by Chris Butterworth on August 6, 2009
in Op Ed
I wrote a couple weeks ago about how NOT to do customer service (special thanks to Howard & Blum for providing this fine example.)
Today I want to follow up with the rest of the story…
I was in between appointments one day and had a few minutes to kill, so I poked my head into W R Williams Fine Jewelry in Arcadia, on the northwest corner of Indian School Rd and 48th Street. My goal was the same as before – switch the two watchbands on my same-sized, same-manufacturer watches.
By now I had been carrying the two watches around in my car for too long, and I just wanted it done..
I asked if this was something they could do for me, and Mishell responded with a smile on her face - “sure – give me 10 minutes.” I told her I would run next door to get a sandwich, and that I appreciated her help.
I came back 20 minutes later, and Mishell handed me both watches.
Mishell: I think they look better this way. Also, it looked like the black one had some water damage, so I opened it up and gave it a good cleaning, then tightened the seal as good as I could. Hopefully it’ll stay water-tight for you.
(she made no motions towards the register or a receipt or anything like that.)
Me: Thanks. (reaching for my wallet) How much do I owe you?
Mishell: Nothing – my pleasure.
Now, both jewelers lost out on their $12 repair fee. But one jeweler also lost out on all future business and received a bad write-up online. The other jeweler gained a customer and a referral source.
What can customer service do for you?
Your happy to see people doing it right Realtor,
Chris Butterworth
Chris Butterworth is a Realtor. He's also a husband, father, writer, amateur photographer, and self-proclaimed tech junkie. And he's an all-around good guy!
Tagged as:
Personal Improvement,
Snark,
Vendor Reviews
by Chris Butterworth on July 24, 2009
in Op Ed
Sometimes we get a reminder to show us what customer service is all about. (or not about, as the case may be…) Yesterday I had one of those reminders.
I have a couple of watches where I wanted to switch the bands from one to the other. Same size watches, same manufacturer – should be an easy task, right?
I stopped by the local “fine jeweler” yesterday to see if he could do it for me. (Howard & Blum is next door to The Java Grounds – a great coffee cafe near my house.) The conversation went something like this:
CB: Can you switch these two watches’ bands for me?
H&B: Maybe.
CB: What do you mean, maybe?
H&B: I won’t know until I take them off & look at them. It’ll cost $12.
CB: Wait – I have to pay the full price, even if you don’t switch them? (at this point I’m just fishing; who knows what he’s going to say, right?)
H&B: Takes me the same amount of work. You don’t work for free, do you?
CB: laughs. Sometimes. – I’m a Realtor. I work my butt off & give everybody my best effort, all the time, and I only get paid if or when a transaction successfully closes escrow. So I only get paid for successful results.
H&B: Pauses and looks at me for a minute with disdain. Then pushes the watch back across the counter at me and grimaces before muttering “fix it yourself” and walking away.
Thanks, Howard & Blum. I needed that little reminder of How NOT to Win Friends and Influence People.
Your stunned and shaking his head Realtor,
Chris Butterworth
Chris Butterworth is a Realtor. He's also a husband, father, writer, amateur photographer, and self-proclaimed tech junkie. And he's an all-around good guy!
Tagged as:
Personal Improvement,
Snark,
Vendor Reviews
