I miss customer service (part II)
01-03-2005 | 01:27 PM
#81
Joined: Feb 2003
Posts: 22,581
Likes: 834
From: The (S)Low Country
The past month or so has held a series of "unfortunate incidents" for us: First, the daughter had an auto accident, second, the daughter's waterbed developed a leak, third, the daughter was doing laundry when the washer's transmission took a powder and fourth, I don't remember what the fourth one was. Anyway, throughout this series of events, I must commend several folks: First, the dealer who repaired my daughter's car: He was totally communicative and when parts did not come in as they were promised, he called -- gave my daughter a new car to drive for THREE WEEKS free of charge -- for this I thank him. When the car came back and was not 100% -- he once again took her car in and gave her another car to drive (brand spanking new). When my washer took a powder, I called a local appliance shop, told them what I needed, they gave me a quote and in two hours had a new washer here, installed it and took my old one away -- Yep, I could have bought from a big chain and paid a little less, but hey -- this is a family-run business -- they delivered with no charge and took my old one away with no charge. The water-bed replacement: local shop -- they just happened to have an open box deal on a mattress -- never had been used, just a broken box -- they slashed the price $50 and we were delighted to have it. Another little guy with a small shop and he was kind enough to offer loads of free advice which saved us hours of toil and trouble. I'd rather pay a few extra bucks and get the personal touchy/feely service that only a smaller business can give. 
you definitely get what you pay for.
Oh, yeah -- my daughter is under 21 yrs of age -- so my dealer bent a few regulations in order for her to have one of his cars. He did this because he knew she not only goes to class, but also has a job and felt it was a hardship for her to arrange transportion. I'll definitely look kindly in his direction the next time I need car work done or want to buy a new car.
you definitely get what you pay for.Oh, yeah -- my daughter is under 21 yrs of age -- so my dealer bent a few regulations in order for her to have one of his cars. He did this because he knew she not only goes to class, but also has a job and felt it was a hardship for her to arrange transportion. I'll definitely look kindly in his direction the next time I need car work done or want to buy a new car.
01-03-2005 | 04:28 PM
#82
Joined: Apr 2003
Posts: 12,381
Likes: 526
From: Clifton, VA
Originally Posted by Hockey,Jan 3 2005, 01:26 PM
Heck if that was the case, none of us would have purchased the S2000!!! 
(exceptions to Piercy @ Honda World and HardTopGuy @ Ganley Honda)
I got tired of correcting/teaching the folks at our local dealerships about the S. They still tried to give me the wrong oil filter at the parts counter last week!
(exceptions to Piercy @ Honda World and HardTopGuy @ Ganley Honda)
I got tired of correcting/teaching the folks at our local dealerships about the S. They still tried to give me the wrong oil filter at the parts counter last week!
I did plainly state that it was MY THEORY of doing business, not what one receives in today's world. 
01-03-2005 | 04:57 PM
#83
Joined: Apr 2003
Posts: 12,381
Likes: 526
From: Clifton, VA
Originally Posted by mikes2k,Jan 3 2005, 04:40 PM
So true!
Debs and I recently bought a MINIDV Camcorder for
use 
After doing about a weeks worth off online research ( I had not bought a Camcorder since you used to have to lug the friggen VCR on your shoulder and hook up the Camera!) We got great 12% off coupons in the mail for Circuit City ($$ was the prime motivator for shopping there!) Here is our Circuit City trial and tribulations story
Circuit City#1
We were offered help by the only sales tot in the department. I told him I was serious about buying a Camcorder today! I asked if he could please un-tether the Camcorder I was interested in so I could actually feel it in my hands/pocket (now, I do understand why they have to use these things but NO WAY I am buying a 1k camcorder without actually holding it!..) He told me he was not allowed
He was clearly pushing me towards the Sony's when I expressed interest in the Panasonic with the 3CCD lens. I asked why he liked the Sony's when the Panasonic's had a 3 CCD lens? his answer "the Sony's have 4, and they have more megpaixels!" (now any of you who know a little about Digital Camcorders are laughing already!) 
So at this point I played along for comic amusement 
and I played less educated/MORE stupid than him "but I thought megpaixels were for still images? 
He responds "they are , but help the video as well" :rofl; At this point I chuckled out loud and grabbed Debs arm and said come on honey we are leaving! She was like what's wrong? I told her the two blatant lies/uniformed pieces of information he spewed..she suggested I complain to the manager... I told her I thought the manager was already very informed his help sucks and knows nothing!
Circuit City#2 (same day, 12 miles away)
We were offered help by the only sales tot in the department. I told him I was serious about buying a Camcorder today! I asked if he could please un-tether the Camcorder I was interested in so I could actually feel it in my hands/pocket (now, I do understand why they have to use these things but..) (sound familiar? ) He said SURE, he would have to get the key from the manager ..if I could be patient for a few minutes he would be happy to!
