Jim faced two scenarios in the space of a week.
First, Jim needs new gutters for his home.
They were old and needed to be replaced. He needed new ones installed before Spring rolled around, given the amount of rain that was expected for that season.
He called Quality Gutters since they had advertised a “free no-risk consultation,” where a contractor would visit his home, inspect the problem and give him an estimate to replace the gutters in around an hour. Read the rest of this entry »
My husband, Brent, loves pecan pie. His obsession extends to sampling it in every restaurant, as well as requesting it special made every time he visits his mother. Then, we found IT in Pawley’s Island, SC at Kudzu’s. This pie we fight over who gets the crust crumbs – even 4 days later. The nuts are fresh, it’s sweet but not overly sweet. It seems to get better with age – have you ever had a pie that got better with age? This is THE PIE that real pie lovers search for their entire lives.
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ProblemTrue to form, I managed to find the slow line while checking out at Publix. Not only slow, but stalled. I was behind a mega-coupon queen. By the time I realized my predicament I had already unloaded my cart. So, I just resigned myself to a long, hopefully patient wait. Honestly — as a customer service leader, I have learned to temper my waiting impatience. I’m trying to work on remembering how I like to be treated when I’m the one giving service.
All of a sudden, the cowbells appeared. My cashier didn’t pause in her service to the customer in front of her, but she picked up a cowbell and rang it. Then I noticed her glancing at the Service Desk Agent. That person looked up from their customer transaction and rang a cowbell in return…whoa! What was going on here? Was it time for the cows to come home?!
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I was delighted yesterday by outstanding customer service from a “big-box” company. Not just delighted — actually blown away. 
It’s reinforced for me the concept that every company can give good customer service if it’s really important to them. In other words, service is not dead, but very much alive and well.
It started with my mistake. I missed paying a Staples invoice 11 months ago. I had no idea about my oversight until I got a phone call from a collections agency. Yikes! Of course, digging up paperwork and an account manager’s id after 11 months was a struggle. I logged into my corporate account, but couldn’t find any missed payments. So, I did what any baffled customer does — I emailed Staples Customer Service. In fact, I found 2 different ways to email them. That’s when the magic started happening…
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Major retail players are striking out these days when it comes to user experience.
No doubt, the online shopping growth phenomenon of the last 3–5 years has contributed toward the declining user experience batting average.
What’s causing them to swing and miss?
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