We had one of multiple bad experiences with complete lack of customer care in a national store last evening.
I guess I can’t say the name in case of libel, right? (PS. I always remember “libel” versus “slander,” because of the all-star film: Libeled Lady. William Powell, Myrna Loy, Spencer Tracy, Jean Harlow. How could you go wrong?)
Back to Thursday night’s episode at a store that’s been in business in the US for over 100 years. Perhaps it was once a catalogue store.
In 1986 due to poor customer service, I began a ban of this store that lasted at least ten years. I should have continued.
We tried to buy a mower there two summers ago. We wound up at Home Depot, where the kind gent helping us put Mower #27 aside for us and remembered that I wanted Mower #27 when we came back for it the next day.
Our vacuum’s—two of them—have sucked their last bit of dirt. They are old, tired, and non-HEPA. With my sporadic sneezing spurts, we’re looking for a good vacuum to help with the dust.
We found the vacuum we wanted online, available for pickup in the store. We went to Giant Eagle, bought gift cards for the store because you earn points toward gasoline. (There’s a correlation there, just go with it if you aren’t from Pittsburgh.) Off we went, convinced all was well in the universe.
There were three people working in the appliance area. All three of them were with other people. All three of them ignored us. Keep in mind that at 6’2”, my husband is not easily overlooked. He’s taller than the shelving units. One finished with her customer, spun on her heel, and walked in the other direction, still never looking around the area to see if there were any stranded customers. Ut oh, wrong choice on her part. Alex was off!
I’ve never seen anyone get his point across so well as my husband. Me? I’m too nice until I’m pushed to the brink of my sanity. His tolerance is much lower. My favorite time of year is when his satellite radio bills come due and he has his annual conversation with the carriers about the service, the bill, why they aren’t combined and gee—doesn’t he come away with a deal every time.
The Great Vacuum Escapade was not to end that way.
- They did not have the vacuum in stock for pickup.
- They could not find any of the specs in their system to tell us if it had exactly what we wanted.
- There was not a comparable vacuum in the store for near the same price.
- They could not get the vacuum into the store for us to look at before purchasing. (Keep in mind, we could have paid for the vacuum, gone to the store to pick it up, opened the box in the store, seen that it wasn’t what we wanted and returned it on the spot.)
- The clerk, by this time knowing she had met her match, called the store manager. Husband asked him if he could get the vacuum in so we could look at it first. The manager shook his head, never apologized and said: “No.” He followed with, “I hate to lose the sale, but I can’t do that.”
Therein lies the problem.
Pay attention to the words: I hate to lose THE sale, but…
It is not a sale he lost, it is a customer. We made a pact that we would never buy anything in this store ever again except for two products they always have and that are always highly rated. Never again for anything else.
Good Service
Amazon is my favorite example of exemplary customer service in action … customer service the way it used to be … customer service the way it should be. I thank them every time they do the right thing by me. I hope they know how much it means and why I might occasionally buy from other vendors, but remain an Amazon customer for life.
Amazon is my favorite example of exemplary customer service in action…customer service the way it used to be…customer service the way it should be. I thank them every time they do the right thing by me. I hope they know how much it means and why I might occasionally buy from other vendors, but remain an Amazon customer for life.
Another national chain that has me hooked forever is Apple. I became part of the cult in 2011 and I’m never going back to pc land. The equipment (two MacBook Pros, a MacBook Air, three iPhones, an iPod) last forever and are workhorses. And the customer service from sales help to the Genius Bar folks is extraordinary—combining friendliness and professionalism.
Locally, we have a hardware store we head to anytime we have a unique need. The staff always offer a hand and provide a solution. It amazes us, which shows what we’ve gotten accustomed to at too many other stores.
What company is your favorite example of excellent customer service? We’ll let this blog be the example of the negative and move on to better things.
I have a new, good customer service story to add. Last week the connecting cord for Mac to ViewSonic TV/Monitor quit yet again. Second one to fail since 12/11. I don’t know why this happens, but it does. I walked into the Apple Store with the box and the cord and said: “I’m not sure if you can help me. I can’t find the receipt, but this is the 2nd one of these that has quit working.” I wasn’t finished before the woman walked over to the wall (of so many… Read more »
We purchased all our major applicances and not so major appliances (microwave) at locally owned stores and had great customer service at the stores we selected. We also shop at a family owned grocery store and get great customer service. I know we pay more but we like supporting the local economy when we can. Amazon is top of my list for non-local company that has great customer serivce.
I love that you have a local store like that to go to. That was easier to do in Red Lodge. Our local food shopping takes place in The Strip District–heading there this Saturday to stock up on coffee and other good things.
I have to add a comment here. Because we were now stuck with gift cards for this store, we decided to go to a different location. Oh my heavens! We walked into the appliance department and were immediately greeted with a huge smile and how can I help you? Dan knew all about the vacuum we wanted–I mean knew all about it. He explained the features and benefits, advised us if we liked it to buy a new belt and filter now because they don’t carry them in the store, so… Read more »
Zappos and Chickfila!
Zappos over delivers. Nothing else needs said.
Chickfila has employees who exhibit fun and joy in their jobs. They refill drinks, come around and ask what you need and so much more! We’ve even had an umbrella held for us going to our car in the rain before. Having two young ones, this is huge!
I’ve only purchased from Zappos once–it was a great experience. Obviously, I’ve never eaten in Chickfila. I get a kick out of their signs–always humorous. I love that they are closed on Sundays. How amazing they helped you to your car! Wowwee!
I would have to agree that Costco has wonderful customer service. I was talking with a lady there yesterday while we were purchasing strawberries. She was wondering if they would be as good as the last ones that a friend of hers bought. She said, “but, you know that Costco is so good about returns if they are not good.” Although the craziness of Costco makes me, well..crazy, the employees are always, always polite and helpful. Target is another…..love Target.
The customers in Costco (or Costcos as they say in Pikksburgh) make me crazy; Costco doesn’t. You,too? But yes, the employees are always SO nice. Oh, thought of another one: REI. Man, those folks are nice. If I ever wanted to get into retail work again, I’d opt for REI.
I forgot to comment on Target. I LOVE TARGET. I can always tell if a new employee will make it there or not. If they aren’t nice, they’re usually a short timer. The stores are neat, clean…OH, after our bad experience the other night, we went to Target to check their supply. The moment we stepped in the door we were smiled at–by the security guard. We turned down an aisle and another employee immediately smiled and asked if we needed help. What?
I love Staples. I have yet to have a bad customer service experience with them, which I cannot say about MOST stores these days. They’ve always been patient when explaining techy stuff to this technologically challenged customer. I can go in, explain what I need even when I don’t know if the gizmo that fulfills my needs even exists, and come out with just the right gadget.
And, Rose, I bet I know exactly which store you’re not naming. I’ve had similar experiences there.
Glad to hear an ongoing good experience, Annette. I’d say Trader Joe’s is another one where they are always happy to help with anything. Costco…another example of never having anything bad happen.
🙂 to discussing those shared experiences over coffee!