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Evil Stepmother


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Customer Vent
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I work for a social service provider and get the email sent to  our agency website.  Our website clearly states that a certain assistance program is currently not accepting applications.

This morning I had an email from someone asking that we mail an application for that program.  I want to copy and paste the info from our website as my reply, but I won't.  I'll say I'm sorry, we can't help her, but she might try Agency B or Agency C. 

Last week I had an email from someone in a different part of the state with a problem my agency does not have any jurisdiction over. In fact, the rural area she's in doesn't have much to remidy her problem.  I sent her a couple leads to pursue for her issue.  She sent another question and I called another place and sent her some more information.

Her third email simply said.  "Fine.  I will pursue it at a Federal Level."

I'd love to wait a few weeks and send her an email to ask, "So how'd that work out for ya?"  but that would probably be bad customer service.

evileye



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EmmDee


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I have two many customer vents to put out there for sure. IVY on people Just Not Getting It.

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RichardInTN


I believe in I.D.I.C.

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IVY on the vents.

I can think of MANY "customer issues" that I've had over my many years in "service industries".

I'm sorry, but... The customer ISN'T "always right"... sometimes the customer is a frakkin moron.

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EmmDee


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I'm currently trying to find a happy ground in dealing with "customers". I put it quotes because they are looking for a product I do not carry and will not carry. I know all about it because I have been doing this for 5+ years. It is hard for me to spend 30-45 minutes with a customer coaching them and teaching them when it has been made perfectly clear they will not be buying anything from me. I research and acquire my knowledge so that I can set myself apart and help my customers. In return, I get "paid" for my knowledge when I sell them stuff. If we all KNOW they will not be buying it from me, I feel like they are kind of taking advantage of me. Sure, in the future they could buy something from me and this is why I don't just cut them off. It still bothers me when I could be working on something else that could make me money.

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Evil Stepmother


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EmmDee, working with paying customers would be the worst. If they don't get what they want, they will badmouth your business all over town. It would be extreemely frustrating to work a potential sale then to learn the person is just doing research or killing time with you.

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EmmDee


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ES, the thing that really gets me is 2 minutes in I know they will not be buying something from me yet they still take up 30+ minutes of my time because my competitors will are abrupt and will not let them ask questions are just want to sell and nothing else.

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kapper


I am always right, unless I am wrong.

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Then they will remember you as the helpful one when they really do need to buy something you have. I would definitely go to you if you had been helpful when you didn't even need to be. Great customer service is remembered for a long time!

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EmmDee


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I know kapper, and I get that and it is why I keep doing it. It just hard when my pocket book could really use more sales.

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Evil Stepmother


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Good customer service IS remembered for a long time.  A number of years ago I bought a washing machine from a local appliance store.  One year and a week later it broke down.  Of course the warrenty was for one year.  I called the store and told them it wasn't working and asked the owner how much he thought it might cost me.  He said, "Not at thing" and sent a repair man to fix it.

For the next few years every time appliances came up in conversation, I'd say that Gordon Appliances is the best place to buy appliances and tell that story.  Unfortunately when the owner died, his son and partner was in his 60's and closed the store a couple years later.



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dqm either


Don't Quote Me

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I'm trained as a sales person and one of my skills is writing ad copy. One time a national store sent me a survey. After reading my glowing survey one of the Vice Presidents CALLED me to ask me if they could use my comments in a national ad. The rule was that they couldn't pay me but I was gonna get a bunch of perks.

Unfortunately, when they sent me the contract I had to swear that I didn't have any relatives working there :frown: This town is so small that everybody has a relative working at the locally owned franchise. The owner is a good friend of mine and I think he spent a day and a half trying to get around that rule but no luck.

It's ok though because the stuff I wrote was a lark anyway. I mean their store has good service and all but what I wrote was some really good bs.

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