The Frustration of Being Passed Around
Have you ever paid good money for a service, only to feel like no one wants to take responsibility? That sinking feeling when you reach out for an update and get a response that basically says, "Not my problem"?
That was my experience recently with a company that installed my new window coverings. They were tailored, which means they were meant to fit perfectly, and I had every reason to expect a smooth process. But when I followed up, here’s what I got:
"Thanks for your email, I do not have anything to do with installations as these are all planned through our Melbourne team directly with the fitter, I will send an email now requesting an update and they should get back to you directly."
No ownership. No reassurance. Just a pass-off.
Here Is Why This Response Is a Problem
No Ownership – Clients don’t care about internal processes. If we contact you, we expect you to help, not push us onto someone else. This response gives the impression that no one actually cares.
Lack of Empathy – The email doesn’t acknowledge my frustration. It’s short, dismissive, and purely transactional. A simple, “I understand how important this is for you” would have gone a long way.
No Clear Next Steps – "I will send an email" isn’t enough. When? To whom? What happens if I don’t hear back? Clients need certainty, not vague promises.
No Apology or Reassurance – Things go wrong, and that’s okay. But acknowledging the inconvenience and offering a clear solution builds trust. This email does neither.
How to Get It Right
Here’s how you can turn a negative situation into a moment of trust and loyalty:
Take Ownership – Even if you’re not the one who handles it, own the problem. Say, "I will personally follow up and ensure you get an update today."
Show Empathy – Acknowledge the client’s frustration. "I completely understand that waiting on an update is frustrating, especially for a custom order. Let me help."
Give Clear Next Steps – Tell the client exactly what will happen. "I’ll call the Melbourne team now and confirm the next steps. If you don’t hear from them by 3 PM, I will follow up again and let you know."
Apologise and Reassure – A simple “I’m sorry for the delay” makes a huge difference. Customers don’t expect perfection, but they do expect care.
At the end of the day, great customer experience is about making people feel heard and valued. A little effort goes a long way. If businesses don’t fix their responses, they won’t just lose one sale – they’ll lose trust, referrals, and repeat business.
Let’s do better.
How to Get It Right
Here’s how businesses can turn a negative situation into a moment of trust and loyalty:
✅ Take Ownership – Even if you’re not the one who handles it, own the problem. Say, "I will personally follow up and ensure you get an update today."
✅ Show Empathy – Acknowledge the customer’s frustration. "I completely understand that waiting on an update is frustrating, especially for a custom order. Let me help."
✅ Give Clear Next Steps – Tell the customer exactly what will happen. "I’ll call the Melbourne team now and confirm the next steps. If you don’t hear from them by 3 PM, I will follow up again and let you know."
✅ Apologise and Reassure – A simple “I’m sorry for the delay” makes a huge difference. Customers don’t expect perfection, but they do expect care.
At the end of the day, great customer experience is about making people feel heard and valued. A little effort goes a long way. If businesses don’t fix their responses, they won’t just lose one sale – they’ll lose trust, referrals, and repeat business.
Let’s do better.
What do you think?
Have you ever received a response like this? Drop a comment and share your thoughts! If you found this helpful, share it with someone who needs a reminder about the power of great client experience.
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