Image for Customer Experience PostThe customer was attempting to place an online order, which involved uploading a large file. When the file upload was complete, the customer expected some kind of response telling her, “Your materials have been received” and an expected date of delivery. But there was no response or message of any kind.  

She emailed customer support to ask if they had received the file, but the response was a boilerplate message saying, “We generally deliver within 7-10 business days after receiving your materials.” But that didn’t answer the question of whether they had received the file in the first place.  The uploading process was a tedious one; one she didn’t care to repeat if unnecessary. 

Eventually, she was able to speak with a customer service representative who—although not able to confirm that her file had been received—mentioned that quite a few people had made the same complaint regarding the status of their uploads.  The customer, understandably, responded to this comment with,  “So why don’t you fix it?”

We’ve all heard the saying, “If it ain’t broke…” But what if it is broken? 

You may learn—from customer comments, surveys, or mystery shoppers—that some part of your operation is confusing, frustrating, or simply doesn’t work. If so, then fix it. Why risk annoying—or worse, losing—customers over it?