The “Point of No Return” in After Sales
Why many companies recognize it too late – and what it really costs
Anyone working in After Sales or close to the customer knows this situation well: A customer calls because something has gone wrong and urgent support is needed. The typical initial reaction in many organizations- especially outside the After Sales function- is predictable: “The customer is at fault.”
This reaction serves two purposes at the same time: It protects the company – and it avoids work. Because taking a customer issue seriously means investigating, asking questions, checking data, involving interfaces and departments.
In short: working like Sherlock Holmes and putting one’s own current tasks on hold. Yet the most important question is often not asked at all: Why is the customer calling in the first place?
In times of limited resources, customers do not complain without reason. There is almost
always a real issue behind the call.
