Discussing the growing marketing and trends of Social Commerce

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Social Commerce Authors: Tatsiana Levdikova, Liz McMillan, John Ryan, Maureen O'Gara, David M. Adler

Related Topics: Twitter on Ulitzer, Social Commerce

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Dear Fedex: I Just Want My Package to Make It to My House. On Time.

Why didn’t Fedex take responsibility for finding the package?

Important, vital package that had to be delivered on-time and absolutely, positively overnight. Guess what service I chose?

Leading Authorities — the terrific speakers bureau in Washington, DC, that I am honored to say books me frequently — was expediting a document to me. I needed delivery by Saturday morning, and it was coming FedEx.

I was in Las Vegas and heading to the airport, but my father-in-law was standing by, waiting for my package in Indianapolis. I checked the tracking number, saw it had been delivered, but was a little concerned. The driver had written it was left by the garage — and we have never had a package left in that location in any previous experience with FedEx.

So, I called my father-in-law, who searched everywhere — no package.

I called FedEx — “Look again,” they suggested. “It’s there.”

My father-in-law and stepson started looking through the snow all around the house. Perhaps, they thought, it had been left by the garage in an unprotected area and blown away.

I call FedEx again. Someone I was told was a dispatcher came on the line. She said the driver had already gone home, but she could help me find the package on Monday. (Or, maybe Tuesday, as Monday is a holiday.) That’s too late! I asked, “Could you contact the driver?” I was told it would do no good…the driver had delivered the package as directed. (Like it was MY fault my family could not find the package at our own house.)

Now, my retired father-in-law is upset — he feels as though it was his fault he didn’t see the FedEx truck. So, this very nice man, who suffers from emphysema, is out in the cold walking through the field next to our house searching for the package he is afraid has blown away.

I get a call from FedEx. Now, the dispatcher is back on the line and I can hear the driver talking in the background, demanding she delivered the package properly. I ask her to put the driver on the line — and the driver now insists to me that the mailbox at the house had the right number and she had made no mistake.

Then, she asked, “Your house is across the street from the new construction, right?”

To which I replied, “Uh…we are not very close to any new construction.”

“Yes, you are.” (Like I don’t know my own neighborhood!) She continues, “I put it by the side door, between the second and third garage doors on the right.”

I don’t have three garage doors, just two. And, there is no side door.

I ask, “Did you deliver to a white brick house?”

No, she replies, YOUR house is red brick. (Of course, I know what color my house is. Which comes as a shock, evidently, to the driver.)

You can see this coming from a mile away, right? She delivered the package to the WRONG house. My guess is that in her haste to get finished on a Saturday, she messed up the numbers.

Here’s my problem: EVERYBODY makes mistakes. I can easily understand — and forgive — an error. However, what NOBODY should do is argue with the customer and assume THEY are wrong — especially when it comes to telling them the appearance of their own house!

Here’s another issue: My father-in-law finally goes to the red brick house (seven doors down), knocks on the door, and he and the home’s owner get the package by the garage — too late for the reason I needed it the Saturday delivery.

But, why didn’t FedEx send someone out to help us look? Why didn’t they take responsibility for finding the package that Leading Authorities and me had entrusted to their care? (And, paid them to deliver as promised?)

My Twitter friend and author Moriah Jovan sent a link of another FedEx problem of a similar nature.

I have written positively in my books about FedEx. However, it is the people who make the difference in any organization — at every point of contact.

You can promise the “World on Time” — but if a senior citizen with lung problems is walking through the snow trying to correct your mistakes while you’re arguing with a customer about the appearance of their own home — then the promise is shallow.

You see, it’s not the “world” I really care about. As a customer…like every customer…I just want my package to make it to my house. On time.

And, it’s not too much to ask for it to be delivered by people who care.

Read the original blog entry...

More Stories By Scott McKain

Scott McKain is a business leader, bestselling author, and Hall of Fame professional speaker.
Scott's latest book, "The Collapse of Distinction: Stand Out and Move Up While Your Competition Fails" reached the #1 spot on Amazon.com list of Customer Service Bestsellers! He is the author of two #1 additional business bestsellers (Amazon.com & 800-CEO-READ): "What Customers REALLY Want" (currently available in trade paperback) and "ALL Business is Show Business."
He is the Co-founder and Principal of The Value Added Institute, a think-tank that examines the role of the customer experience in creating significant advances in the level of client loyalty, and has appeared on multiple occasions as a commentator and analyst on FOX News Channel. His platform presentations have run the gamut from the White House lawn with the President in the audience carried live on CNN and NBC's "Today" show...to a remote outpost near the Amazon...all 50 states, seven Canadian provinces...and from Singapore to Sweden...Mexico to Morocco.
An inductee into the Professional Speakers Hall of Fame, he is also a member of "Speakers Roundtable" -- an elite, invitation-only group of twenty of the world's top business speakers.

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