My very first job was working at the Taco Time on East Sprauge in the Spokane Valley, I think I was just 16 and had to have my Dad drive me to work. I was so exited to get this job and took it very seriously. It was tough! The grease in those place is something! But, I learned how to wait on people. How to smile, how important it was to be able to answer customer questions and how to work with others on the team.
After this first job I worked at a local restaurant, another fast food joint and then moved up to the retail market. You can bet I learned all about customer service.
I have used those years working in customer service in my real estate business. I know how a customer should be treated. Sometimes I wonder what type of training retail stores have now days when it comes to customer service.
Yesterday we decided to purchase another flat screen TV. We knew what we wanted since we had already purchased two last year. So, I placed the order online to be picked up at the store. Now, you know how these places are the day after Christmas, busy and crazy! We went to stand in line at customer service. Oops, wrong line - this store had a line for online pick-up. So off to the much shorter line to pick up our order. Handing the order number to the clerk for processing was a very easy process. We were told to go take our receipt to the front door and a person would bring the TV out.
Easy, so off we went. Soon, a young man brought up the TV with a hand truck. The box looked like it had been dropped, slammed and hit with a forklift. I asked if there was another that showed less damage. The person with my receipt got on his radio to check. We waited. All was fine. Back came the stock person to tell us that was the last one.
I decided to ask the question, "What if it is damaged or broken". I was given the "I don't know" answer. I then asked if there was someone around that could answer my question. I was told as he pointed to three people standing near by that one of them could help. After an awkward silence I think the clerk knew he should go and talk to them.
Sure enough, here comes the General Store Manager. I asked what the policy was for something this damage looking. Not getting a clear answer, I asked what would happen if I took it home and it was broken? I still didn't get a good answer. Of course they offered to open the box, which we did but I still wanted to know what would happen if it didn't work when I got home. I asked this in several different ways, like what would I have to do? Where would I have to take it? Could they get me another since this was the last one. At one point I was told "you would have just bought a broken TV". My husband wasn't too pleased with that response and gave the manager a strange look. The manager looked at him and said "wrong answer?". Jay looked back with a very serious look and said "Yes".
At that point I think the manager got it.
Anyway, all I wanted was an answer in a non smart ass way. I couldn't believe this guy was the General Store manager. He didn't have an answer, wanted to joke about his damaged merchandise and totally dismissed my concerns.
I want a smile, an answer and a thank you - its just that easy. Why can't places get this right?
Oh, PS - took the TV home, set it up and it works - thank goodness!!
Author:Jo Soss
Jo Soss is the designated Broker and the owner of Homefront Realty in Bremerton Washington. Selling real estate in the greater Puget Sound area since 1994 she has vast knowledge in all aspects of a real estate transaction. Using today's technology with her signature personal service allows her to achieve complete customer satisfaction.
Subscribe
Copyright © 2008 - 2012 Homefront Realty
Washington State Required Disclosures
"Equal Housing Opportunity"
