My wife called a local gym to ask about membership prices. I guess it’s part of their sales plan to get potential members in the door, so they’re reluctant to talk price on the phone. Margi said she understood, but was hoping to at least get a general idea — even a broad range — over the phone. The salesman said that she really needed to come in. Margi, being very polite and patient, said, “I will come in, but I’m really busy, and wonder if I could just get a general idea first.”
“Well, we’re all really busy,” the health club salesman replied.
I bought the wrong printer ink cartridges at my local mega-office-supply store, and wanted to return them. The youngish clerk asked for my driver’s license. I had forgotten it, but I knew my license number. I wrote it down for her, and she said, “How do I know you’re not making it up?” Yes, I thought. I drove here to cheat your store out of money by giving you a new, unopened ink cartridge in exchange for a different one of the same price, and the whole fake driver’s license number is part of the scam. Busted. You got me.
Then she yawned in my face, and I saw she still had tonsils.
“Service in America sucks,” wrote business guru Ken Blanchard.
I spent an hour punching numbers on my phone trying to establish an online account with Wells Fargo bank.
Researchers recently tested a large number of churches, mostly smallish, by calling and leaving a message on the answering machine. The majority of churches never returned the call.
For years, Home Depot acted like the big kid on the block in our [smallish] town. Recently, Lowe’s came to town. Two weeks later, after Home Depot became a ghost town, they posted a sign by the check out counters: “If you have any concerns about customer service in this store, please contact our manager at… [phone number.]”
There is hope, however. Yesterday, we splurged at Nordstrom’s (a 2.75 hour drive) so my wife could pretend I was her Ken doll. Chara, the associate who helped us, did Nordstrom’s proud. Eager to help, fun, and positive, Chara went the extra mile–even going outside her department to take care of us. It was a great experience. I can testify that Nordstrom’s legendary customer service is alive and well, at least in Roseville, CA.
“For even the Son of Man did not come to be served, but to serve, and to give His life a ransom for many.” Mark 10:45, NKJV.
How’s your service?