Customer Service Gone Wrong

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.

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...

People Matter

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...

Chris

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

Disabled Parking Stickers Make Me Crazy

I'm pissed about disabled parking stickers.  Specifically their abuse.  It seems that if you have one, you can park anywhere you like for as long as you like!

We live in a medium sized apartment complex.  The entry road in is wide enough for 2 vehicles to pass safely.  Things are a bit trickier when vehicles park legally on the south side, the side away from the front of the building.  A tighter squeeze, but manageable if taken more slowly.  On the north side, there is no 'parking'.  This is clearly indicated by multiple signs.  Pull up, drop off, move on.

Recently however, an individual has taken to parking his vehicle on the north, no parking side.  And not just for short periods.  Often on weekends, his vehicle is parked 'illegally' from Friday till Monday!  He gets away with it because prominently displayed on the dashboard is a disabled parking sticker.  The result is major inconvenience and potential safety hazzard for everyone in our complex with the roadway reduced to one lane only!

I've spoken to him on more than one occasion.  He ignores me.  Oh, I neglected to mention that he is NOT disabled.  Nor are any of the others I've seen with him in his car.

The City of Toronto enforces parking on the south side but turn a blind eye to this vehicle parked on the north side.  Just one of the perks of having a disabled parking sticker...and misusing it!

I feel bad for those vehicles that use their disabled parking stickers responsibly to save an extra step or park close to a ramp.  This is truly a case of how one bad apple can spoil the whole bunch!

Until next time...

Chris

A Rant About Refrigerators

This week I'm ranting about refrigerators.  Specifically the words used by refrigerator manufacturers to describe Standard versus Counter Depth!  This is an egregious example of marketing doublespeak!  And it came to light when we started searching for a new refrigerator.

We've had a decent model for the past 10 years.  It's white to match the cabinets, dishwasher, microwave and stove. We thought this would be a relatively straightforward experience.  We recently updated the stove with a beautiful, ceramic topped convection model. We ordered it online after checking and double checking the dimensions. But all we had to confirm was the width...The depth and height were 'Standard'.  It fit perfectly first time!

Alas.  Shopping for a replacement refrigerator was not so easy. Very quickly in our search we ran into the Standard Depth versus Counter Depth issue.  Yes, refrigerator manufactures make two different refrigerator depths.  And they way they describe them is completely backward.  Unlike the stove, 'Standard Depth' refrigerators stick out on average 6 to 8 inches beyond the 'Standard Depth' counter.  "Counter Depth' refrigerators stick out only a couple of inches. In my opinion, the 'Standard Depth' refrigerator should be the 'Standard' and the other models should be called 'Deep'.   

I've been in marketing all my working life. I've seen a lot of crazy nomenclature..."Mandatory Option" being my favourite from the automotive industry.  While searching for a replacement refrigerator, 'Standard Depth' from the refrigerator industry is now number one!

We're disappointed and pissed off.  We're ready to buy! But can't find the right product.  If you can help, email us:  chris@chrismorales.ca

Until next time...