Are you familiar with Clinique and their line of skin care products? You find them in the department stores along with several competitor counters offering eternal life. Frankly, although a lot more expensive that the Suave brand at my local Drug Mart, I do like the Clinique products.
My mom just came to town for the summer and before leaving home had purchased the medium sized face cream bottle. She didn’t open the box before leaving home, she is a long time user and knows the product well. In fact, she left a half empty bottle with a pump on her dresser at home. But she wanted a new bottle to last the summer.
Yesterday she opened the box to discover the bottle didn’t have a pump. She loved the pump. It makes it easier to access the lotion. So she took off for the nearest mall and Clinique counter to purchase a pump. How hard could it be?
“Oh we don’t sell them,” the clerk told her. “It is funny, but we get a lot of requests for them but we don’t sell them.”
My mom said – well, I didn’t know the pump was an option.
“Oh sure – we tell people – you get the lotion for $23 but if you want it with a pump it is $24.50. You’d be surprised by how many complaints we get because people don’t know there are two kinds.”
A buck fifty difference.
Tons of complaints.
“Have you told your boss about the complaints?” my mom asked.
“Sure all the time but they don’t seem to care.”
Well, why would they, my mom wondered, when I am now forced to buy another bottle if I really want the pump. They have me for another $24.50. That sure isn’t very customer friendly, my mom said at dinner last night.
I wonder how many people just walk away disgusted – use up their existing bottle and change to a new brand?
How difficult would it be for Clinique to make extra pumps available? I am sure the associate is suppose to educate the customer but if they don’t – for the cost of $1.50 they are disappointing customers across the board.
Is there something in your product line or service line that disappoints your customers and potentially damages your brand? Why not make it right?
The best way to find out is ask your sales associates – what is your number one complaint? And see what it will take to fix it.