A while back, I did a customer service review of a Best Buy experience. You can read the whole sordid tale but the bottom line is, there was a serious lack of listening. I don’t know if it was an ear wax problem, a loss in translation, or just a complete misunderstanding…but it didn’t go well.
Fast forward a few months and I’ve been contacted by three different representatives of Best Buy because of that blog. Good customer service? Well that’s to be decided but at least they are listening and that is nothing but positive.
The gist of the original story is this: my $50 gift certificate was mistakenly deleted at the till by the cashier and when I tried to explain this to the manager, they pretty told me I was wrong. A little explaining, a couple of their lightbulbs went on, and tada…my order was put through 30 minutes later. And now the response…
THE FOLLOW UP:
First, Jason wrote a comment on the blog saying though he’s from the U.S., he has contacts with Best Buy Canada and wants to “make it right by me.” I contact him via email and explain the issue was more they wouldn’t listen rather than the gift card (which did eventually work).
Second, a month later, Marianne from the Executive Resolution team at Best Buy Canadian Headquarters contacts me and apologizes for any “inconvenience [I] may have experienced regarding [my] gift Card in [their] best Buy Store.” (I thought the problem was they didn’t believe me). She asked for detailed info like date, store location, and if I still had the card (um, no. It was run through remember?). Unfortunately I no longer had my receipt but apparently they can track your information down if you give them enough details. Good to know in future.
Lastly, I was told Christina, Operating Manager from the store in question: Langley, would help “resolve [my] gift card issue.” Sure enough, Christina says “I have heard it was a $50 gift card that was somehow lost in ‘cyberspace’.” (Actually no, the issue was your staff didn’t listen and somehow that seems to be continuing). Keep in mind, I’ve explained in my blog and in an email that I did actually use my gift certificate…it just took 30 minutes to get to that point.
I arranged a time that worked for me and received a bright and shiny new gift card. Um, OK.
BEST BUY Conclusion (THE FOLLOW UP):
Friend Zone – I just don’t like you in “that way.” The whole problem was the reaction from the Best Buy staff when I tried to explain the gift card issue, not the gift card. I get that this issue is hard to resolve for the customer after-the-fact. And as much as I appreciate the online issue monitoring (though a month to get the ball rolling isn’t really timely), by the time the message got to the Langley store, the manager had no idea the real reason there was a problem. Issues can’t be addressed if the internal communications fail.
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 UpSOLD! (courtesy of @lacouvee)
Samuel’s by the Park– I am a board member of a small not for profit. We were looking for a restaurant that could accommodate 10 – 15 people without having to pay $35 – $50 per person, as is often the case if booking for a group. Our party was not large enough to reserve the separate dining room, but staff kindly screened off our table from the other diners, since we had some board business to conduct.
The $20 dinner menu included soup or salad, choice of entrée and dessert – bargain prices definitely. What was not bargain was the service. Staff was attentive throughout the meal without being over familiar. Our drink orders arrived promptly; members who needed to leave early were accommodated; the food was uniformly good (quality and presentation); special dietary needs were met.
The restaurant was very busy (reservations are recommended) and yet our group never felt rushed or hurried. Brunch is served on Sundays at Samuel’s – I will return.
I’ve been having a bit of a love/hate banter on Twitter recently on whether you should pay more for better customer service.
The argument is that you get what you pay for. Would you pay more to get better service? Should you have to? What do you think?
Download My FREE Guide
In this ebook, you'll learn 5 ways to level UP your customer relationships and foster retention.