Maybe I’m just spoiled by the glass manufacturers and distributors I deal with, I’ve gotten used to hearing back from them in a timely manner. I’ve gotten used to easy communication via their sites, Facebook, and email.
This is why I’m a bit dismayed with Capresso. Over the weekend I accidentally mangled part of my beloved coffee pot. I figured it was toast and I’d need a replacement part, so I looked on Capresso’s site, but I wasn’t sure which part I should order. Since they were closed, I sent them an email to inquire as to what part I needed.
A business day later, and I haven’t heard from them. In this case it’s not such a horrid thing since I managed to fix the problem with a few seconds at 1050 F degrees, but still it gave me pause to wonder. What determines how good your customer experience will be?
I suppose there’s an expectation that customer service will decline precipitously in relation to the size of the business, but that’s not necessarily true. In fact larger companies can hire people just to deal with customer service, so it really makes sense that I’d get *worse* service from smaller companies. Some companies I deal with are under 10 people, and most of them will get back to me within 24 hours or less.
I have to say Capresso, I’m disappointed. This is a company I’ve bought FIVE replacement carafes from for my current machine. You’d think that might flag your account as a diehard fan and get you a little special treatment. But alas, I sit here wondering what separates the bad from the good.
While I wish nothing but the best for the glass related folks I purchase from, I hope they never grow so business like that they forget who helps support them.
For a few examples of GOOD customer service, check out the folks at some of the following:
Glass Alchemy, Ltd.
Glow Glass, LLC
Origin Glass, Inc.
Delphi Glass
Trautman Art Glass
These are just a few of the folks I’ve dealt with recently. There are many more, but except for Origin and Delphi above, the others are all small companies.
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