We all have a basic expectation with every product or service purchase we make. We expect it to work for us. We expect it to be effective. It doesn’t matter if the cost is $1, $100, or $1,000. We bought the product because it’s supposed to help us, feel and look good, or get a job or project done successfully.
A customer recently called and left a voicemail to say that he had just bought a new Zircon StudSensor and our product was not working for him, no matter what he did. He took it back and exchanged it for an upgraded model with more features, and that one also didn’t work for him. He said he was going to take it back for a refund and never consider purchasing another product from our company.
I called back immediately and got his voicemail. I asked that he call me back on our 800# customer service line. I said I would correct the problem no matter what it was, and that the company would stand behind the product. Luckily, he called me back fairly quickly. He was still very anxious about his experience and was convinced that our product didn’t work. After a short time, I figured out the problem was a simple low power battery issue. He had used the same bad battery in both the sensors. With a brand new battery installed, his StudSensor was now 100% operational and he was very pleased and happy. He just wanted it to work.
This customer gave us a chance and allowed us to help him. We understand that there are many issues, we may never get to hear about or help with. Sometimes, you can read about those on consumer review sites. It goes with the territory these days.
So, next time, call the customer service number or send a quick email and give us/them a shot at helping you. You might be surprised at the solutions presented and may learn a few things in the process – because a good service technician will ask the right question(s) and make sure your experience from that point on will be a good one.
For additional insights, please check out Zircon’s Pro Expert Blog, “Stuck on Stucco” for a real life example of how manufacturers can help with solutions. Also, follow us on Twitter or like us on Facebook.