London Drugs: Alone Among the Electronics

Posted on October 29, 2009 Written by 4 Comments

When I told people my next customer service blog would be on London Drugs, the most common question I received was, “which department?”  So, to be fair, I will focus on that section of the store.

Halloween is fast approaching and for my costumer (‘70s Adult Film Star), I thought it would be a nice touch to have a tiny speaker play porn music from that era.  I found exactly what I was looking for on the London Drugs website.  The site did say that not all stores would carry every product but I decided to be adventurous and check out the local outlet without a pre-strike phone call.

The Order:
I made my way over to the electronics department and took a gander at the products, hoping to zero in on these speakers.    I walked right.  I walked left.  I even walked over to sections I knew wouldn’t have what I was looking for.  Why?  Because no one, not a single person from the three staffing the department was even pretending I was there.   I finally took myself over to the counter and asked if they carried the mini-speakers.  The staff member immediately said he hadn’t heard of it but to his credit, he did his job and came over to look at the area he believed the product to be in but nope, nothing.  “Maybe I should try the computer department.”

That’s another blog as I’m sticking to electronics here.  Needless to say, no luck there either.

I left.  Empty-handed.  A few days later I called another branch, fully prepared to take a bus out to the other London Drugs to get these $15 speakers.  Graham, the brother from another mother (and by mother I mean another London Drugs), reported he did indeed have the merchandise.  For giggles I asked him to check if my local store had the speakers.  Guess what?  They did.  Three of them.  Graham called the closer store and confirmed they were there and where to find them when I went to the store.  Thanks Graham.  If I meet you in person, I’m going to give you a cool nickname.  He’s “golden.”  (get it? Huh? Sad right?)

The Service:
Not just bad.  Wow-bad.  Actually, let’s be fair, I would have had to have been talked to and given some…or any sort of effort to even consider it “service.”  When I went into the electronics department, two things were obvious.  One, the three employees were far more interested in having a very uninteresting conversation with each other than doing their jobs.  Second, I WAS THE ONLY ONE IN THE DEPARTMENT!  It’s not like they couldn’t see me.  I wandered that area like a guy who wanders a lot.

When I did end up talking to an employee, he did the absolute minimum when it came to service.  If he had only checked his computer for back stock, offered to check a location nearby, or taken an order to get it into the store, he would have made me a happy camper and I would be writing a much different blog.

The Conclusion:
spork21 London Drugs: Alone Among the Electronicsspork21 London Drugs: Alone Among the Electronics
Booty Call – If I don’t have anything else better going on, I’ll stop by. The only thing that prevented this experience from being “friend zone” worthy is Graham, the guy from the other branch who ensured my speakers were where they were suppose to be.  London Drugs might just be a “friend with benefits”, don’t call me, I’ll call you.

Service Rating System:

Friend Zone - I just don’t like you in “that way.”
Booty Call - If I don’t have anything else better going on, I’ll stop by.
2nd Date – I’ll give you a second chance.
Going steady – This could be the beginning of something major.


The Tip:
As a customer, call staff out on bad customer service.  I’m not talking “3 o’clock in the smoke pit and bring your milk money” when I mean calling out.  Let them know that this isn’t acceptable.  When I called the branch London Drugs and discovered I had been given crap service by my local store, I asked the guy on the phone if it was policy to not check the computer if you’re not sure on stock? (yes mom, it’s a double negative but it’s there for effect).  The service metre was turned up to eleven, guilt and embarrassment kicked in and I got my speakers.  You have to let people know if their service sucks or they won’t know no better (did it again).

Filed Under: My Reviews Tagged: , , , , , , ,

Market on Yates: Robo-Personalities

Posted on October 21, 2009 Written by 6 Comments

I have lived most of life with a certain amount of freedom.  Since I was 17, I’ve had a car.  I started with a ’77 Toyota Celica and have roamed ever since.  Unfortunately, my life is a little more local these days.No car = your world is in walking distance.  This isn’t a bad thing but it does limit your selection when it comes to groceries.  My closest is a local company called – Market on Yates.

The Order:
I don’t usually go to the market for two reasons – limited produce and high prices.  I’m all about supporting local but I’m also a big fan of having money in my wallet.  It was about 8pm on a Saturday night (oh I do like to party) and I needed a few things to fill in the fridge gaps so I decided to visit.  I hit up two sections of the market – the deli and the produce.    One manned and one where I was left to my own devices.

