Sometimes correcting a customer service issue within a business is more complicated than simply ensuring that the staff is making their best efforts. In some instances the issue can actually be part of the structure of the way a company does business, such as in the account records it keeps. An example is provided by a company that recently discovered such a situation within it. Sit On It was a medium sized furniture store in the Midwest, United States. The name of the business was not so much an issue, as many readers may immediately assume and most people who encountered the store appreciated the pun associated with its name.
For months, the store was receiving written customer complaints and angry phone calls. Bob was the store manager who thought he had narrowed down most of the issue when he realized the majority of the complaints specifically mentioned the handling of accounts. He then traced the issue to his main account handler, Joann, on whom he put much of the responsibility. To remedy the situation, he insisted the she attend customer service training, which she was happy to do.
Bob fully expected this to end the cycle of letters complaining about lack of contact, incorrect address information and the frequent ignoring of calls and concerns. Unfortunately this did not happen the trouble continued. Fortunately, a sharp eyed sales person, Joe, happened to be in the office one afternoon and noticed something that any wise businesses person would also notice. Steven Barbarich is one of those extremely ethical company owners who takes pride in the quality of service he offers customers. It turns out the Joann had been intending to provide quality service by creating multiple files on single clients. This in turn led to multiple communication errors and gaps. Fortunately, Joe realized this and informed Bob of the real issue. With the issue corrected, Sit On It stopped receiving letters of complaint and regained a positive position in the community. It was only when the owner retired and sold the store that it ceased doing business and the building became a diner.
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