After several weeks away, we came home to the wonderful surprise of our Samsung washing machine being dead.
Mid-cycle the beeping begins — and this beep is worse than the seatbelt warning.
Door locked.
Clothes soaking.
Water trapped.
Mini flood on the kitchen floor once I force the drain open.
Then the prize at the end of the circus…
EC.
The infamous code.
So I call Samsung late Wednesday night.
“Washer’s down. How soon can you send someone?”
Friday.
“No earlier?”
“No.”
“At least Friday morning?”
“Yes. 9–12.”
Great. Annoying… but manageable. We’d survive till the weekend.
Then Thursday afternoon…
Text message.
Appointment cancelled.
Why?
“Sorry. Wrong service centre booked you. They don’t cover your area. We’ve rebooked you for Monday.”
Monday?
I explain the problem.
Their error.
Our situation.
Wet clothes.
No washer.
Their response?
“We can do Monday.”
So I cancel them.
Called someone else.
He arrived in an hour.
Took the machine.
Fixed it.
This morning Samsung sends me a survey:
How well did our service centre serve you? (1–10)
Would you recommend us?
I answered 1 and NO.
The washer is fixed.
But Samsung just lost a customer for life on home appliances.
Next machine will be Bosch or Miele.
Samsung gets TVs and phones only.
What do you think is the lesson here for you and your business?
And no it’s not the obvious provide good customer service.
It’s deeper than that.
Write me and let me know what you think.
Whoever has the best answer will automatically get enrolled in the first cohort when I launch Love Your Business again.
Otherwise if you prefer to just sign up then:
Click this link to get priority notice when I announced its release to the public.
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P.S. I’m not the “systems,” “finance,” or “fix your processes” guy.
I help you fall in love with your business again—Because it finally gives you the life you want today
While setting you up to exit on your terms tomorrow.
Join my list for blunt insights and practical strategies to build the business you need for the life you desire