I didn't set out to answer the above question, but in fact thats what I proved. Can a bad customer experience still result in a sale? So goes my phone replacement saga. It's not Washington DC specific but it is 'customer experience' worthy. So indulge me,... this may take some time.
My poor little LG Verizon Wireless phone has just about expired. The camera went a few months ago and now after an unfortunate mis-step in the kitchen the LCD screen is shot. So basically I can't see my addresses at all or even screen my calls. So for all you debt collectors or ex-boyfriends out there, ring away, I'll answer.
Since I have to get a new phone I contemplated gettin an iPhone. After being late to the iPod party I'm a big convert and really use my iPod to full capacity. So I thought I would enter into the 21st Century, pretend I'm Gen-Y, and get an iPhone. Yes I'm selling out. But since I'll incur at least $100 for a new phone I figure I'll foot the difference and get the iPhone.
Now it's off to call AT&T. Since my employer has a discount program with AT&T I thought this made sense first rather than going direct to the iPod store. I call the number on the corporate discount program website and do battle with the Voice System asking me for my phone number. Hold out for an operator instead which the computer politely tells me will take 6 minutes. Sure enough it takes about that long only to have the operator tell me she can't help me without a phone number. Here's the play by play, just in case you needed to boil your blood some today:
Agent: I need your phone number
Me: But I want new service.
Agent: I can't help you w/o a phone number or employer code
Me: I have that,... it's xxxxxx.
Agent: It has to be a 9 digit code.
Me: But the code on your website says xxxxxx
Agent: It has to be a 9 digit code
Me: Ok, let me start over. I would like to get new phone service. I work for a major fortune 25 company and I know we have discounts with AT&T.
Agent: You'll have to call this other number. xxx-xxx-xxxx
Me: Ok great. Can you transfer me.
Agent: [No response but the call goes through to a fast busy ]
Me: [I then call the number she gave me,... which promptly goes through to an all fantasy chat line]
I decide to punt for now on calling AT&T and instead think maybe I'll swing by the iPod store on my way home.
Let's call Verizon and see what my contract penalties are,... should be zero since I've had this service for over 4 years now and don't ever recall signing a re-up. The IVR doesn't have an option for "I want to discontinue my service so I can get an iPhone" , so I say a quick prayer and then hit the Zero.
I get a nice gentleman, Dante, on the phone and explain that my phone is on the fritz and want to understand my options. He looks up my account information, delivers a small and friendly greeting, and empathizes with my phone situation. He politely explains that my phone is under warranty and I can apply a $100 credit to any phone or PDA. Tempting, just a tad. For giggles I look around at the website and am intrigued by the Blackberries but it does still seem so last century. Cleverly he does an exceptional job of explaining the Blackberry options to me and I'm intrigued even more by the Blackberry Curve. The Blackberry Storm sounds interesting but sadly it's not released yet. Dante continues to sell me on the Blackberry.
When I finally inquire as to canceling my contract altogether, he expresses the appropriate sadness, but then explains that if I wait til the first week of November there is no charge. So thats not a tough sell. Even if I get a new phone today I can just cancel my old phone in a week.
I'm off to drive by the iPod store now and check out my options. Stay tuned.
Update from my Apple Store trip. Well I'm not really sure what to think. On a Monday nite there are at least 40 people in the store. I mill over the iPhone 3Gs, and I'm surprised to see they are not as expensive as I thought they were. $200 for an iPhone 8Meg. But with my Verizon offer, if I go with Apple, I'm really out $300. The plot thickens.
So, I take in the Apple Store. The cacophony of sounds and sights makes for a kind of frenzied energy. It's definitely not a relaxing shopping experience. After about 10 minutes of looking over the iPhone I decide I really need to talk to someone (and I don't mean head doctor either!). I head over to the densest place in the store, something called the Genius Bar. I'm pretty much not getting the time of day from any of the 'geniuses' behind the bar and I put 2+2 together and realize there is a waiting line. So where to signup? No signs anywhere. Maybe only geniuses can come into this store. Clearly they know something that I don't. There is a big computer nearby advertising a store Concierge - well who doesn't need one of those? So I signup. Seems a bit extreme, email and phone and address ,all just to talk to a salesperson.
I meander around for a bit until finally a salesperson, at least I think he's a salesperson since he gives me a rather cryptic response when I ask, sidels up. But alas, he can't really help me, he says that I need to speak with the woman in the orange shirt for new iPhones. Umm, how would I know that? No greeting - customer service rule number one for me. Finally the salesman comes back over and tells me that the iPhones are on backorder unti lthe New Year. What? He was kiding of course. Over the course of our discussion he's interrupted by other salespeople 7 times. Other customers 6 times. He leaves me to go help other customers 4 times. There's an element of a way too friendly/flirting going on, it's too much. It's been an hour of deciding on an iPhone. During our conversation there is an obvious attitude of 'we're Apple and we've got the coolest product around'. Several times the salesperson made comments about not really needing to move all that fast and they don't really care if I buy an iPhone, someone else will. Grrrrr
So, in the end, I got an iPhone. I think the interface is better than the Blackberry and I'm vested with iTunes at this time and the alternative is not attractive. Basically it was a $300 decision that I'm counting on. The customer experience,...well it was just weird. I hope I don't have to go back to an Apple Store anytime soon. Thankfully though you can do all of it pretty much on the web.
