmare stories about Whirlpool tumble driers catching fire and their tardy response. Our new fridge freezer gave up the ghost after only 6 months, so an engineer was despatched, under guarantee and leapt into action.
But, based on my reported, “It stopped working but the light is still on,” he didn’t challenge my evidence or even try switching it on. He went to work immediately with his screw driver and replaced the monoblock in moments. ”There, that’s fixed,” he announced without even switching back on! Don’t ask me what role the monoblock plays, but hey presto, a fully working appliance again.
Now what does this tell me, the customer? The guarantee works, the call out and engineer attendance process works, but if Marcus came with part in hand without even testing the appliance, did he know exactly what the issue was in advance? When pressed, he was economic in his summary of why the fridge freezer failed.
So I’ve lost a little trust. Is there a known fault, should the product be recalled, will it happen again, might it catch fire, will it happen again out of guarantee and will I have to pay the ￡56 for the new part plus labour?
Are you open and honest with your customers?
I consult selectively, sharing my knowledge and experience, only when approached, with companies who I believe genuinely care about engaging with their customers.
Graham Hardy Consulting
Mobile: +44 (0) 785 012 3315
Email: grahamreallyis@gmail.com
Website: https://grahamhardyconsulting.co.uk
Linkedin: https://uk.linkedin.com/pub/graham-hardy/4/262/756