You Can Write Blogs that Big Business Will Notice

Posted on December 31, 2011 Written by 2 Comments

It’s the end of 2011 and by now you’ve probably been inundated with about a billion Top 10 lists, “best of” lists, “my favourite” lists, “your favourite” lists, “most viewed” lists, and lists about lists. TV, social media, newspapers…it’s hard to escape the “year in review” wave, so if you can’t beat them, join them. (insert sarcastic laughter here).

stockfresh 63072 make yourself heard sizeS 300x199 You Can Write Blogs that Big Business Will Notice

Your mouth doesn't have to be this big to be successful

This list is more about reflection and realization than it is about the year gone by. Since starting this blog, and long before, I’ve heard countless people complain about how bad customer service is getting, how badly they’ve been wronged and that nobody ever listens. Thankfully, you’ve got a lot more power than you know you do. Guest blogging on The Upsell or starting our own online presence allows you to get your message across. Hell, sometimes it even scares the bujesus out of some businesses, big and small. Below are three blogs that got the attention of some pretty significant companies. My secret: I wrote something, people read it, people commented and/or shared it, companies noticed it.

1)   London Drugs: Alone Among the Electronics – One of my first blogs, with this one focusing on staffing levels. A rep from London Drugs commented (since been lost due to a change in commenting platforms) that they had passed it on. The funny part is I ran into that same rep a few months later to find out that I had caused a little worry in their Executive…they’d not been singled out like that in a negative blog and didn’t know how to react. I did get their attention though.

2)   Best Buy: Shhh Listen – I was contacted through a Best Buy rep and told they would fix my issue. The problem is, the issue they fixed actually wasn’t the issue I had. It’s good they’re paying attention and monitoring what’s being said but there’s a difference in “reading” versus “hearing”. I just had to write a follow up blog.

3)   Sears: Customer Service Jekyll & Hyde – My most recent big box store encounter was a case of good in-house customer service vs. bad delivery. This blog resulted in multiple phone calls, Twitter responses and a resolution to my issue. Not bad for a couple hundred words.

The “power of social media” gets thrown around a lot but it really does give a voice to those that didn’t feel like they are being heard. I’m not saying you should rant for ranting’s sake…there’s way too many trolls doing that already (you know who you are). I’m talking about holding businesses accountable in a constructive, critical way, and making sure they stand behind their product. Not in an “insert f-bomb and non-sensical tirade here.” If you’re creative, clear and concerned, you’ll be amazed at how effective you can be. Pick a platform you’re comfortable with and go to town, you could be the next United Airlines Breaks Guitars guy/gal. And you always have the option of guest reviewing here on the Upsell.

Express your concerns, big business is listening.

Filed Under: My Tips Tagged: , , , , , , ,

Sears: Did Their Customer Service Deliver?

Posted on October 2, 2011 Written by Leave a Comment

I recently had a mixed experience with Sears. (Here’s the blog) What started out amazing in their store failed miserably once it was left in the hands of their delivery customer service. As I’ve come to learn from writing this blog, the best way to share constructive criticism is through a blog. So far, I’ve gotten the attention of London Drugs, Best Buy, local bakery Bubby Rose and now Sears. Soon after my original post, I was contacted by not only “Lizzie”, who operates their Twitter account, but also the local Sears Home manager who had been contacted by executive. Ah, the beauty of social media.

Sears Tweet Sears: Did Their Customer Service Deliver?

A promise kept?

THE ORDER:
I was first contacted by Nancy Smith with the executive office, who asked if she could help resolve my issue and asked for my phone number. I responded, “I’d like to see what you can do to help” and included the number. Never heard from Nancy again. Bye, Nancy. I barely knew ye. But I was then contacted by Margaret Ramsay, who store manages the Victoria location of Sears Home (where my little adventure all began). When I say contacted, I mean two phone calls and an email. I was unavailable so they certainly were making a point of trying to contact me. When I was able to contact Sears, it was the weekend so I was directed the (mattress) department manager Hector, who invited me to the store to remedy my mattress problem. (Recap: last I’d heard, the mattress I’d purchased from Sears wasn’t  coming and they didn’t know when it might show up.) Upon my arrival, I was offered an option of two other mattresses that were similar or better than the one I’d initially chosen. After rolling around the two options, I chose what I wanted. They also honoured the “free gift” you get with buying a Sears product (I’d initially bought a Sears mattress and this one wasn’t). After a bit of waiting to get the issue ironed out through paperwork, I worked out the time/day for delivery. A week later, the mattress arrived as agreed upon.