Apple Store, B-, Very Weird Experience
Monday, October 20, 2008
Thursday, October 16, 2008
Customer Service in Healthcare? And a Surprising Twist to an Oldie but Goodie
The day turned out to be full of new customer experiences, and hardly what I was prepared for. Today it's off to Georgetown University Hospital for a visit with a specialist I see a few times a year. About 24 hours prior to the visit I can feel my mood drop just a tad, Like a barometer before a storm. Pretty much this hospital, while full of very capable and brilliant physicians and clinicians is usually an affront in every other way to human decency and civility. So.... you might say I'm not biased. No foregone conclusion here,..... noooooooo. So how did I fare with my predisposition? It's a mixed bag trending up.
The visit started out just okay. The hospital physicians office building is itself pretty depressing. You can't help but notice the peeling paint, missing molding, all around unclean feeling. But I digress. I decided to try my "we are neighbors and colleagues, doing business with neighbors and colleagues" attitude with the young woman at the specialist's reception desk. She wasn't buying it. No greeting. No acknowledgement and a general attitude that seemed to convey 'you're lucky we let you come here today'. GRRRRR.
The doctor was great. Great listener, took time to explain the new health records system, and efficient and caring. A nice discussion with the nurse and then its back to the checkout. For my second at bat with the front office receptionist, same thing - no acknowledgement, no greeting. I was happy to head out of there and down to the lab when I realized that the DR ordered a follow-up visit and one was not scheduled. So I headed back in to mention that I needed an appointment. More of the sense that I was troubling the receptionist.
Onward to the Lab area. Surely this would plummet my grade of the experience at Georgetown into the toilet. And there are a few things that warrant it. The antiquated system for calling people to the lab is pretty bad. But they no longer require you to fill in any paperwork, thank goodness, we're finally in the 21st century. The Lab waiting area is interesting. The level of cleanliness is pretty poor and I couldn't help but wish that I could wrap myself in a giant prophylactic to avoid the cesspool of germ filled chairs that seemed to fill up the room. I was ready to rend my verdict when I came face to face with my phlebotomyst. Well lo' and behold, we had a great chat. She was quite hilarious, made me feel right at ease, hardly noticed the quart of blood being deftly removed and then even hung out for an extra 4 - 5 minutes chatting. I'm reminded,... 'neighbors and colleagues, doing business with neighbors and colleagues'.
I still am not crazy about Georgetown. Clean it up. Brighten it up. Bring it into the 21st century. Please re-train the front office staff - PUHLEASE. Otherwise, nice job GA-town staff.
B- GEORGETOWN UNIVERSITY HOSPITAL
So this next visit will most likely have you losing all faith in my customer service sensing skills. This company is routinely mocked for it's disappointing customer service. And perhaps that would have been my experience had I not found myself parked at Kinko's on 14th and Church at least 2 - 3 times a month. And have gotten to know the Manager quite well and she sees to it that my experience there is always FIRST RATE. She usually assists me herself, sees my request through to completion. She is first rate. As I walk in the door, she calls out from behind the counter "Hi, Melissa". And that pretty mush is an indicator for the rest of my visit. They could use another FedEX shipping machine, as it is they can only assist one customer at a time wishing to send packages.
A- Kinko's at 14th Street NW and Church
The visit started out just okay. The hospital physicians office building is itself pretty depressing. You can't help but notice the peeling paint, missing molding, all around unclean feeling. But I digress. I decided to try my "we are neighbors and colleagues, doing business with neighbors and colleagues" attitude with the young woman at the specialist's reception desk. She wasn't buying it. No greeting. No acknowledgement and a general attitude that seemed to convey 'you're lucky we let you come here today'. GRRRRR.
The doctor was great. Great listener, took time to explain the new health records system, and efficient and caring. A nice discussion with the nurse and then its back to the checkout. For my second at bat with the front office receptionist, same thing - no acknowledgement, no greeting. I was happy to head out of there and down to the lab when I realized that the DR ordered a follow-up visit and one was not scheduled. So I headed back in to mention that I needed an appointment. More of the sense that I was troubling the receptionist.
