EyeBuyDirect Troubles; a guess.
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bhyde
Dec 12, 2009, 9:14:27 PM12/12/09
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Let me take a guess at what's going on with EyeBuyDirect.
Step 1. They have a big sale, attracts a lot of orders.
Step 2. Big sale is a tremendous success, huge backlog results.
Step 3. [Optional: quality suffers as they rush to fill backlog]
Step 4. Orders are delayed, customers grow testy.
Step 5. Customers receive their orders, huge rush of customer service
calls results.
Step 6. Customer service quality gets really backed up
Generally I suspect that all one can do is be patient and a bit
sympathetic.
Step 5 doesn't require Step 3, but it would make it worse.
It is very hard to scale up customer service in a situation like that.
Step 1. They have a big sale, attracts a lot of orders.
Step 2. Big sale is a tremendous success, huge backlog results.
Step 3. [Optional: quality suffers as they rush to fill backlog]
Step 4. Orders are delayed, customers grow testy.
Step 5. Customers receive their orders, huge rush of customer service
calls results.
Step 6. Customer service quality gets really backed up
Generally I suspect that all one can do is be patient and a bit
sympathetic.
Step 5 doesn't require Step 3, but it would make it worse.
It is very hard to scale up customer service in a situation like that.
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