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I know this is already a
tired subject for the list (it is for me, at least), but my scruples tell me I owe it to all involved to finish
the story.
After my frankly
unsatisfying phonecall with Vinny at Summit, my wife told me it wasn't just
once, or twice, but 6 times she's called there and gotten less-than-friendly
service. I decided I'd send Summit an e-mail - practically a cut
& paste of what I've sent to this list - explaining my grievances.
The next morning, I got
an e-mail response from John, a Sr. Supervisor in Summit's customer service
dept. (I may have the name incorrect, I'll have to hunt down the e-mail). In it,
he asked for more details. I told him I'd rather talk on the phone. In my
opinion, you can tell far more about what a person means by how they say it.
Anyone can write the words "I'm sorry" in an e-mail, but you can usually tell if
they mean it if you hear them say it.
The conversation went
extremely well. John disputed Vinny's claim that there's no way to track
down who a customer talked to. John stated that their phone system keeps
records of which CSR talked to a customer based on phone #. Vinny said
that wasn't possible (I knew it was because we did exactly that, with similar
software, at my previous job). John stated - rather vehemently -
that he was going to track down who the people were and deal with them
accordingly. Naturally he couldn't say what that was, because he
needed to gather all the facts first, but I did leave the phone call believing
that certain heads were gonna roll around there.
John and I ended up
shooting the shit for another 10 mins or so and he told me that the next time my
wife calls, if anyone gives her trouble, that she should ask specifically for
him.
Ladies & gentlemen,
this is how to keep customers. Mistakes happen. People have bad days. I've
had them, we've all had them. But when a customer complains, they do it because
they care. How many of us have simply just walked out of a store or
restaurant, or paid our bill somewhere and never come back? But
when a customer complains, they're saying "I want to give you my business,
but you gotta fix something first". John knew this and knew
how to deal with the situation. Kudos to him.
Will I send more business
to Summit? Probably. And I damn sure will escalate my call to John if/
when I get someone I don't like on the phone.
Will I send more business
to OPG? Probably, as long as I don't run into the shipping/ backorder
issues others have mentioned.
Anyway, just thought I'd
finish the story. Thanks for reading.
Karl Groves
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- [Chevelle-list] A part 3? (was RE: Part 2 (was RE: Small Rant... Karl Groves
