Great Customer Service Doesn’t Mean PERFECT

Remember my friend Paul at Best Buy?  I went back and purchased from him – we had a blast.  The refrig and stove were due tomorrow.

I say were because a glitch came up in my order.  Mostly my fault.  I needed a drop in stove but wanted a shove in one (they are less expensive) and it caused communication challenges between the installer, the counter top guy, Best Buy and me. 

In the end – I postponed that portion of the order – still getting the new refrig tomorrow -  THREE door.   Can’t wait.  It’s like my kids feel about a new computer game.

ANYWAY – before cancelling the stove order for right now – there were many phone calls this morning and Paul said to me “there goes my great customer service.”

I said – no way.  Why isn’t it bad customer service when the customer doesn’t end up with what they set out to get?

COMMUNICATION

Paul stayed on top of the order from the start:

•  making phone calls,
• asking questions,
• questioning the answers, and
• keeping me informed along the way 

 There were reasons beyond Paul’s control that I have postponed the order – nothing to do with his service.

In fact, when a salesperson can help us navigate a challenge – THAT’s when we create a bond that goes on long after my wonderful refrigerator is installed.

My son overheard some of the conversations and when I hung up he said “Is that your friend, Paul?” 

No – I told him, that was the sales person at Best Buy.

He said – and you feel comfortable calling him by his name?  I said, yes. 

I explained that when we first met, Paul started our experience by introducing himself.  In fact, yes – I told him.  That was my friend Paul on the phone.  My NEW friend Paul.

Who am I going to see when I’m ready to order that stove? 

You guessed it, Paul.  Because even in the challenging times – he was on my side – doing his best work for me. 

And THAT is great customer service.