There’s a company I do business with – for now anyway – that has a very expensive product. It’s an excellent product and it’s a case where the importance of high quality definitely beats low price. I’m happy to pay it.
The only challenge I have with them is that they are very slow to process and ship the product. Several times this has messed me up, even when I ordered well in advance just to ensure that didn’t happen. But, it did anyway.
They are very nice people; I think it’s just something within their system. I suspect (but absolutely do not know this for certain) that they probably only ship on certain days in order to save money or time. In other words, they do what they perceive is in their best interest; not mine.
Now, if this is the case, I wouldn’t even mind and could work around it if they clued me in and let me know. Regardless of whatever their issue with shipping and timeliness are, they have made their problem, my (the customer’s) problem.
For now, because they have the best product and I have not been able to find a replacement that matches their quality, I’m still doing business with them. Once I find it, I’m switching. No, not because of price, but because they have consistently disappointed me with their service and lack of communication.
If this is happening with me, can we assume it is happening with many of their other customers? Most likely.
So, here’s the point: If enough other customers are looking to switch – and eventually do – the company will either go out of business or at least see significantly decreased market-share.
The question is, “will they know why?” Will they know that it’s because they did not deliver in a way appropriate to keeping their customers satisfied?
Or, will they complain how you just can’t sell a premium-priced product in “this economy?”
Somehow, I suspect it’s the latter…and that’s a shame.