Thursday, March 4, 2010

Service failure

Every time when I come back home from school, there is a desperate ad attached on my front door.

This is the ad from my apartment asking for a contract renewal.

However, I am waiting for this contract to be over.

Due to the bad management, the apartment is suffering from a low rate of contract renewals.

For example, the manager never fixed the washing machine on time when it broke-down and cleaned the dirty main lobby carpet.

Residents were complaining about this issue all the time, but there was no instant response. Residents used their social networking such as Facebook, Twitter, and instant messengers to tell their friends, families, and other people how bad service this apartment is providing. The apartment was blamed for its service failure and this became the level that they cannot recover.

In order to recover their image, the apartment managers attached candies in front of every door, opened a Barbeque party, and started to check the washing machine regularly.

However, it seems that it is too late for the service recovery. The managers failed to deal with a small problem before it became a larger one. Now this big problem is choking the company’s profit to its downward spiral.

It is always important to figure out service problem first, and try to communicate in order to meet the customers’ expectations.
“People who get good services tell like 2-3 people, but people who get bad services tell 11 people” (1).

(1)source from “Wal-Mart complaints”

Jungmin Park (Mina), Section E

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