FedEx: Absolutely, Positively, Nothing

Usually FedEx does better. This time they really messed up. I needed to receive a package by Friday for my speech in New York on Monday. It was GOT BOUNCE? buttons that I hand out before I speak. Delivery never came on Friday. I called on Saturday morning and they did not know why the package was not delivered but I could pick it up at their depot. I drove 30 minutes to FedEx depot. They told me the package was locked inside the truck and they did not have the keys. Ugh! I realize that mistakes happen but what irks be about the situation is that the people I talked to were not apologetic to what happened. They did not sympathize with me on the importance of the package. They did not promise a refund for their poor service (only that I should take it up with customer service on the web and apply for a refund.) In the end, they simply did not care. I did not feel like a customer to them just another problem.

For “Crazy Customer Service”, we need to have pride in what we do. We need to try to keep the commitments our business makes…and when we fail, which we will sometimes, we need to be empathetic to the customers plight and promise to work toward a resolution.