Wednesday, December 30, 2009

Every interaction is with a potential customer

Today I had to schedule a pickup of a FedEx package (being paid for by Dell, as it was a return of a defective DVD drive). The FedEx automated system online as well as over the phone require you to have a FedEx account in order to schedule a pickup. By the time I was being transferred to speak to a live person, I had no idea if they even would pick up the package. When I spoke to the real live person, they were very helpful and scheduled the pickup without problems, but the whole experience left me with the impression that FedEx would not be a good choice for a shipping company. I don't make that decision now, but I may in the future, and FedEx might have lost a customer simply because they didn't care enough about interactions with people who are not current customers.

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