Comments on: CUSTOMER FOCUS? THREE STRIKES ISN’T JUST AN OUT IN BASEBALL http://www.salesproductivityinsider.com/customer-focus-three-strikes-isnt-just-an-out-in-baseball/ Building Performance Profits and People Thu, 24 Jun 2010 17:12:35 -0500 http://wordpress.org/?v=2.8.2 hourly 1 By: salestraining http://www.salesproductivityinsider.com/customer-focus-three-strikes-isnt-just-an-out-in-baseball/comment-page-1/#comment-12 salestraining Tue, 14 Oct 2008 16:14:00 +0000 http://wiifteffect.wordpress.com/2008/10/10/customer-focus-three-strikes-isnt-just-an-out-in-baseball/#comment-12 In today's market place there generally is more than one company selling the same item. Lucky for Steinhafels they were the only company with your product, so an unhappy customer will go through hoops to acquire it. Now you have are part of the statistic... one unsatisfied customer will tell at least 13 more... with the blog you have told hundreds. Those living in your local area may not place Steinhafels as their first stop when going to purchase furniture - unless they are more compelled to seek a quality sales person, Julie K. with their insider info on the phone system. As everyone else has said... this company has no idea how much sales they have lost over the years because of this. WOW.. such an easy fix to be ignored. Shame on them... and the values they are not placing on the people that are keeping them in business. In today’s market place there generally is more than one company selling the same item. Lucky for Steinhafels they were the only company with your product, so an unhappy customer will go through hoops to acquire it. Now you have are part of the statistic… one unsatisfied customer will tell at least 13 more… with the blog you have told hundreds. Those living in your local area may not place Steinhafels as their first stop when going to purchase furniture – unless they are more compelled to seek a quality sales person, Julie K. with their insider info on the phone system. As everyone else has said… this company has no idea how much sales they have lost over the years because of this. WOW.. such an easy fix to be ignored. Shame on them… and the values they are not placing on the people that are keeping them in business.

]]> By: Anonymous http://www.salesproductivityinsider.com/customer-focus-three-strikes-isnt-just-an-out-in-baseball/comment-page-1/#comment-11 Anonymous Mon, 13 Oct 2008 00:26:00 +0000 http://wiifteffect.wordpress.com/2008/10/10/customer-focus-three-strikes-isnt-just-an-out-in-baseball/#comment-11 Steinhafels needs to listen to their employees as well as their customers.<br/><br/>The staff already knew the phone system was a problem and unfortunately accepted that it didn't work. (What message is that sending??) <br/><br/>Steinhafel's is lucky that you were a persistent customer who took the time to call back. AND that you're taking the time to let them know they have a problem that can be fixed.<br/><br/>Let's see if they value your insights. Steinhafels needs to listen to their employees as well as their customers.

The staff already knew the phone system was a problem and unfortunately accepted that it didn’t work. (What message is that sending??)

Steinhafel’s is lucky that you were a persistent customer who took the time to call back. AND that you’re taking the time to let them know they have a problem that can be fixed.

Let’s see if they value your insights.

]]> By: Anonymous http://www.salesproductivityinsider.com/customer-focus-three-strikes-isnt-just-an-out-in-baseball/comment-page-1/#comment-10 Anonymous Fri, 10 Oct 2008 17:07:00 +0000 http://wiifteffect.wordpress.com/2008/10/10/customer-focus-three-strikes-isnt-just-an-out-in-baseball/#comment-10 Nancy (this is from Maggi Franks),<br/>I had "empathy pains" of frustration and irritation from reading about your experience. Having been in sales for over 12 years now, I realize that what truly differentiates organizations is customer service. What Steinhafels needs to understand is that the phone system is more than technology. It is their customer service system. The President should thank his lucky stars that you took the time to give specific feedback about a problem that can be fixed. Most people would not have been as persistent as you. I hope you get a response from the company as well as a fabulous, teenager-proof sofa! Nancy (this is from Maggi Franks),
I had “empathy pains” of frustration and irritation from reading about your experience. Having been in sales for over 12 years now, I realize that what truly differentiates organizations is customer service. What Steinhafels needs to understand is that the phone system is more than technology. It is their customer service system. The President should thank his lucky stars that you took the time to give specific feedback about a problem that can be fixed. Most people would not have been as persistent as you. I hope you get a response from the company as well as a fabulous, teenager-proof sofa!

]]> By: Kara Whittow http://www.salesproductivityinsider.com/customer-focus-three-strikes-isnt-just-an-out-in-baseball/comment-page-1/#comment-9 Kara Whittow Fri, 10 Oct 2008 12:59:00 +0000 http://wiifteffect.wordpress.com/2008/10/10/customer-focus-three-strikes-isnt-just-an-out-in-baseball/#comment-9 I too wonder if the use of technology has gone too far in some cases -- this is a prime example. Yet it is also one that is not uncommon these days. I recently had a similar experience when I tried to reach my own department! Working through the phone queue was difficult for me when I knew what I wanted. I can only imagine how impossible it would have been for someone who was unfamiliar with it. In the end -- are sales really being lost in the name of efficiency? Steinhafels should indeed take notice and use this as an opportunity to improve. I too wonder if the use of technology has gone too far in some cases — this is a prime example. Yet it is also one that is not uncommon these days. I recently had a similar experience when I tried to reach my own department! Working through the phone queue was difficult for me when I knew what I wanted. I can only imagine how impossible it would have been for someone who was unfamiliar with it. In the end — are sales really being lost in the name of efficiency? Steinhafels should indeed take notice and use this as an opportunity to improve.

]]> By: Anonymous http://www.salesproductivityinsider.com/customer-focus-three-strikes-isnt-just-an-out-in-baseball/comment-page-1/#comment-8 Anonymous Fri, 10 Oct 2008 12:29:00 +0000 http://wiifteffect.wordpress.com/2008/10/10/customer-focus-three-strikes-isnt-just-an-out-in-baseball/#comment-8 Nancy, As a salesperson, reliant on sales, if I knew that there was a phone issue I think I would give out my personal cell number. Makes you wonder how many sales this wonderful sales lady lost because of situations like this. It also makes you wonder how many times management spoke to their team about higher sales targets and then had them working with this huge obstacle. Who is the victim here, the customer or the salesperson? Help your people out Steinhafels...FIX THE PHONE SYSTEM!! Nancy, As a salesperson, reliant on sales, if I knew that there was a phone issue I think I would give out my personal cell number. Makes you wonder how many sales this wonderful sales lady lost because of situations like this. It also makes you wonder how many times management spoke to their team about higher sales targets and then had them working with this huge obstacle. Who is the victim here, the customer or the salesperson? Help your people out Steinhafels…FIX THE PHONE SYSTEM!!

]]> By: Melissa Blair http://www.salesproductivityinsider.com/customer-focus-three-strikes-isnt-just-an-out-in-baseball/comment-page-1/#comment-7 Melissa Blair Fri, 10 Oct 2008 12:12:00 +0000 http://wiifteffect.wordpress.com/2008/10/10/customer-focus-three-strikes-isnt-just-an-out-in-baseball/#comment-7 I understand your frustration. Scenerios like this are all too common today. The effective use of technology can help us automate simple tasks which saves time and money. Yours is an example of technology gone bad. Hopefully those in charge at Steinhafels will listen. If you're that one person speaks out, how many have just decided to never go back? I understand your frustration. Scenerios like this are all too common today. The effective use of technology can help us automate simple tasks which saves time and money. Yours is an example of technology gone bad. Hopefully those in charge at Steinhafels will listen. If you’re that one person speaks out, how many have just decided to never go back?

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