As a consumer, when does your opinion matter?

Although I am not usually a believer in the analogy that “The customer is always right”, I have wondered recently just when the customer matters at all.  I have had a couple of events occur of late that have made me question whether or not we have simply (as a society) given up on the notion of valuing customers and extending our appreciation and respect for their decision to buy from us.   I recall a time when, at the very least, the retailer used to at least give the impression that they valued your investment (up until the deal was signed).  But these days, it would seem that delivering the goods and appreciating the investment are lost art forms.

Let me share an example:

I have spent the past 8 weeks shopping around for a replacement vehicle as my lease  is expiring this fall.  As a result of the hours I spend behind the wheel, I decided this time to look for luxury seating as a high priority.  My husband and I have been test driving vehicles in the luxury category – Infiniti, Audi, Volvo, etc.  One would think that a luxury price tag would also come with luxury customer service, but one would be quite wrong in that assumption.

If the salesman showed any interest in us at all, that would have been a nice touch – most simply appeared bored.  We finally decided on our top 3 picks for vehicles, but have struggled to receive appreciation even at this level.  Most either won’t negotiate or only negotiate sparingly – apparently if you want luxury you must be willing to pay whatever they demand.  When we finally got the number we wanted, I had thought we were set.  We booked an appointment to complete all the paperwork this past Friday – the car is not on the lot yet, so paperwork is all that is required right now.  Today, I had to return as apparently appointments only mean an introduction – one still has to drive back in to do the financing.  Silly me, I thought that is why we made an appointment.  I can only imagine what my clients would think of me if I had them arrive on a specified date and time and took their contact information and demanded another meeting on another day.

So what does it take to be appreciated?  Why should the retailer or service provider value us?  In the example with the car purchase, this retailer is the only game in the area.  I suppose that allows them to dismiss your opinions and ignore the inconvenience and expense they are attributing to you as a result of their lousy organizational skills (ie. additional fuel expenses and time).   So if they mess it up, what should I expect?  Apathy?

All of this causes me to wonder…. what would you like to see from a provider in terms of service delivery.  When do you feel valued and appreciated for spending your hard earned dollars with someone?  Better yet, how would you like them to show their appreciation?

I can’t wait to hear your thoughts, experiences and forward thinking ideas!  Please post your thoughts to me on Facebook:  http://www.facebook.com/faith.wood1