It was Ice Cream Day yesterday. Here’s a blog post at Myle Enterprise which has a sorbet recipe. It’s so simple you can make it on your own. No need machine except the freezer.
On another note, I dealt with a few ice cream brands for the blog post. I am very disappointed with their internal handling of correspondences. These are what daily consumers who just go to the shop to buy their products wouldn’t know and they just know the part on whether the shop’s service is good or not. They don’t deal with the company behind their daily business of selling ice creams. There is more beyond that and if you look further, there are the management team and other teams representing the brand itself.
There was an ice cream brand that I was a fan of since young and preferred to have their ice cream as compared to other brands. However, through my recent dealing with them, I am disappointed with how such a big company like that couldn’t even decently reply an e-mail. One of their staff at their shop even showed me the e-mail he sent to the management where there wasn’t even a decent reply to their own staff even after many days. You might think that replies can take longer than many days but when there is a dateline to meet with a celebration coming up on a certain date, some decisions need to be made before that date. If there isn’t urgency, then the replies can be slower but if you can have the capability to make a decision fast, then why not. In this case, the staff I dealt with was polite and did his part based on the e-mail proof he sent me, though I can’t say if he really did follow up as he said he did as there was no proof. I don’t blame him for his management’s poor communication skills but it is the management that was terrible.
If it’s just an e-mail to inform something without needing a reply, then fair enough, no reply is needed. Then there are those that don’t need reply and yet people still reply. Then there are those e-mails that need a reply and decision to be made but then those people so pathetically cannot reply. In business, decisions need to be made and sometimes, though not everytime, at a fast pace. If they can’t make a decision, this shows the company and business can’t even have proper decision making ability. This brand just lost a fan.
Recently I also encountered a problem with my purchase at a relatively well-known supermarket where they overcharged me for an item which they stated the wrong price at the display rack. They had very poor customer service skills at their front-line staff level where the customer service staff doesn’t listen to their customer and can raise their voice plus their staff made a mistake with the pricing in their system. Their management level was efficient in dealing with the problems though and rectified the problem with good customer service added with extra care. This, I can accept and they haven’t lost me as a long term customer. Not only do I always shop at their place, I’m also a card member of their company. They have to do something with their staff and the image they have given me during my recent few visits weren’t too good as their staff were rude. Not all but some.
I’m not a super fussy customer but I like good customer service and businesses/companies that can have decent overall management skills. Big and well-known companies are expected to have good customer service with good management image shown. Not saying that small businesses don’t need to and they should as well but new small-scale businesses that are growing usually have teething problems.
Small businesses should be able to control their staff better to have proper customer service skills due to their size. I run my registered business on my own and only use freelancers/hire a team when my customers have budget. I have encountered terrible staff that do not to their job well, which I have ensured that I let them know to do their job properly on what they need to deliver before the job begins. So, I now eliminate the possibilities of this happening and use computer as much as I can instead of manpower. If there is any need for manpower, then I prefer to leave it to other people, vendors or suppliers which I deal with as a business to handle their own staff, so if they make a mistake, they will be penalized. This is my own solution to my business. I learn from my past mistakes and make my own business better.
Big companies have no excuse to have poor customer service staff and non-working system that charges their customers wrong pricing. They have the budget to train their staff and hire people with proper skills to deliver what their company needs. Unless these big companies pay peanuts… not surprising as I know some companies are like that. So they get terrible staff. As a business person, I prefer to deal with companies that don’t pay peanuts and have polite staff with proper working management systems. It shows they have good image. In return, if I am coming in as their vendor, supplier or service personnel, business wise I will ensure that I deliver good service to them and their customer. It’s mutual. At the end of the day, we want to ensure that the objective we are working together towards are met and achieved, as we are different businesses involved in this objective and with as good a business relationship with each other as possible.