When Things Go Wrong...
Sherry Whitaker Budziak, AAiP
Helping Associations Innovate & Transform | AI & Digital Strategy Expert | Keynote Speaker ?? | Author | Business Transformation & Optimization Coach | CEO, .orgSource
Today Target had another system wide outage and they clearly didn't learn from the last outage as the customer experience was horrible.
I was at Target, trying to make a $400+ purchase in the electronics department (I only needed one personal item for my daughter but decided I would make this purchase while I was there). When I tried to pay, my credit card was rejected. I tried another and after 4 times was locked out. The woman next to me had the same situation happen. The cashiers then said it must be a computer problem, I don't know. They said they didn't know what to do but to tell me to come back later. When I went to the front to purchase my $7 item, they were telling us in the "self service" line to go to the cash station and pay in cash. Now people were leaving their purchases without paying and complaining about time wasted.
There were no communication to the customers, limited communications to the employees, and no signs on the doors. Customers were finding out when they couldn't pay or through word of mouth at the store or posts on Facebook from customers.
The experience could have been different, Target. Here are a few ideas...
- Immediately communicated the problem with your employees.
- Have a communications plan and let your customers know that you are encountering technical difficulties (people understand these days).
- Offer the customers 5% off their purchase if they are willing to pay cash (I always pay with credit so I get "points", unless it is less than $15 and Target wouldn't have to incur the credit card fees so only seems fair.)
- Explore alternatives payment options. I believe they could have created an online payment for me and given me the product.
- Have a backup system/solution. You are TARGET!
- Fire your IT staff....just saying ;).
Anyway, came home, purchased on Amazon for $70 less and they will be here tomorrow. Saved money, happy customer of Amazon, friction-less transaction. Today made me feel even better about loving my Amazon experience.
Make sure that you are focusing on the customer experience even when things go wrong. People understand mistakes.
#don'tfeelguiltyfornotgoingtobrickandmorter #loveAmazon
Helping Associations Innovate & Transform | AI & Digital Strategy Expert | Keynote Speaker ?? | Author | Business Transformation & Optimization Coach | CEO, .orgSource
5 年I needed to pick up a couple of things quickly tonight. I decided to give Target another shot. 8:15 pm - I walk into Target, the guy putting back the carts says "Well you know we are closing soon. Look it has been like this all day. The place is dead. This is because of Amazon." I wasn't in the mood or had time for a conversation (because I had to get back and add to my blog now ;) ). But he continued to follow me and tell me how because of Amazon they are going to have to shut down half the store and did I know that Macy's and Best Buy were closing. I just nodded but I wanted to say to him....THEY ARE ALL CLOSING BECAUSE OF A CRAPPY EXPERIENCE LIKE THE ONE I AM HAVING NOW!? BTW, I don't hate all brick and mortar stores. I LOVE Sunset Foods. The only grocery store I enjoy. They ask if I need help finding things, they empty my cart, they ask if I want paper bags, they will load my groceries, I can preorder and pick up, the manager is always smiling and saying hi. So long Target! #amazonfortheW