Onward to the Lab area. Surely this would plummet my grade of the experience at Georgetown into the toilet. And there are a few things that warrant it. The antiquated system for calling people to the lab is pretty bad. But they no longer require you to fill in any paperwork, thank goodness, we're finally in the 21st century. The Lab waiting area is interesting. The level of cleanliness is pretty poor and I couldn't help but wish that I could wrap myself in a giant prophylactic to avoid the cesspool of germ filled chairs that seemed to fill up the room. I was ready to rend my verdict when I came face to face with my phlebotomyst. Well lo' and behold, we had a great chat. She was quite hilarious, made me feel right at ease, hardly noticed the quart of blood being deftly removed and then even hung out for an extra 4 - 5 minutes chatting. I'm reminded,... 'neighbors and colleagues, doing business with neighbors and colleagues'.
I still am not crazy about Georgetown. Clean it up. Brighten it up. Bring it into the 21st century. Please re-train the front office staff - PUHLEASE. Otherwise, nice job GA-town staff.
B- GEORGETOWN UNIVERSITY HOSPITAL
So this next visit will most likely have you losing all faith in my customer service sensing skills. This company is routinely mocked for it's disappointing customer service. And perhaps that would have been my experience had I not found myself parked at Kinko's on 14th and Church at least 2 - 3 times a month. And have gotten to know the Manager quite well and she sees to it that my experience there is always FIRST RATE. She usually assists me herself, sees my request through to completion. She is first rate. As I walk in the door, she calls out from behind the counter "Hi, Melissa". And that pretty mush is an indicator for the rest of my visit. They could use another FedEX shipping machine, as it is they can only assist one customer at a time wishing to send packages.
A- Kinko's at 14th Street NW and Church
Saturday, October 11, 2008
A Saturday Morning Service Excursion
Why a Customer Service blog in DC you ask? Well, to set the record straight really. There seems to be an urban rumor that customer service is at an all time low in our nation's capital. So let's test that theory out. I'm not a professional shopper nor do I work in the service industry. I'm just an average city dweller, who ventures into the extended region for work. I make regular types of purchases,... morning coffee, grocery shopping, sometime retail therapy excursions, convenience items,... just the regular stuff.
My service philosophy? We're all trying to make a living. Those of us working in retail are neighbors and colleagues, doing business with neighbors and colleagues. So what propels some establishments to soar in the retail 'experience' and others to plummet? I'm not certain, but thought I would find out and share my findings.
Here is my very first documented Service Odyssey.
A coffee and breakfast sandwich at the local Starbucks on 14th Street NW. The line was a bit deep but the team behind the counter keeps it moving. They greet me and take my order for a Grande Skim Latte even though I was 5 deep in line. The manager hustles behind the counter, helping to expedite orders. I'm acknowledged by name, given the last remaining legal drug in the country (gotta love caffeine) read the paper at a clean table and off I go. Thanks Team Starbucks for a good start to the day.
A- for the Starbuck's Team
Next up, light bulbs needed. I head over to my favorite local hardware store, Logan Hardware. The Logan Hardware Team just gets it right! I'm greeted within 10 steps of walking inside the store. I remember that I need a light for my cave-like closet. The associate directs me up stairs and radios ahead to let an associate know I'm on my way up stairs for a battery operated closet light. I'm taken directly to the closet lights and the associate stays to answer some questions. An expeditious check out where I was again greeted and had a pleasant conversation with the associate helping me to check out. A "have a good day" and I'm on my way.
A+ for the Logan Hardware Team.
Now it's on to the paragon of Customer Service,... Nordstrom at Pentagon City Mall. If you aren't familiar with the quintessential customer service story, the Nordstrom Tire Return story, it's worth a read. (Note, there is some debate about the exact details, but I'm not here to debate that, it's a good example of the 'customer is always right' philosophy). Today would be a bit of a different experience since I wasn't shopping but returning shoes.
The dog-eat-dog shoe department always seems to be an interesting area of any department store,... those sales associates HUSTLE. They are moving fast and generally, it seems, ringing their own customers. So I was delighted when a sales associate greeted me right away and quickly observed that while no sale was at hand expedited my return without a receipt and credited my card. Nordstrom has that nice feature where bar code stickers on the item are all the proof of purchase needed. He thanked me, by name no less (!), and I was on my way. They even gave me a parking validation ticket. Thanks Nordstrom.
A for the Nordstrom Team
Given my day, you might think that DC is a town built on great customer experiences. Alas, one last stop on my way home ruins that thought. My less than stellar customer service experience occured at Blockbuster on 17th and P Street NW. I wanted to hand my rentals directly to an associate so that any charges would be removed from my credit card. I stood 3rd in line while 2 BB associates chatted behind the counter, not helping a SINGLE CUSTOMER! Grrrr. This is my biggest pet peeve ever. One associate talked with her friend, chomoping on Wheat Thins while we stood there. Finally, each customer was gradually assisted. The other associate was doing something else but never greeted or acknowledged any of us. Finally, my turn! The only reason I knew I was next was due to the associate yelling out NEXT!. Determined not to let this woman ruin my day I headed to her register with a smile and said "I'm 'Next'. Hi, how are you?". No answer. I explained that I wanted to make sure the movies were credited to my account. Again no acknowledgement. Then she held open one of the movies I was returning and pointed to it. Now I'm confused. "You forgot Part 2" was all she said. I took the rental home with me, so I can repeat this 'nails on the chalkboard-esque' annoying experience again tomorrow.
