There was this computer hardware store that I loved. They offered good products at reasonable prices, assembly services and guarantees that made sense.
Not to say that things went flawlessly. The carriers they worked with weren’t always the most professional. But customer support always solved issues to the best of their abilities.
You don’t always need to be able to solve the problem to make the customer happy. Sometimes it’s enough to be polite, to be attentive, to show beyond the shadow of a doubt that you did all that you could do (as far as it’s true, of course). The service need not be the same thing as a result.
Last week I emailed that shop I loved to ask about the estimated delivery time for a product. This happened on Saturday, during office hours. On Monday there was still no answer. I called. There was no one to answer. Wednesday. The same thing.
On Saturday, exactly a week later, the answer comes, with an apology but no justification. They let me know the estimated delivery time, as I had asked.
Am I to trust this estimate, as given by someone who takes a week to reply to a work email?
Trust is a fragile good. Hande with care.