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The Water Cooler
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Cabelas FAIL
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<blockquote data-quote="cscokd" data-source="post: 2081646" data-attributes="member: 5609"><p>My emphasis was on the customer service aspect of this transaction, a philosophy you are apparently unaware of. It's not about hand-holding but keeping your commitments to customers and informing them in a timely manner when things go wrong. The product was listed as back-orderable and I was given a 1 month lead-time which seemed reasonable at the time. My expectation was (and is) that Cabelas is a large enough retailer that they can view/manage/predict their pipeline better than the smaller retailers. They also have the ability to both recognize the status of their pipeline and to inform their customers of that status, using the same technology that they used to inform me after the fact. "Someone" knew at least 2 weeks ahead that they were not going to make those commitments.</p><p></p><p>All this talk about "being lucky they didn't cancel your order" as acceptable business practice would be a god-send to retail. They are typically crucified when this happens, with <a href="http://www.businessinsider.com/best-buy-cancels-orders-black-friday-cyber-monday-2011-12" target="_blank">Best Buy's Black Friday fiasco</a> in 2011 being one of the more visible events. As a technology consultant to the retail industry I can tell you that this is NOT acceptable business practice and most everyone is investing heavily in customer service as it is the biggest differentiator between retailers.</p></blockquote><p></p>
[QUOTE="cscokd, post: 2081646, member: 5609"] My emphasis was on the customer service aspect of this transaction, a philosophy you are apparently unaware of. It's not about hand-holding but keeping your commitments to customers and informing them in a timely manner when things go wrong. The product was listed as back-orderable and I was given a 1 month lead-time which seemed reasonable at the time. My expectation was (and is) that Cabelas is a large enough retailer that they can view/manage/predict their pipeline better than the smaller retailers. They also have the ability to both recognize the status of their pipeline and to inform their customers of that status, using the same technology that they used to inform me after the fact. "Someone" knew at least 2 weeks ahead that they were not going to make those commitments. All this talk about "being lucky they didn't cancel your order" as acceptable business practice would be a god-send to retail. They are typically crucified when this happens, with [URL="http://www.businessinsider.com/best-buy-cancels-orders-black-friday-cyber-monday-2011-12"]Best Buy's Black Friday fiasco[/URL] in 2011 being one of the more visible events. As a technology consultant to the retail industry I can tell you that this is NOT acceptable business practice and most everyone is investing heavily in customer service as it is the biggest differentiator between retailers. [/QUOTE]
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