The Service:
As I said before, the Market on Yates is a little on the pricier side so you’d think they would make up for it with amazing service.  Yeah…that didn’t happen.

First up, the produce.  I didn’t need much and I’m not really looking for assistance of any kind but at one point, I did go mano a mano with a dolly.  Not a girl, the transporter of boxes.  Sneaking up behind me was a milk jockey (what the hell would you call that job) with a dolly of dairy and a destination.  He just sat there behind me.  No “excuse me.” No “could I get by.” Nothing.  I got the impression that I should have known better and moved.  Sorry, just the guy paying your salary. I’ll get right out of your way.

Second, the deli.  After asking if I’d like anything,  the countergirl/woman became a mime. I ordered three things – a quiche (testosterone filled) which she wrapped, ham which she sliced…and when I said I changed my mind on the third thing…, she just walked away.   Literally just turned and left.  No “have a good night”, no “ok”, just, gone.  No personality.  No warmth.  No signs of life.  Stepford Deli.

I’d like to say the checkout counter was much different but the whole store seemed to be on auto-pilot with the personality of a No. 2 pencil (not with the crazy troll attachment on the end, those are crazy).

The Conclusion:
spork21 Market on Yates: Robo Personalitiesspork21 Market on Yates: Robo Personalitiesspork21 Market on Yates: Robo Personalities
2nd Date – I’ll give you a second chance.   But I’d like a few things next time – eye contact, a smile, a pulse.  I don’t care that it was 8pm on a Saturday.  It could have been 8am or 3pm, the service should be the same. Give me some effort!  I’ll go out with you again but it’s more out of lack of options than a desire for a long-term relationship.

Service Rating System:

Friend Zone - I just don’t like you in “that way.”
Booty Call -  If I don’t have anything else better going on, I’ll stop by.
2nd Date – I’ll give you a second chance.
Going steady – This could be the beginning of something major.


The Tip:
It’s all in the little things.  A smile.  A nod.  A “have a good day”.  I once served in Australia where a philosophy of no tipping results in little to no customer service in the land down under.  (why did that sound inappropriate?)  I’m Canadian and trained to serve so for every Aussie table I had, I got them water…even if they hadn’t ordered one! Or any drink for that matter.  I apparently opened the Australian customer world’s eyes to something it had never thought possible.  The compliments, the raves, the kudos and all I did was put a glass under a tap and drop it on a piece of wood.  Thanks to a little thing, I consistently made tips in a country that didn’t believe in it.

UpSOLD:
This is a section I’m using to suggest links on customer service.  The good, the bad and the ugly.  Lance Peverley of the Peace Arch News in White Rock, B.C. recently wrote an article you should definitely check out.  Click here: A few tips for the service industry.

Filed Under: My Reviews Tagged: , , , , ,

BC Ferries: Courage Under Fire

Posted on October 16, 2009 Written by 3 Comments

Living on an island means 3 things: lots of water, a laid back lifestyle…and ferries.  As someone who has many friends and family on the mainland, that BC Ferry ride (1 hour and 35 minutes) is a big part of my life.  Even more so these days because my work takes me to Surrey and Langley.

I usually just stay in my car rather than fight for a window seat or get in line for the White Spot restaurant (proof that yes, a captive audience will pay 15 bucks for a mediocre, diner burger).  But for this week’s festivities, I was treated to something special and this is before I even got on the boat.

The Order:
Last Friday night, after a day working in Surrey, I was planning on getting back to the island only to hear a fire broke out on one of the ferries.  The radio says 5 hour waits.  I thought I’d wait until Saturday…and so did about 1500 of my fine ferry friends.  I arrived at the ferry at 11:30am with full intentions of a long wait.  The radio had even said 3pm was my best bet.  I got the 4pm…home by 6:30.  Here’s the math: 7 hours.   I was in pretty good spirits but I can’t say I had a lot of company with positive thoughts of unicorns and creamsicles.  I actually heard more profanity in that queue than an episode of To Serve and Protect, Surrey Edition.

