(copy and pasting from a previous reply i made related to this back when the thread was live )
I reply as a bystander and not courting controversy in this reply, to play devils advocate for the Chard fans here that are many in number
What i have picked up on the following in this thread
1. The original poster/buyer/client's issue is not resolved or order still NOT fulfilled
2. Your company is a UK Bullion Dealer of the Year - Award winner of FOUR years and cannot seem to source x3 bog standard sovereigns for his order in under x1 month.
3. Hubris laden replies are the order of the day should you dare to query your order status or means of doing business
i.e. references to "idiot proof" web site scripts & T&Cs, 80/20 rules saying as a business you prefer higher spender clients who don't moan and complain
4. The order may still take up to a year or more to fulfil 3 bullions sovereigns
DOES IT RESOLVE THE ORIGNAL GUYS ISSUE ? nope
I write as a business owner myself of many years, bricks motar/online & ebay so whilst these stats are from the USA primarily, i will take on board all research & chances to improve my own business any way i can, so would highlight you to the following
Price is not the main reason for customer churn; it is actually due to the overall poor quality of customer service – Accenture global customer satisfaction report 2008.
A customer is 4 times more likely to defect to a competitor if the problem is service related than price or product related – Bain & Company.
The probability of selling to an existing customer is 60 – 70%. The probability of selling to a new prospect is 5-20% – Marketing Metrics.
For every customer complaint there are 26 other unhappy customers who have remained silent –Lee Resource.
A 2% increase in customer retention has the same effect as decreasing costs by 10% – Leading on the Edge of Chaos, Emmet Murphy & Mark Murphy.
96% of unhappy customers don’t complain, 91% of those will simply leave and never come back – 1st Financial Training services.
A dissatisfied customer will tell between 9-15 people about their experience. Around 13% of dissatisfied customers tell more than 20 people. – White House Office of Consumer Affairs.
Happy customers who get their issue resolved tell about 4-6 people about their experience. – White House Office of Consumer Affair.
70% of buying experiences are based on how the customer feels they are being treated – McKinsey.
55% of customers would pay extra to guarantee a better service – Defaqto research.
It takes 12 positive experiences to make up for one unresolved negative experience – “Understanding Customers” by Ruby Newell-Legner.
A 5% reduction in the customer defection rate can increase profits by 5 – 95% – Bain & Company.
It costs 6 – 7 times more to acquire a new customer than retain an existing one – Bain & Company.
So whilst this could have been resolved way back on 1st pages, If i this had been my own business my reply would have been along the lines of :
"Thanks for bring this to my attention, whilst we have supply chain issues sourcing stock for your order currently, let's put things right straight away, i will deal with this matter personally tomorrow & speak with the my head of dept and see your order goes out.
Do you have any preference to sovereign type or year (i.e. year of child birth or year you were married maybe) to make this negative experience good again, I will try to accommodate it if I can. If I cant source your choices i will make sure they are "brand new" sovereign that go out to you, so they'll be free from any defect/wear. I'm sure we can turn your frown upside down together? " Look forward to hearing back from you, Yours cordially Chards etc etc
What might have ended up costing you a few pounds on a deal or lost profit, what does this say in terms of service if you have this guy as a client for life ? What does it say to wider audience who see what you did when yo go over and above to resolve and WOW a client ?
How would this have thread read instead to the "general reading internet audience" that is now approaching nearly 4,000+ views around the world and etched into internet stone & server caches forever for more to see in years to come for others to read
The time it took you to pen all your eloquent and reasoned replies in these threads, would have taken you less time to just resolve the guys query & order, or simply refund his cash in the name of fire containment
Personally, i have dealt with Chards before, the service has been perfectly fine and without complaint but i speaking truthfully I don't feel I would have full 100% confidence you actually have the items in stock when i order, with this attitude of happily taking cash and then sourcing things to order.
It may not be the case but this is how i feel. Probably others will think this but not choose to post it or let you know., They like me, will just spend their cash with a competitor
Again, this is not a dig or a jibe but just free client feedback, from a permanent ex-customer