The Customer Service Gap in Dog Sports

By Sandy Weaver

Maybe you’ve had an experience like this: I recently walked into a brokerage firm, asking for help with a transaction. I didn’t have an account and wanted to open one in order to sell some stock I hold in certificate form. The receptionist went to talk with a man in a glass-walled office and came back, telling me that they couldn’t help me and to have a nice day. When I asked questions about how best to sell the stock, she suggested calling the transfer agent. I had already done that – they sent me to the brokerage firm. She said sorry – they couldn’t help me. Goodbye.

I left, caught in a catch-22 and wondering what to try next.

How often does someone have an experience like this in dog sports?

1. A person new to showing arrives ringside with inappropriate tack or a dog with poor grooming. Instead of helping, others stare and comment behind their hands.

2. A person looking for a puppy in a low-entry breed asks people at the show where to find them. Instead of helping, they say, “they’re probably gone already” and walk off.

3. A person with a new champion goes up to a handler they admire, asking about having them campaign the dog. Instead of helping, the handler says, “talk to me after Best” and hurries off.

4. A person with a dog that never earns a blue ribbon asks a judge they admire and have just shown to for an evaluation of their dog. Instead of helping, the judge points to the white ribbon and says, “you’re holding my evaluation in your hand.”

5. A vendor has some items stolen, saw the person who did it, and asks for help from a club official. Instead of helping, the official says, “talk to the show chairman” and walks off.

The stories above are all true. Sad, but true. They’re just like the brokerage firm story – a customer or potential customer needs help, doesn’t get it and is left confused and with a bad taste in their mouth.

Short URL: http://caninechronicle.com/?p=158639

Posted by Alex on Feb 25 2019. Filed under Current Articles, Featured. You can follow any responses to this entry through the RSS 2.0. Both comments and pings are currently closed.