Showing posts with label customer service. Show all posts
Showing posts with label customer service. Show all posts

Tuesday, June 1, 2021

Customer Service Gone Wrong

Customer Service
This is customer service gone wrong.  It happened at the local Volvo Dealership at 7:35 am when I stopped in to purchase a lock nut tool to remove a flat tire on Sally's Volvo: 

"Good morning...How can I help you today?" was my greeting upon entering the Service/Parts Department at the local Volvo Dealership.

That's a nice start I thought.  Unfortunately that was as good as it got...

"I'd like to speak with someone in Parts...I need to buy a lug nut tool to remove the lock nuts on my 2010 Volvo XC 60" I said.

"The Parts Department doesn't open until 8 am" was the curt response.  

"But your website shows it open at 7:30 am" I responded.

Customer Service

Blank stare!

"The Parts Department doesn't open until 8 am" she repeated with no acknowledgement of what I had said.  "Maybe Bill (not his real name) can help you...Bill?" she called out.

"What...I just got in...haven't even had any my coffee yet" came Bill's voice from behind the partition.

"We have a customer here who needs parts".  

"He has to order online for curbside pickup...we don't open until 8 am" was his exasperated response.

I could go on...

I was struck by the absolutely unresponsive nature of both the Service and Parts people.  They had determined that I was a low-value customer and had no interest at all in looking after my needs. 

I've spent a large part of my career in advertising working with auto manufacturers and auto dealers.  Usually I've been at the pointy end of the blame game:  The advertising didn't work, the leads are crap, I don't understand customers. Yes there are many variables in the automobile buying process.  A big one is customer service.  

When I got back home I went back onto this Dealership's website and sure enough here's what they have prominently on their website:  'Customer Service is the Priority".  Hmmm...

We currently own 2 Volvos.  Both used and likely will need replacing soon.  Between us Sally and I have owned 5 Volvos.  We're brand loyal to the Volvo brand. We will seek out another Dealership who walk the talk when it comes to Customer Service!

Until next time...

Chris Morales, Toronto

Tuesday, May 25, 2021

People Matter

METRO Grocery Story, Lloyd Manor, Etobicoke

In the online world, we don't meet people.  In the grocery business, we generally only interact with the Cashier.  This past weekend, I was reminded that people matter!  

I'd placed my order online with METRO for a Breakfast Platter.  I received my confirmation number for an 8 am pickup time at my METRO, Lloyd Manor in Etobicoke).  I got to the store a few minutes early to pick up a few extras (Juice for Mimosa's...what's breakfast without OJ) and expected to pick up my platter and be on my way quickly.  

Unfortunately my online order got screwed up.  Rick, the Store Manager, was summoned.  He confirmed that the order had not been received. Seeing my anxiety and hearing that I was on a tight timeline, what he did next reminded me that people matter:  He apologized for the screw up.  No excuses, just a sincere apology.  He helped me pick out an assortment of breakfast pastries since there was no time to make up a platter.  I was grateful!  And then, without being asked, he offered discount coupons.  In minutes he turned a bad situation into a win...for both of us!

In the class on starting a small business that I teach at George Brown College, I stress how important customer service is.  In particular, how to turn a negative situation into a positive one.  Even though METRO is a large business, and this store is a big, busy one, Rick understands how to take care of his customers.

People Matter! Remember that.  Everywhere, every time!

Until next time...


PS:  I left a 5 Star Google Review for Rick and his store

Chris Morales, toronto, metro

Sunday, July 2, 2017

Customer Retention

Retaining customers is a particularly topical issue given the ease with which consumers can buy and sell virtually anthing they want online.  Without ever having met your customer, and dependant on third parties to deliver the purchase, the concept of 'Customer Service' takes on new meaning

Chris M Morales
647 393 3855


The opinions expressed on this blog are my own and are not associated with any other group or organization

Sunday, June 18, 2017

Do you love your customers?

Do you love your customers?  Well do you really?

A popular statement is 'We have a customer retention strategy".  What company today doesn't have one.  But customer retention is more than an automated email program, Google and Facebook Reviews and engaging with fans on Facebook.  Customer retention means listening to the customers concerns and working to solve them.  

In retail, especially one as competitive as the automotive business, the next sale is highly influenced by how the customer is treated when she brings in her vehicle for service.  And when she has issues, how they are resolved. you LOVE your customers?

Chris M Morales
647 393 3855
The opinions expressed on this blog are my own and are not associated with any other group or organization