As I was actually holding the Camcorder I asked his opinion on other camcorders vs the one I was considering. He promptly went into why the Sony's are far more popular ,but the Panasonic is video quality wise a much better camera!) He was honest... what he was not sure of or did not know he told me "I dont know" This was much better than made up answers! I asked him if it was possible he had a blank tape so I could actually try the camera. He rooted through 3 drawers but couldn't find one He suggested I buy a tape and then I could open it and try it in any camera I wanted I was sold! I told him we had coupons we wanted to use, he suggested going to the kiosk and checking the Circuit City website (stating sometimes the prices were better, but would be matched) It was on sale on the web for $100 off With the online deal and the coupons we had (he said no problem using both) we ended up getting a $1000 camcorder for $700
I DID feel a need to tell the store manager my experience this time. I also told him the other Circuit City story, and told him his employee went a long way in re-instilling some confidence in his company for me!
Debs and I recently bought a MINIDV Camcorder for
use After doing about a weeks worth off online research ( I had not bought a Camcorder since you used to have to lug the friggen VCR on your shoulder and hook up the Camera!) We got great 12% off coupons in the mail for Circuit City ($$ was the prime motivator for shopping there!) Here is our Circuit City trial and tribulations story Circuit City#1
We were offered help by the only sales tot in the department. I told him I was serious about buying a Camcorder today! I asked if he could please un-tether the Camcorder I was interested in so I could actually feel it in my hands/pocket (now, I do understand why they have to use these things but NO WAY I am buying a 1k camcorder without actually holding it!..) He told me he was not allowed
He was clearly pushing me towards the Sony's when I expressed interest in the Panasonic with the 3CCD lens. I asked why he liked the Sony's when the Panasonic's had a 3 CCD lens? his answer "the Sony's have 4, and they have more megpaixels!"
(now any of you who know a little about Digital Camcorders are laughing already!) So at this point I played along for comic amusement and I played less educated/MORE stupid than him "but I thought megpaixels were for still images? He responds "they are , but help the video as well" :rofl; At this point I chuckled out loud and grabbed Debs arm and said come on honey we are leaving! She was like what's wrong? I told her the two blatant lies/uniformed pieces of information he spewed..she suggested I complain to the manager... I told her I thought the manager was already very informed his help sucks and knows nothing! Circuit City#2 (same day, 12 miles away)
We were offered help by the only sales tot in the department. I told him I was serious about buying a Camcorder today! I asked if he could please un-tether the Camcorder I was interested in so I could actually feel it in my hands/pocket (now, I do understand why they have to use these things but..) (sound familiar? ) He said SURE, he would have to get the key from the manager ..if I could be patient for a few minutes he would be happy to!
As I was actually holding the Camcorder I asked his opinion on other camcorders vs the one I was considering. He promptly went into why the Sony's are far more popular ,but the Panasonic is video quality wise a much better camera!) He was honest... what he was not sure of or did not know he told me "I dont know" This was much better than made up answers! I asked him if it was possible he had a blank tape so I could actually try the camera. He rooted through 3 drawers but couldn't find one
He suggested I buy a tape and then I could open it and try it in any camera I wanted I was sold! I told him we had coupons we wanted to use, he suggested going to the kiosk and checking the Circuit City website (stating sometimes the prices were better, but would be matched) It was on sale on the web for $100 off With the online deal and the coupons we had (he said no problem using both) we ended up getting a $1000 camcorder for $700 I DID feel a need to tell the store manager my experience this time. I also told him the other Circuit City story, and told him his employee went a long way in re-instilling some confidence in his company for me!
With that said: Sales is a people business. Regardless if it is a one time encounter or a business to business sale that may take a long term relationship to establish a trust over a period of time. On the other hand in the commodity market like buying gasoline, when was the last time you interacted with a human being (unless of course you live in NJ where self serve pumps are illegal). Banking is done either on line or an ATM, On-line shopping is surging. It is bothersome to me that apparently executives are looking at these trends and drawing the conclusion that customer service is not important! I see that as an opportunity to provide exceptional customer service to the customers that choose to do things the "old fashion way".
Hmmm, based on some of the comments here about my theory of business, perhaps I should think about getting back into a retail business of my own this time?
01-03-2005 | 05:34 PM
#84
Thread Starter
Joined: Aug 2002
Posts: 32,737
Likes: 1,497
From: Randolph, NJ
One of the things that I find so striking about Mike's Circuit City story, and something that I've noticed in the past few years, is that we are dealing with hugh, often billion dollar, companies yet they are allowing kids to be their contact with the customer. If you walk into a Circuit City, Best Buy, CompUSA, Sports Authority or most any of the other major discount electronics, sporting goods or other chains you will usually find that the oldest salespeople are in their very early twenties. They are so young that management probably wouldn't trust them with the buying, bookeeping, inventory control or finance activities, but they are trusted to interact with the retail customers. There really is something wrong with this picture, it's all upside down and inside out. The retail customer is the most important part of the business, yet they are handled by the youngest most inexperienced members of the staff.
What other business or industry would put it's youngest, least experienced help in the most important position?
What other business or industry would put it's youngest, least experienced help in the most important position?
01-03-2005 | 05:49 PM
#85
Joined: Apr 2003
Posts: 12,381
Likes: 526
From: Clifton, VA
Originally Posted by valentine,Jan 3 2005, 05:27 PM
I'll definitely look kindly in his direction the next time I need car work done or want to buy a new car.