THE SERVICE:
Though I never actually talked to Nancy or Margaret, my experience with Hector was great. Though I did get the feeling this wasn’t the first (2nd, 3rd, 4th or 5th) time they’ve had problems with delivery customer service. When I arrived at Sears Home, I was reassured that the mattresses were IN the Victoria warehouse, and not back east. Interesting point to make as I’d only complained about the delivery service…not knowing where the issue was. Mental note made. So the in-store service was great but then again it was great the first time too. How about the delivery? Well, they did show up. Can I say they were friendly, accommodating and service-oriented? Nope. My girlfriend accepted the delivery and told me they barely even acknowledged her. But in this case, I was more interested in getting what I bought, less about service with a smile…or a smirk.

THE CONCLUSION:
spork21 Sears: Did Their Customer Service Deliver?spork21 Sears: Did Their Customer Service Deliver?spork21 Sears: Did Their Customer Service Deliver?2nd Date – I’ll give you a second chance. The big question, “will I go on another date with Sears?”…Yes. Their service in-store was exceptional but it had got to the point where I wasn’t going to go to them based on their service. After I wrote that last blog, I’ve never had so many people, either over social media or in person, tell me they’ve had as bad or worse when it comes to Sears delivery. This certainly sounds like an ongoing issue to be addressed. But I can only speak for myself, and they did fix my problem. That’s worth a second chance.

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.

Sears: Did Their Customer Service Deliver?
Filed Under: My Reviews Tagged: , , , , , ,

Night of the Living Dead Upsell

Posted on December 7, 2010 Written by 1 Comment

I’ve noticed a disturbing trend recently. It’s upsetting, uncomfortable and down right uncalled for. Yes, that’s right – the awkward upsell.

Recently, at both London Drugs and the Great Canadian Superstore, I was put in an uncomfortable position. Let’s look at the London Drugs scenario…

I’m behind a lady who is asked by the cashier if she found everything she was looking for (little late to ask that if she’s ready to pay now) and if she’s interested in chocolate coins or lip balm, their “special feature” today (FYI – “special feature” doesn’t mean it’s on sale, it usually just means they have too many of something and want to get rid of it. Applies to restaurants too). The cashier recited her script and sounded like she was saying it because management told her to.

casher 150x150 Night of the Living Dead Upsell

I see you have only groceries. Would you like some lip balm?

I’m up next. I have laundry detergent, some scrub brushes and paper towels (I’m a clean guy). Without missing a beat, the cashier goes into her messaging, “everything found OK? Want some chocolate and lip stuff?” Did she look at what I bought? Obviously not.

What do you think the impression I had leaving the store? Do you think I left that store thinking, “Wow, thank goodness she highlighted those chocolate coins. Obviously with all my cleaning supplies, I had a hankering for some sweet cocoa?” Not so much. Just a feeling of sadness for the cashier for being forced to mime that crap.

I’m a fan of the upsell. Obviously, I named my blog after it. But the ultimate upsell is good customer service, not a script you tell everyone so no one feels special.

How it should go – “Doing some cleaning? Did you notice we have window cleaner on special until tomorrow?”  It’s relatable to what I’m already buying. It doesn’t seem out of place. It’s conversational and engaging, not forced.

People want to talk to and buy from people, not zombies droning on with pre-rehearsed babble they have to tell everyone…especially when customers have heard it twice already from the two interactions ahead of them.

Treat a person like a person, not a number with an opportunity for a sale.

Oh, and no lip balm. Thanks.

Night of the Living Dead Upsell
Filed Under: Follow Ups, My Tips Tagged: , , , , , , , , ,

Cell Phone Dealers: Bad Reception/Good Reception

Posted on November 12, 2009 Written by 3 Comments

Sorry for the delay.  I actually had a blog all typed up and ready to go on a certain financial institution but my experience yesterday trumped that one.  And you have to be pretty bad to bump my banking experiences…

I’ve decided to get an inexpensive (salesman speak for cheap) phone as I already have a work phone but that’s really just for work.  It really is.  So a 20 buck cell phone plan and I’m good to go.  I already have a phone that I have actually paid for by completing the plan so I just want to use that.  I know, novel idea.

