Friday, April 13, 2007

Customer Satisfaction 101

Recently I learned a new lesson on how to make a dis-satisfied customer satisfied, courtesy the most-intelligent staff of Eldeco.

Long time back we had given a list of complaints to Eldeco. There was no response to the list for quite some time and then all of a sudden recently the Eldeco staff came to review the status of list of complaints. One of the points in the list, was the bad quality of wooden floor that they had put in one of our bedrooms and we had asked for a replacement.
The person who came to us asked us to write a letter to Eldeco mentioning this complaint along with the fact that we are a "satisfied" customer and that this is our only complaint towards Eldeco. And he also quitely suggested that if we show our statisfaction from the services provided by Eldeco it would help him pursue our case with the Eldeco Group's Management and if we don't show our satisfaction then it would be very difficult for him to get things done.

This whole thing shocked us to no end. Imagine the guts of the person saying this. We obviously refused to write such a thing in the letter.

Moral of the Story: The whole episode showed us how to make a dis-satisfied customer, satisfied. Ask him to write a letter saying that he satisfied in case he wants to get his work done.

Postscript: Nice lesson from Eldeco on customer satisfaction, must be put together with the brilliant case study on them which they have been displaying on thier website.

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