Post Sales Support

Written by

Somewhere, I have read,

â€œBusiness is a lot like tennis-those who donâ€™t serve well, end up losing.â€?

I was reminded of this statement while reading Seth Godinâ€™s post. And itâ€™s a sad reality in India that the post sales support concept is still crawling. Once the sales are achieved and product or services are sold to you, you are doomed, if the product is not under warranty period.

Services industries are even worse. Once you have accepted their services and paid the membership feeâ€¦

One of my neighbors has taken up the membership package of a well known medical clinic. Thatâ€™s it. Unfortunately her daughter fell ill frequently. Once for two whole days, she tried getting in touch with them via phone but to no avail. She has their SIX landline numbers, but still she couldnâ€™t contact them. They wonâ€™t entertain anyone without appointment. Fair enough. But for appointment, one has to pick up a phone of at least one number out of six. Finally she went to their clinic and there they refuse to talk to her without appointment. Of course she thundered and gave them a piece of her mind.

They might think of them as very smart. But of course they wonâ€™t get my membership and I will keep my near and dear ones away from their clinic. And bad word of mouth publicity will keep their prospects away and give an edge to their competitors.

Comments

6 responses to “Post Sales Support”

12/1/2006

Sudipta Chatterjee

Well that may be your sweet little way of getting revenge… may be you could add to it by posting the name of that place here. The word spreads electronically, then 🙂
12/1/2006

Abhishek Upadhyay

Same is the case with banks,online share trading,Credit Cards and host of other products.
It would have been good if you would have given the name of Clinic so that other readers of your blog will also be careful.
12/2/2006

Alka

Sudipta and Abhishek, that was Dr. Batra’s clinic. We see their fancy ad on TV many times.
1/6/2007

Mike

just test
4/17/2007

Simran

Well, I was a member at Dr. Batra’s last year.And i must tell you the doctors over there are so confused that every doctor has different views about the same thing.They were confused why my hairfall was not stopping and till the end they jsut kept assuring me that it will stop but it never did. Infact my condition has worsened.I have wasted my money. I think they shud be stopped from showing those fake ads.
5/1/2007

Alka

Simran, thank you so much for pointing it out to us. I think more and more people will be saved from their treatment.