The Order:
First stop, FIDO on Yates and Blanshard in Victoria.  Now, after my previous experience in London Drugs, I’m kind of looking for trouble aka I’m curious to see how long it takes for service people to acknowledge my existence.  I waited.  I wandered.  I waited again.  I waited 10 MINUTES and no one even said “hello” or “I’ll be right with you”.  Nada.  So I headed off to the Bay Centre mall.

I arrived at a Wireless Wave kiosk where one gentleman took the time to go over the different plans, what I was restricted to because of my “paid for” phone, and what other options I had.  At the end of the day I didn’t do anything.  No new phone.  No old new phone.  Nothing.  But I did get his card in case I wanted to follow up.

The Service:
This would be the service equivalent of zero to 60.  First up: FIDO.

Much like the previous London Drugs experience, I was completely ignored in the store.  There were two people working.  One girl helping a couple and a big guy…as far as I could tell, doing nothing.  I was looking at things I had no interest in.  (bluetooth is for nerds…until I get one). The female employee was attractive, maybe the guy was hoping if he stood beside her long enough she may fall in love with him?  I don’t know.  I have no idea how this guy couldn’t just say, “I’ll be with you in a moment” or even “hello”.  I actually started laughing with how long I waited there in silence, picking up phones and brochures, putting them down.  10 minutes.  I timed it.

Wireless Wave.  Excellent service.  When I arrived, one employee was with a couple while the other was on the phone.  The one on the phone actually made a point of letting me know they’d be with me in a minute…and he was on the phone!  They answered all my questions.  And though I did take some time with them, they still made a point of acknowledging everyone else who came up that they couldn’t get to right away.  Brilliant!  I didn’t buy anything but if I do, FIDO still work for me…I’ll just go to Wireless Wave instead of the an actual branch.

I hope the girl at FIDO makes the guy wait and wander before she gets back to him.

Side Note:
A rep from London Drugs contacted me both on this blog and on Twitter.  The rep asked at what locations my experiences happened and my remarks had been passed on to customer service.  Nice to know they’re paying attention.  However, one thing I should mention.  I’ve had this rep’s job.  I hope they are right and that my experience will be better  but please don’t tell my comments are “valid” (they said it twice).  OF COURSE THEY’RE VALID.  ALL CUSTOMER COMPLAINTS ARE VALID EVEN BY THE CRAZY PEOPLE.  Bad customer service is bad customer service.  I look forward to my next visit.

The Conclusion:
Cell Phone Dealers: Bad Reception/Good Reception
FIDO: Friend Zone - I just don’t like you in “that way.”  What customer service?
spork21 Cell Phone Dealers: Bad Reception/Good Receptionspork21 Cell Phone Dealers: Bad Reception/Good Receptionspork21 Cell Phone Dealers: Bad Reception/Good Receptionspork21 Cell Phone Dealers: Bad Reception/Good Reception
Wireless Wave: Going steady – This could be the beginning of something major.  You said hi.  Answered all my questions.  Talked to me like a person, not a customer.  Hey, Wireless Wave, can I take you to prom?

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:
The Vancouver Sun recently did an article on “Pet Peeves from the dining world” that highlighted the various issues both servers and customers have.  For the most part it was pretty spot on.  I’m glad the problem of taking plates away when not everyone is finished was addressed.  However, there were two things I wanted to clarify from the article’s On the Menu section:

  1. Specials and Features on a menu are NOT the same thing.  Specials are dishes that aren’t normally on the menu, i.e. lobster ravioli at a restaurant that normally doesn’t have lobster anywhere on the menu but it is a special that night.  Features, on the other hand, tend to be items already on the menu that they’re trying to unload.  I agree with the article that they should be a little cheaper as the restaurant probably ordered too many of them.
  2. Hey, server who complains about getting tea/water with lemon because it’s too much work with no payback…get a new job because you suck at this one.  Guess what your job is.  TO SERVE!  Sometimes you’ll get tipped way too much for little work and vice versa.  It all evens out.  But not for you…you suck.
Filed Under: My Reviews Tagged: , , , , , ,

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: , , , , , , ,