customerexperiences-goodbadugly

[customerexperiences-goodbadugly]

And this just in from the Orange County Register:

When billionaire investor Lampert took over the company (Sears), he thought he could turn around its sagging performance. He put hedge-fund managers in charge of the retail business and took a hands-on approach. He focused on slashing costs and moved away from Sears’ emphasis on customer service. But he failed. Sears has lost more than 90 percent of its value since 2007 and is mired in debt. To keep it above water, Lampert sold off its valuable real estate.

Sears--good for nothing. Really.

Yes. We’re back at it again today with #searscares. No. I haven’t bought anything new there. This goes back to the garage door opener –again. 1. AssureLink connectivity product has never worked. Over the past several months we’ve had a number of tech-savvy people check it out to see if we had hooked it up incorrectly. All said it was a defective product.

2. I took it back to the Sears store where I bought it. Makes sense, right? But they said I needed to call the 800 “customer solutions center.”

3. During my two hours on the line with their customer solutions center and three transfers later, they told me they couldn’t find my purchase in their system. Here we go again. But…if I call back today with the receipt in front of me, they will be able to care of it.

4. Within the additional 90 minutes I spent on the phone with them today, they gave me several scripted lines. And they couldn’t find the purchase in their system.

5. Those lines: A. You must return it to the store. Been there. B. You must speak to the store manager C. You must call customer solutions. Isn’t that where I called to begin with? D. I must call a “full Sears store” not the auto store. What? Who ever said I went to the auto store? E. I must take it to a repair center. F. I must call the warranty program. G. I must call customer solutions. H. I can’t help you. I. I must hang up and quit wasting my time (that’s what I said) after this cluster…

It’s really not worth any more of my time. Is it any wonder #sears is having so much trouble?

And #Sears, is your customer worth the trouble? Apparently not.

[customerexperiences-goodbadugly]

Sears--good for nothing. Really.

Yes. We’re back at it again today with #searscares. No. I haven’t bought anything new there. This goes back to the garage door opener –again. 1. AssureLink connectivity product has never worked. Over the past several months we’ve had a number of tech-savvy people check it out to see if we had hooked it up incorrectly. All said it was a defective product.

2. I took it back to the Sears store where I bought it. Makes sense, right? But they said I needed to call the 800 “customer solutions center.”

3. During my two hours on the line with their customer solutions center and three transfers later, they told me they couldn’t find my purchase in their system. Here we go again. But…if I call back today with the receipt in front of me, they will be able to care of it.

4. Within the additional 90 minutes I spent on the phone with them today, they gave me several scripted lines. And they couldn’t find the purchase in their system.

5. Those lines: A. You must return it to the store. Been there. B. You must speak to the store manager C. You must call customer solutions. Isn’t that where I called to begin with? D. I must call a “full Sears store” not the auto store. What? Who ever said I went to the auto store? E. I must take it to a repair center. F. I must call the warranty program. G. I must call customer solutions. H. I can’t help you. I. I must hang up and quit wasting my time (that’s what I said) after this cluster…

It’s really not worth any more of my time. Is it any wonder #sears is having so much trouble?

And #Sears, is your customer worth the trouble? Apparently not.

[customerexperiences-goodbadugly]

This is how to solve customer issues

Thank you, #cellularoutfitter

I ordered the wrong type of screen protector, and simply asked if there was an easy way for me to correct my error. I also posed a question about the transparency of their shipping charges. They answered the questions I had raised, and then:

“…I was able to ship out the tempered screen protector for the Apple Iphone 5s, as well as refund the shipping and handing of $5.99 for the confusion regarding our shipping policy.

"You will receive an email with the tracking information shortly.

"Thank you so very much for allowing me to assist you and for being the best part of Cellular Outfitter!”

Wow. They took on the burden of MY error. You better believe I’ll order from Cellular Outfitter again.

[customerexperiences-goodbadugly]

An open reply to #Sears regarding its question to me about trouble we are having with installation service on a garage door opener that we've paid for but not received. The photo above is of my garage without the garage door opener that should have been installed by now. @searscares @JeffBotti I still don't know if our installation appointment is confirmed. We have to be home all day, waiting on you. You couldn't give us a window. You were supposed to call us four or five days ago to schedule installation. The store had said we'd get a call in 24-48 hours. We spent valuable time and energy trying to track down someone who could help when it was clear you had fumbled the ball. It took four transfers/calls--as if your failure to call us was OUR problem--not yours. So rude. And then the surly install phone rep said it usually takes several days for THEM to receive the paperwork from the store. But no one could find our paperwork, which is why it took so many calls on our part. The phone rep finally "created" our paperwork--which is why I'm not confident our appointment is even confirmed. Any other questions?

[customerexperiences-goodbadugly]

What's wrong with this picture?

[customerexperiences-goodbadugly]

Best video of all time.

dog teaching puppy to go down the stairs 

[customerexperiences-goodbadugly]

Glad you had such a good experience. I've had very few bad experiences at Starbucks. Mine are overwhelmingly positive, from them fixing their mistakes, fixing my mistakes, being patient while I order and teaching me how to order, to always giving the benefit of the doubt.

