In the past seven days, I have had multiple positive customer service experience. As I was thinking about these instances on my ride home today, I realized that it isn't often that you have one positive customer service interaction during the course of a week. I have had four. How lucky does that make me? Should I play the lottery?!?!
1. I paid for, and received, a voucher a couple of months ago through Amazon Local. The voucher was for air duct and furnace cleaning. Multiple calls to to try to schedule, and then reschedule, an appointment for service, proved almost impossible. The first couple of attempts, we were unable to reach anyone successfully, including a voice mail. The next attempt we got a voice mail, but it did not resemble anything business-like in the message. We did get a call back and an appointment was scheduled. However, the appointment conflicted with something else on the calendar that was not taken into consideration at the time of the scheduling. Therefore, after three more attempts to reach a live person, and three messages that were not returned, I threw my hands up today and called Amazon Local. I explained the situation to them, and guess what...they promptly refunded my money for the voucher I had purchased and gave me profuse apologies for the inconvenience. Score 1 for www.local.amazon.com
2. I purchased another voucher from Amazon Local. This one was for a Father's Day gift for my Dad. Strawberries covered in chocolate and decorated like baseballs, footballs, and basketballs. A very cute and original idea, and I got the berries at 1/2 price. I did get stuck a little on the shipping because I ordered very close to Father's Day, but I thought it was worth it for a unique gift. Lo and behold, the company did not ship the gift the day they were supposed to. Instead it was shipped the next day, still in time for Father's Day. I received an email out of the blue that not only were they refunding the entire cost of my shipping due to their mistake, but they also have provided me with a voucher to use toward my next purchase. And, my Dad LOVED the strawberries. Score 1 for www.berries.com
3. I have a broken garage window. I have never had any kind of window issues before, and wasn't sure where to start. I saw an ad for Pella windows in the Sunday paper, and started with them. They sent a wonderful man named Dave out. Dave assessed the situation and said to me, "Gee, I could help you but I wouldn't feel right charging you our prices since you just need one window replaced, and it is in your garage nonetheless." Dave went on to give me helpful suggestions about how to proceed, and he said, "I didn't sell you anything, but I'll just chalk it up to good customer service with the advice I gave you." Score 1 for dknoll@pella.com
4. I work in a Human Resources Department for a large school district. Summer is my busiest season because that is when the majority of the hiring is done. It is my responsibility to make sure all of the new teachers are hired in a timely manner with all of their documents in order by the first day of employment. It is work that leaves me exhausted at the end of each day; however, I love my job so it is okay. Today, I was reminded once again that customer service can make or break someone's day. A teacher came in to complete her employment paperwork. Her appointment was at the end of a long, busy day, but I greeted her with the same efficiency and enthusiasm that I give to anyone. At the end of her appointment she said this to me, "Thank you so much for how nicely you treated me. I know this is a very busy and stressful time of the year for you, but you did not let that show at all. You were very accommodating, and I really appreciate it." And, that my friends, is score 1 for me :)