I thought about commenting on the associates service directly to her but instead opted for the 'show kindness' and kindness will be returned approach. Well that was a ridiculous pollyanna thought. Oh well. Blockbuster at 17th and P Street NW, wake up. Greet people, acknowledge those standing in line at a bare minimum. Come on!
D for the Blockbuster Team
Well those were the major customer 'experiences' for today's Service Odyssey. I'm on a quest for pleasant more enjoyable DC service experiences. Thanks to neighbors and colleagues who made it a good experience day.
My service philosophy? We're all trying to make a living. Those of us working in retail are neighbors and colleagues, doing business with neighbors and colleagues. So what propels some establishments to soar in the retail 'experience' and others to plummet? I'm not certain, but thought I would find out and share my findings.
Here is my very first documented Service Odyssey.
A coffee and breakfast sandwich at the local Starbucks on 14th Street NW. The line was a bit deep but the team behind the counter keeps it moving. They greet me and take my order for a Grande Skim Latte even though I was 5 deep in line. The manager hustles behind the counter, helping to expedite orders. I'm acknowledged by name, given the last remaining legal drug in the country (gotta love caffeine) read the paper at a clean table and off I go. Thanks Team Starbucks for a good start to the day.
A- for the Starbuck's Team
Next up, light bulbs needed. I head over to my favorite local hardware store, Logan Hardware. The Logan Hardware Team just gets it right! I'm greeted within 10 steps of walking inside the store. I remember that I need a light for my cave-like closet. The associate directs me up stairs and radios ahead to let an associate know I'm on my way up stairs for a battery operated closet light. I'm taken directly to the closet lights and the associate stays to answer some questions. An expeditious check out where I was again greeted and had a pleasant conversation with the associate helping me to check out. A "have a good day" and I'm on my way.
A+ for the Logan Hardware Team.
Now it's on to the paragon of Customer Service,... Nordstrom at Pentagon City Mall. If you aren't familiar with the quintessential customer service story, the Nordstrom Tire Return story, it's worth a read. (Note, there is some debate about the exact details, but I'm not here to debate that, it's a good example of the 'customer is always right' philosophy). Today would be a bit of a different experience since I wasn't shopping but returning shoes.
The dog-eat-dog shoe department always seems to be an interesting area of any department store,... those sales associates HUSTLE. They are moving fast and generally, it seems, ringing their own customers. So I was delighted when a sales associate greeted me right away and quickly observed that while no sale was at hand expedited my return without a receipt and credited my card. Nordstrom has that nice feature where bar code stickers on the item are all the proof of purchase needed. He thanked me, by name no less (!), and I was on my way. They even gave me a parking validation ticket. Thanks Nordstrom.
A for the Nordstrom Team
Given my day, you might think that DC is a town built on great customer experiences. Alas, one last stop on my way home ruins that thought. My less than stellar customer service experience occured at Blockbuster on 17th and P Street NW. I wanted to hand my rentals directly to an associate so that any charges would be removed from my credit card. I stood 3rd in line while 2 BB associates chatted behind the counter, not helping a SINGLE CUSTOMER! Grrrr. This is my biggest pet peeve ever. One associate talked with her friend, chomoping on Wheat Thins while we stood there. Finally, each customer was gradually assisted. The other associate was doing something else but never greeted or acknowledged any of us. Finally, my turn! The only reason I knew I was next was due to the associate yelling out NEXT!. Determined not to let this woman ruin my day I headed to her register with a smile and said "I'm 'Next'. Hi, how are you?". No answer. I explained that I wanted to make sure the movies were credited to my account. Again no acknowledgement. Then she held open one of the movies I was returning and pointed to it. Now I'm confused. "You forgot Part 2" was all she said. I took the rental home with me, so I can repeat this 'nails on the chalkboard-esque' annoying experience again tomorrow.
I thought about commenting on the associates service directly to her but instead opted for the 'show kindness' and kindness will be returned approach. Well that was a ridiculous pollyanna thought. Oh well. Blockbuster at 17th and P Street NW, wake up. Greet people, acknowledge those standing in line at a bare minimum. Come on!
D for the Blockbuster Team
Well those were the major customer 'experiences' for today's Service Odyssey. I'm on a quest for pleasant more enjoyable DC service experiences. Thanks to neighbors and colleagues who made it a good experience day.
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