Blog Archives

Whatever happened to customer service?

If you haven’t noticed by now, I appreciate good customer service and get upset with poor service. I haven’t really ranted about customer service for awhile so…

48-Hours to Schedule an Oil Change

When I needed to schedule an oil change, I went to the dealership website and they direct all service appointments to this online scheduling form… as in you can’t call the service department directly or find how to make an appointment if you don’t want to do the form. So I filled in the form and waited more than 24 hours. I heard nothing… so I called the dealership and asked to be transferred to service. I had to leave a voice mail. I missed the call back (let me not they called me back right at closing time) and asked me to call them the next day when they were open again. I said that I wanted an appointment for any time on Friday. ANY TIME! I can even drop my car off in the morning and leave it with them all day to squeeze in. Why couldn’t they just schedule it or tell me that Friday wasn’t available?  The next morning, before they were “open” I actually got an email, saying to call and schedule an appointment for the next week and Friday wasn’t good. Two days after I made the original request.  I was able to get an appointment for tomorrow so they called my husband to confirm. What is that? I’ve mentioned before that the dealer hasn’t been the best about customer service anyway. I love my car, but when my lease is up, I’ll be taking my business elsewhere.

Meter Inspection Date

Then the gas company needs to inspect our meter, which surprise, surprise it’s not accessible from the outside and someone needs to let them into our home to look at the meter. The postcard they sent said, “make every effort to do the work at a date a time that is convenient for you.”

The postcard’s message.

That turned out to be a load of crap. We tried to schedule a real, actual appointment at a convenient time just to find out that you aren’t able to schedule a date and time, just give them a time frame (ie morning, afternoon, evening) and they’ll call you “30 minutes” before arriving at your house. My husband was able to get us “an evening” which is defined by 4:30-8:30 on some evening at some time in the future… We didn’t know when. Last night when we got home, there was a tag on the door that they had come for an inspection. Neither of us got a call, they just showed up sometime during the work day. Brad called them and explained that they never called, had they called him he could have been home and the inspection would be done… wonder of wonders! They gave us a date… an actual date for the inspection! Like he’d asked for in the first place. Let’s see if we actually get a call now…

Have you noticed a recent increase in advertising that highlight excellent service as a benefit? The reason why is because everyone pretty much sucks at customer service, so companies that have truly good service have their different and better right there.

Rant Over.

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Best Friend of Big Brother?

The Utility Circus

You’re Doing It Wrong

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Dress to Date Night Top

I bought this dress on a super clearance from Target, in all honesty I needed to spend just a few dollars more for free shipping or something and I liked the print.

I wore this once as a dress over the winter with tights, boots and a sweater. I felt a little awkward, it came to a “midi” length on me which isn’t my best length option and felt just a bit too busy. I decided to change it up that day.

Old image via Target

I really liked the soft jersey material and the cowl neck, so I literally just chopped it off a few inches below the belt loops. I’ve now worn it several times to work with dress pants or with jeans. Last Friday, I wore it with jeans and my favorite green flats. After work Brad and I headed out for a date night. Read the rest of this entry

Feeling Left Out

I’m back on the customer service, good communication, former car dealership employee platform.

In late December, I traded in my car for a newer model. It wasn’t a stellar experience, but it also wasn’t horrible. Our salesman and the mangers knew that we were buying the car for me. My name was in the computer already because I’d taken my old car there for maintenance. Me, me, me! (Do I sound whiney?)

We’re even dressed alike!

The new car is in both of our names. My information was first on all of the paperwork. I drive the car every day. I keep the car clean. I will take the car in for scheduled  maintenance.

So imagine my surprise, when thank you emails arrived in my inbox, at an email address that is my name, that were addressed to Brad. I got phone calls on my cell number for Brad from the dealership. The card in the mail, the calendar, the junk they send…. all addressed to Brad (and only Brad). When we picked up my plates and registration, Brad’s name was first. (And they called him to report that the plates were in.)

Then to add insult to injury, I got “Happy Birthday!” emails for Brad, all throughout February. I have no idea why I’m surprised that with my birthday in two days I haven’t received anything addressed to me for my own car.

It’s probably something alphabetical, but it feels pretty sexist. I made the buying decision for this vehicle. I’m also the one deciding whether or not to return to that auto group for future vehicle needs and frankly, it’s not looking good.

The bottom line: Read the rest of this entry

How to lose fans and allienate supporters

Lately some sort of flu is going around the social media community that ticks me off. It causes community managers (or the intern or volunteer people put in charge of Facebook and Twitter) to host a giveaway and announce that the X number liker or follower will win a prize. I have been know to unlike and unfollow brands that do this.

Seriously?

You want to get more supporters and gain a larger social audience… I follow you so far. But giving away a gift card to the 2,000th (or whatever) person who likes your page, follows you, etc. is a slap in the face from those who have been with you from the beginning… you know before you started giving away free stuff?

Follower/fan drives, can be an effective way to get more visibility online… but not at the expense of losing the people who actually stand behind your brand.

So shift your focus off the exact numerical “supporter” and instead do a drawing… the fair way, that your supporters can all get excited about.

Your message should be, “We’re excited to reach X number of fans/followers soon. Once we hit X number, we’ll draw the name of one (or more!) of our supporters to win a prize!”

It seems so incredibly simple and fair to me.

Don’t forget to say thanks to the people who make (or break) your brand online.

Who out there is doing this well?

Related Posts:

Ask and you shall receive

Put the “social” in social media

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Not Too Young

I would like to rant vent about my peers for a moment… Let me start by saying, it is in no way our right to judge the life decisions of our peers, especially without examining our own decisions first.

I’m getting pretty sick and tired of all of the crap commentary I’m reading from people in their 20s about getting married. I’m talking about the people who apparently think I was out of my mind for getting married soon after college.

Everyone in my age group (let’s say ages 20-25, I’m not going to cover a whole generation) are in totally different places in their lives. There’s everything from people who started working straight out of high school, to people working toward a degree and college grads with and without jobs then there are people in grad school. Some of us are married, some engaged, dating or single. Some are even parents. And we’re all about the same age. Read the rest of this entry