What a refreshing story. I guess that may be one of the pleasures of living in a rural area where people's reputations are "make or brake" on their words and actions. And where the population is stable and not transient.
Here in the Washington DC Metro area which is notoriously transient, due to the turn over of military and goverment personel when administrations change. That is not always the case. There is a mega car dealer up in this neck of the woods that is notorious for treating customers horribly! I once worked with an ex-salesperson of their's that was axed because it was this dealers policy that everymonth the "low man on the totum poll was history". It did not matter how long one had been there. If you were the low "man" you where gone! Now that really instills employee loyalty! He relayed a story to me that is just incredible to me. He had a customer that had a trade in. They were fairly close to making a deal but where at a stale mate. The "Manager" (I have to use that term loosely) took the keys to the customer's car (trade-in) and threw them up on the roof of the dealership. And stated that you are not going anywhere until you make a deal!
01-03-2005 | 05:55 PM
#86
Joined: Feb 2004
Posts: 63,249
Likes: 3,275
From: Smalltown
Several years ago I needed a new washing machine. I decided three stops at three different stores would be all the shopping around I would do. I knew pretty much what I wanted as a previous Whirlpool lasted 25 years! I went to one of the larger stores, kind of like a "Circuit City" can't even remember the name.
I had previously been to Sears and one local small store that sold appliances.
There were several Whilrpool models on the floor. I asked the sales clerk (a very young lady) the difference between the models. She gave me absolutely no helpful information at all, but she did tell me that "My bra is killing me today." As she reached into her blouse to adjust it. Needless to say, I did not purchase my washing machine there. (that store also did not last long in our area).
I went back to the small store and bought it there. I felt their prices were fair as a year previous I bought a part from them which sold for almost $100.00 at a larger store, their price was around $85.00 for same factory part.
Since then, I bought my son and daughter in law a washer and dryer from that store, and also bought myself a dryer from them.
This store caters to the Portuguese community in our area (which is large) and offers customer service, and they are authorized dealers for Whirlpool. I buy whatever I can from them and send others there too, as they have the right idea about running a business.
I had previously been to Sears and one local small store that sold appliances.
There were several Whilrpool models on the floor. I asked the sales clerk (a very young lady) the difference between the models. She gave me absolutely no helpful information at all, but she did tell me that "My bra is killing me today." As she reached into her blouse to adjust it. Needless to say, I did not purchase my washing machine there. (that store also did not last long in our area).
I went back to the small store and bought it there. I felt their prices were fair as a year previous I bought a part from them which sold for almost $100.00 at a larger store, their price was around $85.00 for same factory part.
Since then, I bought my son and daughter in law a washer and dryer from that store, and also bought myself a dryer from them.
This store caters to the Portuguese community in our area (which is large) and offers customer service, and they are authorized dealers for Whirlpool. I buy whatever I can from them and send others there too, as they have the right idea about running a business.
01-03-2005 | 07:27 PM
#87
Thread Starter
Joined: Aug 2002
Posts: 32,737
Likes: 1,497
From: Randolph, NJ
Originally Posted by Hockey,Jan 3 2005, 12:26 PM
Heck if that was the case, none of us would have purchased the S2000!!!
(exceptions to Piercy @ Honda World and HardTopGuy @ Ganley Honda)
I got tired of correcting/teaching the folks at our local dealerships about the S. They still tried to give me the wrong oil filter at the parts counter last week!
(exceptions to Piercy @ Honda World and HardTopGuy @ Ganley Honda)
I got tired of correcting/teaching the folks at our local dealerships about the S. They still tried to give me the wrong oil filter at the parts counter last week!
I've never looked to the salesperson for knowledge about the car. I regard the salesperson as my vehicle for the deal. He is, more or less, the come between between the manager and myself. So far he's always treated me with courtesy and respect as has the dealership. I have always felt that I had to have the knowledge of the car going into the deal. I've never really wanted to trust a dealer, any dealer, to explain the car to me.
In terms of service knowledge, I have come to rely upon the service department and the people in the parts department for that. The service manager is a sportscar enthusiast, and the parts people are all in awe of the S2000. I find them willing to answer all of my questions. They've even "come out front" to explain things to me, and point things out to me. When I've brought my rims and new tires to be mounted, they did the job correctly and quickly (of course they charged me, but they got it right.) I do most of my own service, and even knowing that, they are very good to me.
I like dealing with this dealership. I will never go back to any of the "giant" dealerships that we have in New Jersey. As a matter of fact Liz wants a Civic in the spring and we are going to buy it here.
My point is that the customer service that my dealership gives me costs them very little in terms of time or money, but it has turned me into a loyal customer who doesn't care to look anywhere else. Good customer service is good business.
01-04-2005 | 04:07 AM
#89
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Joined: Aug 2002
Posts: 32,737
Likes: 1,497
From: Randolph, NJ
Originally Posted by WestSideBilly,Jan 4 2005, 06:44 AM
Professional sports teams. 
At your electronics chain the only advantage that the younger employee represents is that he/she is willing to work cheaply. But, you get what you pay for.
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