Date
16 October 2018
Gobee.bike should draw lessons from user complaints to be able to improve its service and attract more customers. Photo: Gobee.bike
Gobee.bike should draw lessons from user complaints to be able to improve its service and attract more customers. Photo: Gobee.bike

There is no honeymoon phase between a startup and its customers

Hong Kong’s first bike-sharing app Gobee.bike is said to be receiving various complaints from customers over its system failures.

In one case, a customer said he had returned the bike after a one-time use, but the system continued to charge him for seven days, resulting in fees of more than HK$1,400.

He tried to contact the company’s customer service hotline but with no success.

He said he would go to the police or file a complaint with the Consumer Council if the company failed to give him a refund immediately.

One thing clear from this case is that there is no honeymoon period for startups like Gobee.bike and their customers.

If they fail to conduct thorough tests before launching a new product – these include inviting customers as beta testers – and then problems occur after the product launch, they could face not only public criticism but sometimes even lawsuits.

After-sales service is critical for any startup, but it’s often neglected. If a company quickly responds to a complaint and gets it solved, chances are the customer will not bother to make a big thing of the experience and perhaps even continue to do business with the company.

Customer service is the last line of defense of any company. Entrepreneurs should always treat it with utmost importance.

Hopefully, Gobee.bike can draw lessons from the complaints. It should take pains in improving its service and step up the training of its customer service team.

This article appeared in the Hong Kong Economic Journal on April 16

Translation by Julie Zhu

[Chinese version 中文版]

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RT/CG

Hong Kong Information Technology Federation honorary chairman

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