Comments on: Soapbox: Customer Service 101

By: Nathan

Nathan — Thu, 10 Apr 2008 17:31:38 +0000

Japhy – My parents weren’t in the military, but the guy who taught me most of the above lessons most certainly was. We used to call him “Maximum Frank”. I’ll let your imagination run wild on why we would call him that.

By: Japhy rider

Japhy rider — Thu, 10 Apr 2008 17:05:24 +0000

oh come on now. a nice throat punch can work wonders at getting a person’s undivided attention.

were your parents in the military? mine were. your list of talking points brought back a bunch of memories. i’ve printed the list and will hang it up here in the lab (where the only pieces of paper on the walls are chromatograms, a calendar, and a reference poster of cloud types by the window). it may remind me of things i overlook on an occasion, but mostly i want to see if anyone else here notices your suggestions.

sure sorry i missed the Sedona Circumcision ride with you all. hope to catch another rally soon.

By: Marc

Marc — Thu, 10 Apr 2008 14:59:06 +0000

Your readers might want to try http://www.Measuredup.com a leading customer service review website where people share reviews with other users and with companies. Companies that are involved with and value customer service read Measuredup to keep up on what people are saying and to be able to improve customer service.

Your disputes could be resolved using MeasuredUp if the company you reviewed reads your review or another consumer could give you advice. When you have good things to say a company could reward you.

It is free and easy to use and your info is private.

I have tried some other sites that are also good but really like this one.

By: Ben

Ben — Wed, 09 Apr 2008 19:15:54 +0000

Nathan,

I agree with Matt (and your own inclination). I would send the account of your experience and the 6 things to the shop owner. I’d choose the owner over the manager, since he/she presumably has the greatest authority. (I might edit the punching in the throat bit a little)

Good luck!

By: Nathan

Nathan — Wed, 09 Apr 2008 18:08:21 +0000

It still amazes me how a business who’s purpose is to sell value-priced items to customers can so blatantly ignore customer service.

Dave – I have a couple shops that even if I know they have the item I want, I won’t set foot through the door, I hear ya on that one.

Matt – I think I’m going to forward this along to the shop owner or manager. I don’t know if it’ll do any good or not, but it’s worth making it directly known about how bad an experience I had on such a simple item, and how easy I think it could be to fix the problem.

By: Matt

Matt — Wed, 09 Apr 2008 17:24:44 +0000

I agree and have had similar experience with a shop here in Flagstaff when attempting to get my wife bike repaired. The first person I spoke to was trying to convince me that the problem was natural on a lot of bikes. I have never had this happen or seen it in 20 years but he kept insisting and insisting. Finally I just looked at one of the mechanics and ignored this other guy and asked him to take care of it which he did. None the less I was pissed and should not have had to go through that experience when it’s my money that I am giving them. You should forward your rant on to the owner of the shop you were at.