peaches&cream wrote:
I do not agree with you because:
We only see complaints from a very small number of posters. This means there are thousands of happy customers out there patronizing CW every week.
If you have the expierence you write about, you know there are a certain number of customers you will never make happy. If you spend all your time trying to make them happy, you will neglect your "good" customers.
Just observe any CW and you will find none are hurting for business. I don't think they will be closing doors anytime soon. The few complainers will drive off into the sunset, looking for someone else to bother and the "happy" customers will continue to visit the many CW stores and centers.
Comcast, Direct TV, Bank of America, these are just a few with the "worst" Customer Service, and they are not going under.
What people often confuse is "Busy" and profitable. They are not the same. In addition most of the CW stores I have been in were nearly empty of customers, a few were truly bustling. But what you dont see is how many are actually BUYING vs just leaving empty handed because the product was overpriced or not available or they just couldnt get helped.
While CW has undoubtedly many satisfied customers every good businessman knows that for every complaint that is actually "voiced" there are fifty or 100 more with THE SAME issue that never come forward. They just leave and dont go back.
Good companies WANT feedback, negative and positive. Great managers and CEO's know from experience that is the only way to judge what is really happening in the minds of customers.
Why else do you think almost every time you go shopping nowdays at almost any retail outlet on your receipt will be the chance to win something if you just go online and fill out their survey?
And while there are some companies whose reputations are bad and they still exist there are ten I can name for every one of those that has gone belly up, or had to restructure or gone into bankruptcy.
Look at what the CW stores face: HUGE monthly payments just in flooring interest alone for all those motorhomes plus their other variable overhead costs, Utilities, labor, insuranc etc etc...They MUST generate huge amounts of cashflow each month to sustain this. Unhappy customers do not generate cashflow.
Just pretending that everything is OK and everyone is happy is the surest way to see CW go bust. (they are well funded and just received a big chunk of money from a financial restructure that has provided them with the cash to open more outlets. This will be key to their eventual success IF they can manage to grow all their other systems to handle the increases and keep customers happy)
In CW's favor is this: The hump of the baby boomers are now starting to retire. The largest number of people leaving the workforce en masse in history. Generally they have a lot of money to spend and CW is poised to benefit from this. But they must be able to follow through with GREAT customer service at all levels consistently to keep the gains they will see.