I'm not surprised they corrected their mistake while giving you a token of their apology. I feel like Hertz could learn from Starbucks, where they try harder.

So today I made my daily Starbucks run to the drive through and I was more impressed with them when usual!

I ordered a cold drink and they accidentally made me a hot one, but I did not say anything when they handed me the drink. The Barista. realizing his mistake, said to me “You ordered a...

[customerexperiences-goodbadugly]

9 out of 10 times!

[customerexperiences-goodbadugly]

OFF-TOPIC THURSDAY Why are we so quick to say, "I'm not judging you?" Even when we are. We hate to think of ourselves as judgmental. But still, come on now. We all judge all the time. We just can't admit it. How did you make your clothing selection today? A judgment? How did you react internally to the large woman at work in the mini skirt? A judgment, maybe? What did you say to her when she asked if you liked it? "Sure?" Man, I hate liars, but there I go judging you. In fact, how do you react to anyone who is different than you? Admitting you have a problem is 90% of the battle. Oh, and those judgmental Christians you've been judging? Yeah, we all judge.

[customerexperiences-goodbadugly]

Even when there is no one in line behind you, do not ask the workers at Chipotle to slow down because they make you nervous when their itchy trigger fingers are ready to throw something in your bowl faster than you can say "nooooo-o-o-o!!!" They still don't like to move at your pace. I think someone is hidden under the counter with an electronic prod that makes them twitch every time they stop moving. I commend them for their speed, but enough is enough.

[customerexperiences-goodbadugly]

More from the cabbie: oh, they've closed off the entire street. They're restoring the old Higbees building. They've been working on it two years but keep running out of money. They should just tear it down.

Me: I'm utterly speechless

[customerexperiences-goodbadugly]

Cleveland cabbie (who's paid a flat rate to cart me from the airport to downtown): looks like we're into some bad traffic. There's a baseball game tonight. Why can't people just stay home and watch. It's perfectly fine on TV. Me: Ummmm, that's why I'm here and the reason you are getting paid right now?

[customerexperiences-goodbadugly]

••--- Minor pet peeve: gas pumps that ask you if you want a receipt before you buy your gas, make you wait, and then tell you they can't print the receipt. Pocket-sized phones can navigate us on a cross country trip, but gas pump computers don't know when they are out of paper?

[customerexperiences-goodbadugly]

Gotta love Starbucks

Really? You’ll re-make my drink because I ordered something that it turns out I don’t really like?

That’s crazy—in a great way. Thank you. I don’t expect that, and that’s what makes you so amazing. It’s surely not the prices that keep me coming back, but the service still makes it a great value.

[customerexperiences-goodbadugly]

So true

Never Forget

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Customers don’t expect you to be perfect. They do expect you to fix things when they go wrong.

 Donald Porter

[customerexperiences-goodbadugly]

Wage increases for service workers? The top 10 changes I would like to see first.

Put all the political issues aside. Let’s talk about wage increases for workers in fast food and other service businesses. I’m not sure I can support it unless…

Here are the top 10 changes I’d like to see in service industry employees:

#10 - When I walk into your store or department, don’t just glare at me like I’m there to make your life miserable. Acknowledge that I am there with a simple “hello.”

#9 - If you’re not glaring at me, it’s probably because you are too busy playing with your friends or your phone to be bothered with me. Simple advice: do your job first.

#8 - When my order is ready or when the transaction is completed, try to eek out a simple “thank you.” I nearly doubled-over recently when a  Tim Horton’s employee at the drive-through said, “Thank you for your business.” Wow. He made it sound so easy.

#7 - If you get my order wrong, please apologize. I can overlook a mistake pretty easily, but an apology makes a huge difference. Especially if you are also diligent to make it right quickly.

#6 - Please don’t sneeze in your hand or wipe your face, nose, hair, or ears and then handle my food or merchandise. And don’t forget to wash your hands after you’ve been to the restroom. Didn’t you learn this in preschool?

#5 - Smile for the camera. I know you might be having a bad day, but you don’t need to share it with your customers. 

#4 - When I can’t decide on my order quickly, don’t tap your foot like you’re waiting for a judge to rule on your criminal mischief case. Just politely ask if you can move on to the next customer and come back to me.

#3 - Don’t ever take payment for an order and then reneg on it.

I was in a long McDonald’s drive-through line and placed my breakfast order several minutes before the cut-off for their transition to the lunch menu. They took my breakfast order and my money, and when I got to the window to pick up my food (after about a 20-minute wait, all told), they insisted it was past the breakfast hour and I would have to order lunch instead. Wow. Really? I hope that mistake cost someone their measly minimum-wage job.

#2 - Realize that if you can’t follow these simple guidelines, it’s unlikely you will ever succeed beyond a minimum-wage job. It’s the only job you will ever have, so you might as well pretend to like it.

#1 - Remember that if you can’t follow these simple guidelines, you don’t really deserve a pay raise. Well, at least I don’t think so. And I’ve heard the customer is always right.