I guess I’m on a tear again.  Over the last several weeks I’ve had to deal with several companies’ customer service departments, and I use that term very loosely.  Let me explain.

We have our phone, internet and cable service as a bundle, so we deal with one company for all three products. We decided we wanted to make some changes: downgrade our cable but move up a level in our internet speed. Since Randy delivers mail, he can’t always make calls like this, so I called.  After I explained what we wanted to do to the representative, she very quickly told me she’d be glad to upgrade our internet, but if we wanted to change to a lower package on our cable, my husband would have to call, because I wasn’t listed on the account to make changes… duh! So let me get this straight- you’ll take my word that we want to upgrade, but not to downgrade? How dumb is that? So Randy had to call and get things changed, and to add me to the account (this is the second or third time he’s called to add me, by the way).

Then several weeks ago, Randy’s bike messed up,  so he found a place online that sells used parts and ordered what he needed. He told them we were headed to Thunder Beach so he paid extra to have it shipped quickly. The part online looked exactly like his, same numbers, etc.  It got here all right, but it was the wrong part, but Randy didn’t know that until he’d tried to install it on his bike. He had to remove a couple of tabs so it would go in to the slot made for it. He and I both figured that since they sent it, it would work on his bike. It didn’t. We ended up using a friend’s bike to go to TB, and when we got home, Randy started working on getting things resolved. He emailed them to let them know they’d sent the wrong part, and that he’d taken the tabs off. ‘No problem’ the guy answered, just send it back and we’ll make it good. Randy sent it back  with delivery confirmation, and they got it within 3 or 4 days of him mailing it. About a week later, the guy decided to email Randy and let him know that the tabs were removed (!) and that they couldn’t accept it.  He said if he’d known Randy had done this, he wouldn’t have told him to send it back. Randy had in fact told them in one email that if they couldn’t take it back because of the tabs, he understood; they just needed to let him know one way or the other.

I understand anybody can make a mistake, but we’re still working on getting things straightened out with them.  I finally called this week to see what was going on; when I told the person who answered who I was and what I wanted he recognized the name and started in fussing at me.  He tried to say that Randy hadn’t told them he’d removed the tab- I pointed out I was looking at the emails that were sent, and yes, they were told before it was returned. Then he told me how big a company they were  and how they were so busy they didn’t have time to answer emails quickly. Apparently they’re so big they only have one person to answer phones, emails and fetch parts… he was one of the rudest people I’ve ever talked to.  I will steer clear of them in the future, and I’d suggest you do too- the name is  Drum Hill Cycles.  They’re mailing the part back, but I don’t expect to see it any time soon.

And then to top things off today- a friend who has trouble hearing on the phone asked me to call and find out when his billing cycle ends. I called, explained what I wanted and gave them all the information I had – their response? If he would call and verify that they could give me information, they’d be glad to talk to me. I said I understand, but if he could call to verify it’s OK for you to talk to me, then he could get the information himself. He can’t hear well enough to understand you, so how is he going to tell you it’s OK?  Talk about Catch- 22.

I just wonder at what point did we all get to be nimrods? Does good customer service not mean anything anymore? Are folks here in the south the only ones with enough gumption to be polite and kind to be people?  The guy at the parts place – he could just as easily say “ma’am, I’m so sorry, but there’s not anything we can do to help you. We can’t take the part back – we’ll have to ship it out to you.”  A little kindness would have gone a long way to make me feel better, and I would have considered using them again.  I guess that’s what we get for shopping outside the southern states.

My husband bought a 2000 Yamaha Roadstar about 2 1/2 years ago from a local bike dealer. It was dressed out, including good pipes, Corbin seats with backrests, and a set of Boss Bags.
When he bought the bike, one of the buckles was missing, but he didn’t worry about it too much; the other buckle was there, and the lids are heavy enough to stay down even unfastened, unless he’s REALLY moving.
Over the weekend someone mentioned to him that he might be able to get a replacement buckle from the company, so he came home, found the website (http://www.bossbags.com/) and emailed customer service for a catalog or part number so he could order the part.
On Sunday he emailed back and forth with a CS person, who found out what size bags he has, and whether they’re a new design or an older one.
Last night, he got an email from customer service saying the new buckle was on the way; it came in today’s mail.
Nowadays it’s very unusual for this kind of customer service, especially since Randy wasn’t the original buyer of the bike or the bags. I don’t know who the young man was who worked with my husband, but I’d say he deserves a salute – great job!

How does your customer service stand up to comparison?
I’ve had plenty of experiences with both very good and very bad customer service – in fact, one of my favorite memories of sales seminars is the story one instructor told about bad customer service. He had a very bad experience with a company, and when he tried to work things out with them, he seemed to run into every person in the company with a bad attitude. It got to the point that he asked to speak to a department manager in the company. When he finally was able to speak to him, he told him in great detail how horrible the company’s customer service had been, and when the manager asked him what he expected him to do about it.
The instructor then began to name what it would take to make him feel he’d been taken care of, and the manager said that was more than what he was willing to do. The instructor told him it would be the his job in life to ruin the reputation of that company. He’s done a good job, too- I think he tells that story at every seminar where he teaches. Any time I hear the name of that company, I immediately think of the salesman’s story.
I tell you this because we each need to remember that any time our customers or prospects have a bad experience with our company, they don’t forget it easily. We have to take a pro-active stand on customer service; if it’s possible, contact customers after any sale or service and make sure they’re satisfied. If they’re not, find out why, and do everything you can to rectify it. I’ve had several companies that didn’t get things right in the beginning, but their follow-up was so great and so pleasing that I’ll continue to do business with them, because they care about how I feel about them.

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