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Can you hear me now?

Do you ever run into a vendor who doesn't listen to you? I find this happens a lot more frequently than I would expect.

Today I am struggling with an online vendor who made a mistake on my order. They got most of the order correct, but one item came in the wrong size. I shipped it back to them and requested a replacement. Unfortunately, they sent the wrong size back to me. The packing list shows the correct size. Apparently, something is in the wrong bin in the shipping department.

Before I shipped it back again, I decided to contact them to explain the problem. I figured that would tell me whether or not this was going to happen again. So, I sent an email and explained the situation. I asked if they could assure me that this would not happen a third time.

The response I received was that my replacement item was shipped a few days ago and that I should receive it in the next few weeks. Huh? I guess that answers my question. They aren't paying attention, and they are unlikely to start.

It is a good reminder that at a minimum, our customers expect us to listen to them. It doesn't matter if you are a retail firm or a software developer - customers and users need to be heard.

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What the critics are saying...

From my experience with Avonelle, she can be relied on to deliver whatever she promises--always on time and for the quoted cost. She'll ask the right questions to make sure that what she delivers truly meets the business need. Her expertise has been invaluable. All that at a very reasonable rate!

Kim Merriman, Operations Manager @ HousingLink