Customer Service Tips & Tricks! (2/24/17)

 

In the past couple of weeks, I’ve experienced two Customer Service ordeals.  Both of which prompted me to write today’s blog; Customer Service Tips & Tricks!

We’ve all been there.

We’re at a store trying to get SOMEONE to help us, to hear us, and most importantly, solve OUR problem.🙌🙌🙌

The first experience was mine at Best Buy.  

My laptop, which I received as a Christmas gift this past Christmas, had stopped working.

First step, I call the Geek Squad to see if they can assist me over the phone.  

I get one of their reps on the phone, I explain my issue, he says he can’t help me since I don’t have tech support and basically, hangs up on me.

We’re off to a great start!

Next, I call the store directly.  

I speak with a very nice young man who says he can’t help me over the phone but, he would be happy to schedule an appointment for me to come down and have someone take a look at it.  

The next day I show up, laptop in hand.  

I explain my issue to the Sales Associate.

After looking over my laptop, he says I have two options.  

Option one, I can pay $199.99 to get tech support and they will figure out the problem.

Option two, he can do what they call a “quick fix” for $39.99, and that is only if they can actually do the “quick fix”.

I explain to him that I only just received the laptop six weeks ago and that I’m not paying for anything.  

And, that if they can’t fix the laptop, I want a new one (I had brought the receipt with me so he could see).  

This basically goes on for the next 30 minutes or so.  He takes it in the back to “take a look” and see what’s going on.  

Needless to say, I am pretty frustrated at this point, and ready to just walk out with my non-operating laptop🤷‍♀️🤷‍♀️🤷‍♀️

Finally, he comes back and says, ‘I checked the computer and it turns out you did have tech support.

Had he done that when I first got there he would have saved us both a lot of aggravation.

All it took was him looking up my name😣😣😣 

So, after all that time, I walked out with my now working laptop, and a whole lot of aggravation😥😥😥

The following weeking my friend asked me to meet her at the mall as she had to bring her new bag back to the Louis Vuitton Store to get repaired.  

When I got there and met her, I could see she was upset.  I asked what’s going on?  

She said she brought the bag to the store, showed the Sales Associate the tears on the bag, and the lady said they would fix it, only she would have to pay for it.

Now, I was with my friend when she bought this $1500.00 bag, and it was pretty recent.  

I asked my friend why do they want you to pay?  You just got the bag!

She said she didn’t know and that she was instructed to come back in an hour (she had left the bag there).

Kermit the Frog🐸🐸🐸

I should note, my friend Wendy buys from that particular Louis Vuitton store often.  

Had that sales associate looked up my friend’s name and information, she would have seen that she is a loyal Louis Vuitton customer.  

We (my family) are loyal Best Buy customers, and if the Sales Associate I was working with had looked up my information as soon as I got there, we would have most likely had a totally different experience.

Back into the store we go and the Sales Associate is at the counter, and before my friend could say a word, the Sales Associate says, ok, the manager approved the repairs and we will take care of the cost.  

My friend looks relieved.  

The sales lady goes over all the pertinent information, says is will take a minimum of six weeks to repair, I’m shocked at the length of time, my friend says that is standard.

We leave the store, my friend understandably shaken up over the whole situation.  

I remind her she will get her bag repaired and it will be better than before (they agreed to put on a whole new handle).  

She agrees, and also brings up a great point.  The point of this blog.

She is a loyal customer to Louis Vuitton, she buys from them often and spends good money.  

On a side note, that girl  knows more about Louis Vuitton bags than anyone I know.

She is a walking, talking Louis Vuitton advertisement.

And in a hot second, she could have been totally turned off with that once incident☝☝☝

I’m sure if Louis Vuitton himself had been there he would have been horrified by the customer service my friend Wendy received.

So what happens when you don’t treat your loyal customers like the royalty they are?  

I would say, it kind of leaves you feeling like maybe your loyalty isn’t being so appreciated!

Which further means, there are plenty of other shops out there I might try and see if I get better customer service!

If businesses want LOYAL customers, they need to treat us as such.

In other words, business have to be better, do better and offer THE BEST Customer Service experience to THEIR customers☝☝☝

Stores want loyal customers.  Consumers want to know they are getting their fair share of attention.

In a perfect world, both sides win!

Till next time,

Patricia  <3

NineFrogs ~ Be so good they can’t ignore you!

 

www.ninefrogs.com

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