Continuing on the digital camera discussion...
So you know I am frustrated with Sears because no one there attempted to SELL me a camera. Normally I hate it when the salespeople hound you and chase you around and ask you tons of questions. Saturday I was hoping for someone to do just that and no one would. My sales clerk effectively told me to look it up on the internet. I should have just pulled out my Blackberry and done so right there on the spot, but I don't have a Blackberry. Anyway, it isn't like me to bury my frustration. It really isn't enough for me to just tell you about my bad experience. I really need to DO something about this in order to "let it go".
Monday morning I sat down to my computer and went to sears.com. I filled out a customer service comment thingy and emailed it off. More than anything I just wanted them to know I was frustrated by the lack of service we had received. Hours later I got an email response saying they appreciated my comments and were forwarding them on to the store manager. I thought it was just some generic auto-response type of deal, so I didn't get too much comfort out of it.
Tuesday I got an email from the store manager. I'm a little more impressed now. They are extremely sorry for how rudely I was treated (their words, not mine) and want to apologize. They also ask the name of the sales clerk who told me to go look it up on the internet (I don't know it, by the way). I email them back and explain that I wanted someone to sell me a camera and if someone had tried I would have bought one. I also twisted the knife a little by mentioning that I am due to have a baby SOON and we wanted to get a camera before baby day and we live an hour away so quick trips are not as feasible for us as for locals. My wording was more impressive...but you get the idea.
Several emails follow. Apparently, the store manager and the electronics department head are both wanting to speak with me on the phone and are going to call me tonight. I'm just impressed now. But at the same time I think "yeah, I deserve a phone call!" See, after this unhelpful (probably quite typical) encounter they are going to have to earn my business. Rightfully so.
I've done this before. I had a really good experience at McDonalds once and I emailed them about it. That sounds ridiculous but if they can keep a pregnant hormonal woman from totally dissolving into a fit of tears, they deserve a pat on the back. I complained about a little teeny bopper girl that worked at Subway and threw food at her friends who were behind me. I complained to GLAD once because their plastic freezer ziplock baggies leaked and I had to throw a bunch of them away (which resulted in me getting 3 free boxes). I enjoy giving feedback to businesses. But this new experience has me thinking that really, we don't do this enough. I wish every business has this attitude that Sears is displaying.
On our way out of Sears on Saturday, Hubby said to me "I don't think this one has a softer side". I wholeheartedly agreed. However, I may have just found it. I'll keep you posted. :)
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