Comments on: Even Great Companies Like Costco Don’t Maximize Their Customer Touch – Shame On Them http://websitesuccessdoctor.com/blog/even-great-companies-like-costco-don%e2%80%99t-maximize-their-customer-touch-%e2%80%93-shame-on-them/ Paul Gram - Business & Marketing Strategist Blog Sun, 14 Feb 2010 23:58:51 -0600 http://wordpress.org/?v=2.8.6 hourly 1 By: Brian http://websitesuccessdoctor.com/blog/even-great-companies-like-costco-don%e2%80%99t-maximize-their-customer-touch-%e2%80%93-shame-on-them/comment-page-1/#comment-3723 Brian Sun, 14 Feb 2010 23:58:51 +0000 http://websitesuccessdoctor.com/blog/?p=56#comment-3723 I had a bad experience with Costco that will top all others. As a long time Costco member and one that spent at least $4000.00 a year there I was stunned when Costco let me go as a customer by revoking my membership and refunding my yearly fee. One day I was in line checking out and the two employees that were waiting on me ( a cashier and a box person ) were having a big conversation in Spanish and acted like I wasn't even there. After stewing about it for a while I called the Manager of the store and complained. He was very apologetic and assured me it would never happen again. So I was happy and to honest ever since then I stayed away from Hispanic looking cashiers as I enjoyed shopping there and didn't want to get pissed off again. Ironically about four months later the same thing happened to me again and when I called the main office in Washington they told me that the store Manager would contact me. Well, he contacted me alright by sending me a letter telling me my membership was cancelled and here is my $50.00 back. This does not seem like a store that wants to keep customers. so I joined Sam's Club. I go there all the time and I never have come close to having the rude attitude I get from costco employees. I had a bad experience with Costco that will top all others. As a long time Costco member and one that spent at least $4000.00 a year there I was stunned when Costco let me go as a customer by revoking my membership and refunding my yearly fee. One day I was in line checking out and the two employees that were waiting on me ( a cashier and a box person ) were having a big conversation in Spanish and acted like I wasn’t even there. After stewing about it for a while I called the Manager of the store and complained. He was very apologetic and assured me it would never happen again. So I was happy and to honest ever since then I stayed away from Hispanic looking cashiers as I enjoyed shopping there and didn’t want to get pissed off again. Ironically about four months later the same thing happened to me again and when I called the main office in Washington they told me that the store Manager would contact me. Well, he contacted me alright by sending me a letter telling me my membership was cancelled and here is my $50.00 back. This does not seem like a store that wants to keep customers. so I joined Sam’s Club. I go there all the time and I never have come close to having the rude attitude I get from costco employees.

]]> By: Kris Hoots http://websitesuccessdoctor.com/blog/even-great-companies-like-costco-don%e2%80%99t-maximize-their-customer-touch-%e2%80%93-shame-on-them/comment-page-1/#comment-3697 Kris Hoots Wed, 28 Jan 2009 18:47:43 +0000 http://websitesuccessdoctor.com/blog/?p=56#comment-3697 Hi Paul! Thanks for finding us on Twitter, too. Ironically our blog post from last night hits on this very issue -- just say thanks. It's simple, it's free and it build relationships. And it will no question, over time, increase income. Amazing how many customers or clients (or in our industry -- donors) are lost because we forget to be thankful. (Here's a link to our post just in case you want to check it out: http://tinyurl.com/bbulm5) -Kris Hi Paul!
Thanks for finding us on Twitter, too. Ironically our blog post from last night hits on this very issue — just say thanks. It’s simple, it’s free and it build relationships. And it will no question, over time, increase income. Amazing how many customers or clients (or in our industry — donors) are lost because we forget to be thankful. (Here’s a link to our post just in case you want to check it out: http://tinyurl.com/bbulm5)
-Kris

]]> By: HiHeidi http://websitesuccessdoctor.com/blog/even-great-companies-like-costco-don%e2%80%99t-maximize-their-customer-touch-%e2%80%93-shame-on-them/comment-page-1/#comment-3690 HiHeidi Sun, 18 Jan 2009 03:12:20 +0000 http://websitesuccessdoctor.com/blog/?p=56#comment-3690 I am a Costco lover and devoted customer. Usually the receipt checkers are friendly, but NOT ALWAYS! You absolutely pinned it! The exact thing happened to me a couple of times in the past month. I felt like I was carrying the whole load of courtesy. I think management is unaware of the problem. Heidi I am a Costco lover and devoted customer. Usually the receipt checkers are friendly, but NOT ALWAYS! You absolutely pinned it! The exact thing happened to me a couple of times in the past month. I felt like I was carrying the whole load of courtesy. I think management is unaware of the problem. Heidi

]]> By: Elliott http://websitesuccessdoctor.com/blog/even-great-companies-like-costco-don%e2%80%99t-maximize-their-customer-touch-%e2%80%93-shame-on-them/comment-page-1/#comment-3366 Elliott Thu, 15 Jan 2009 04:13:58 +0000 http://websitesuccessdoctor.com/blog/?p=56#comment-3366 Paul, thanks for finding me on Twitter. Just checked out your blog. I love it. You are right on about Costco. It's unbelievable to me how big companies can (but don't) execute very easy, very cheap (or free) changes to their operating plan and enjoy enormous improvements in brand equity/loyalty, sales, and/or profits. They NEED to do this. Because if they don't, as you say somebody else certainly will. Great post. I've added you to my reader. Look forward to more. Paul, thanks for finding me on Twitter. Just checked out your blog. I love it.

You are right on about Costco. It’s unbelievable to me how big companies can (but don’t) execute very easy, very cheap (or free) changes to their operating plan and enjoy enormous improvements in brand equity/loyalty, sales, and/or profits.

They NEED to do this. Because if they don’t, as you say somebody else certainly will.

Great post. I’ve added you to my reader. Look forward to more.

]]>