Even corner store dry cleaners in the USA use CRM systems to gather intelligence on their customers. But in Australia the attitude of retailers is totally the opposite.

For example last month I walked in Storage World at Northbridge in NSW where during the past few years my wife and I have spend litterally thousands buying storage gear for temporary accommodation while we built a new house. We also purchased wardrobe rack systems for the new house as well as things like tie and belt racks as well as kitchen and laundry storage gear.

&nbs p;

This is not some corner store mum and dad store. This is a chain of stores run nationally across Australia with the Northbridge store being owned by the Company that also franchises the Storage World brand. 

So when I walked in there some four weeks ago to buy some more clothing racks similar to ones that I had already purchased I discovered that they were out of stock and this is when I realised that this was a Company that had a major problem when it came to customer service.

After inquiring as to whether they could order stock in for me I was told "yes" not a problem and after giving the assistant both my name and that of my wife I was told it would only take a couple of days.

Four weeks later and after numerous calls to the shop I still don't have the goods but I do have a poor customer experience.

 On two occasions I was told it would only be a few days but on my fifth call some three weeks later I actually asked them to repeat the telephone number of either my wife or myself.

Page: [1] 2 3 | Next Page