The Service:
Under the circumstances, very good.  My two encounters started with the ticket counter where I actually felt empathy, not sympathy, from the cashier.  She felt genuinely guilty and bad that she had to tell me I’d probably be waiting 4-5 hours.  Hard to get mad at her for that.

My second example was really a spectator sport.  The attendants at the front of the line ups had to field questions, complaints, and bile of prospective passengers.  Audio samples -  “You’re a f-ing idiot” (10 times, same woman), “When’s row # going to be on?” (89 times) and “I’m supposed to be at work right now” (personal fav at once).  I actually heard one attendant use a phrase I never thought would be uttered from a real person’s lips: “The mob is getting unruly.”  And he meant it.

Through all this tension, the attendants were calm.  I can’t say there were a lot of smiles but they answered what they could, apologized where they couldn’t and generally did their best.  I even heard ferry workers worked late into the night to make sure everyone got where they needed to go.

The Conclusion on BC Ferries:
spork21 BC Ferries: Courage Under Firespork21 BC Ferries: Courage Under Firespork21 BC Ferries: Courage Under Firespork21 BC Ferries: Courage Under Fire

Going steady – This could be the beginning of something major. Under extraordinary circumstances, and the anger of a mob (minus torches and pitchforks) I have to give kudos to the BC Ferry team.  Crappy weekend but you’re cooler than the Fonz.  (did that date me?)

Service Rating System:

Friend Zone - I just don’t like you in “that way.”
Booty Call -  If I don’t have anything else better going on, I’ll stop by.
2nd Date – I’ll give you a second chance.
Going steady – This could be the beginning of something major.

*Visit “Rating the Upsell” for a better description.

The Tip:
No matter how angry the customer gets, you have to paint on the smile.  Nutjob McNutty is saying things about your mother and you have to take it.  Well some jobs you can hang up on them, but most you just have to be present.  A receptacle of the dissatisfied customer.  Walk away if you have to after and take a few minutes.  Regardless if the customer is right, has a point or is completely an ass (there are a few), you can’t take it personally and you can’t have their impact on you affect the next customer.

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Service Isn't About Money – Guest Blog

Posted on October 7, 2009 Written by 3 Comments

In response to last week’s Pet Peeve blog, I received some great responses.  I want to share one this week from my co-worker Stacie.

In difficult, tough economic times such as these, customer service representatives should be at the top of their games. There are certain things that we have to do in life these days: keep money in the bank and pay our cable bills. The trick is there is not just ONE service provider for these services and it seems as though organizations should be fighting for their share of customers. Instead, I feel like I am fighting  and arguing for good service.

1)      I have a serious rage on for Royal Bank right now and they have lost my business (and anyone else I can get my hands on) for life, all because of two individuals who were rude, condescending and stubborn.  I took my mortgage elsewhere because I felt as though I was being talked down to and taken advantage of. Poor move on their part – I’m young and at the beginning of my financial journey, they could have had unlimited future business with me.
I thought I’d give them a second chance when I went to open a joint bank account. After sitting on hold with an RBC operator out of India just to make an appointment to see someone in Victoria, I was rudely rushed out of the branch by a woman who told me I was not her customer and she didn’t know what to do with my situation. So, I walked across the street to TD bank talk to someone who didn’t treat me like a piece of…

2)      After dropping $1200 with my bf at Future Shop a few weeks ago, I needed to go pick up the last pieces of our purchase. The employee who I spoke to quickly realized that I wasn’t going there to purchase anything, thus he wouldn’t make any commission, he passed me on to 3 different people. Finally a cashier, who doesn’t make commission, helped me find my purchases.

3)      Don’t get me wrong, I looooove sitting on hold with Shaw Cable once a week trying to get my internet to work or my new cable box that they “gave me for free”. I also love being talked to like an idiot while the Shaw guy asks me if my television has power. Tone and understanding goes a loooong way.

I’m a pretty easy person to get along with, just be nice to me and sympathize with the issues that I’m having. One thing I don’t have time for is people who are rude and condescending, especially when I’m paying for it.

Thanks Stacie.  I want to re-iterate this isn’t about the companies.   It’s about the individuals that work for them and your personal/individual experiences.  Have some pet peeves of your own?  Let me know and while you’re at it, take the poll:

Filed Under: My Pet Peeves Tagged: , , , , , ,