Last week we received an email from a customer who was disappointed with our customer care service because we had not answered their query as quickly as they expected. They wanted to acquire a pair of jeans but hesitated over the size and, in the time it took for us to answer, their size went out of stock.
We understood their fury at their size going out of stock in such a short time, but we explained that, as we inform in our auto-reply emails, the customer care service hours are M-F from 9 am to 7.30 pm. Despite this, it was a Sunday afternoon (outside service hours) and Eduardo and I were working from home on answering emails, among them this customer’s, which they had sent us only the day before.
The customer was not satisfied with our answer. They could not understand that we had not answered on a Saturday morning, when that is a day when shops are open.
This led us to several thoughts that we want to share – here are some of our LEARNINGS 📖
1️⃣ The first of them –which we also shared with the customer– is that, even though our online shop is open 24/7, we who work at Redcast are not available 24/7.
At Redcast there are few of us doing the work of many –customer care, daily contact with suppliers, launching new ideas and products, preparing orders, managing social media; and as in any business –whether online or offline– we believe we need to work a certain number of hours and have leisure time for enjoying, disconnecting, getting inspiration… something which, in our opinion, is essential so that we can go back to work with eagerness and thus provide a better service.
As entrepreneurs, Eduardo and I spent several years working tirelessly, even feeling guilty whenever we took an occasional break. However, we reached the conclusion that this did not make our business better but quite the opposite, since it caused us high levels of stress and exhaustion and, consequently, demotivated us.
2️⃣ If there is one thing we can all agree on, it is that running a business is no easy task, and in a shop such as ours, customer care is one of the biggest challenges.
In this regard, we want to give visibility to the frustration, for both owners and workers of a small business, of dealing with unhappy customers and being faced with comments or criticism that are occasionally unjustified. It can sometimes be very discouraging…