Overservice

Few days back, a friend of mine availed courier service to transport her vehicle from one city to another. Now this post isn’t about how bad their customer service is but it’s about over-service.

Some of the reasons for me to reach the tipping points are:

• They kept on SMSing every half an hour about the whereabouts of the shipment to enforce that they are working well until I started cursing them.
• This process of enlightenment went on whole night to piss me off.
• I’m not too sure that they have something called “BUZZ OFF” option in SMS tracking.

This is not all. The height of serviceability is that the consignment didn’t reach me on time and it got delayed for a day.

So what you make out of it? When you are promising world-class service to your customer, remember to carry it all along the way. Otherwise, the chain breaks and the customers don’t like it. And I don’t think I’ve to mention what happens next- THEY IGNORE!

So remember, the maxim was right all way through- Under-Promise & Over Deliver. But if you have already put yourself in high regards in front of your customers, leverage on it. Don’t pull it down by your stupid execution.