The Effect of Poor Customer Service: Good-bye A couple months ago, I received a new credit card in the mail. I forgot to update my card information with Definition Fitness of Elora and continued to train at this establishment. Once I realized my oversight, I updated my card information immediately. Two weeks ago, I noticed an additional charge added by Definition Fitness to my credit card–a $50 late fee, which had gone unmentioned when I changed my card information. I phoned the gym, and a few days later, received a call back from the proprietor. As a longtime, loyal customer with no previous account issues, I asked the owner if the fee could be forgiven, to which she replied flatly, the charge stands. When I questioned her decision, she added that she was more than willing to terminate my membership. I was speechless, stunned that the slight monetary gain of a late charge would be valued over years of patronage, the revenue of future dues and business growth that stems from endorsements to other community members. Poor customer service is rampant, and many shrug it off. As a consumer however, I find it intolerable. We are the customers. Our hard-earned money maintains businesses. We, the consumers, can say “NO” to customer service that neglects the qualities inherent in proper business interactions–respect, understanding and good will. Businesses serve their communities little when they take their customers for granted. In fact, they are bound to lose them. Randal Mainland Fergus, Ontario
Randal Mainland