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Vendor Reviews

Customer Service Reminder follow up

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

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!

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A Customer Service Reminder

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?

lacking customer service

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

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!

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Help Around the House

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A couple of weeks ago I met with Amanda Thomas who is the head of Moxie Girl. I was really impressed with her and with Moxie Girl’s services.
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Favorite Local Vendor - Sleep America

by Heather June 14, 2008 Lifestyle

I realize that Sleep America isn’t really local in the sense I usually use the term “Favorite Local Vendor”. They have 40 locations across Arizona and I usually reserve the term for local, one-store only, Mom-and-Pop shops.
Today I wanted to highlight the excellent customer service on display at the Biltmore area Sleep America. One recent hot day [...]

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Favorite Local Vendor - Nails by Carrie Chairez

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