Life’s Playlist… Stand By You by Rachel Platten

What ever happened to customer service?

From the beginning of my life in the business world I have always be taught the customer pays my salary.  They may not always be right, but it is my job to make them feel as though they are heard and responded to.

The best boss I ever had told me “always find a way to say yes,” makes sense doesn’t it.

At my store we strive daily to provide good customer service for the customers who give us the honor of doing business with us.  We don’t always get it right, but at least 95% of the time we do.

We work diligently to provide meet and exceed each customers expectations.

A few months ago I added a new piece of equipment to my store that allows us to provide an even better product for our guests.

For the most part I have been happy with the equipment.  It has its shortcomings but my team has worked diligently to overcome the obstacles.

None of the problems we have had are major and with a bit of help we can get it fixed, but getting the customer service from the company we purchased from has been frustrating at best, infuriating more often than not.

When looking to add the piece of equipment one of the things the company we bought from touted was their customer service.  On line and phone technical EXPERTS who were always available to help us.

Within days of our training, from a rep who traveled to us from Atlanta, who was more worried about missing rush hour traffic then ensuring we knew all the inner workings of our machine, we had reason to contact the manufacturers customer service line.

We have now contacted the CSR line multiple times with some of the same issues that keep popping up.  The answers are rarely the same and the CSR personnel seem to have one goal… get us on and off the phone as quickly as possible.

A few weeks ago, one of the ladies who works in the store found a Facebook page for owners of the type of product we own, we all joined the group and have found other professionals in the industry have been incredibly helpful in solving our problems.  Not anyone who works for the company, but mom and pop owners like myself who have nothing to gain by helping us, just good people who want to see our industry succeed.

Last Thursday I was fed up.  It had been a bad week and I was over the problems, I wanted something resolved or else I was ready to send the piece of equipment back.

I emailed the Sales Rep who sold me the equipment and voiced all of my concerns.  He responded that he had elevated my concerns to the DIRECTOR of Customer Service for the company.

I had asked specifically for a trainer to visit my store and work with us again.  Now that we had been using the equipment for a few months we knew the questions to ask and felt they would be helpful.

Below is the email I originally sent to my sales rep….


In October of 2017 ___________ company for an __________.  The machine arrived in early November and a tech from your company came here for about 5 hours for training.
We received the bare basic information on how to operate the machine.  Over the past months we have worked on programs and designs and continue to have issues with the machine.  We have called NUMEROUS times to the CSR line to ask questions, we have sent photos, we have emailed, we have done everything asked of us and quite frankly I am NOT happy with the machine and ESPECIALLY not happy with the “service.”  
I feel as though we have done everything on our end to make the machine work for us, but also feel as though we have been hung out to dry by your training and service departments.  I need some help here.  If I am going to keep the machine, I need to see it work for my company.  Having something that is not making me money is not helpful for a small business.
I am requesting a technician (who knows what they are doing, not someone who tells me I haven’t done very many of these) come and work with my team for a full day a FULL day (my team is here on Tuesday and Thursday, so this would be the time we would need someone to assist.)  Now that we have had the equipment and seen multiple failures, we know the questions to ask and if provided a tech who actually is familiar with the workings of the machine, I feel we can make this a successful element of our business. If this is not an opportunity that can be afforded us, I am afraid we may need to reevaluate the piece of equipment and having it as part of our company.
I look forward to hearing from you, I am not trying to be a jerk, but for a small business like ours, the ________ is costing me more at this point than it is helping me.  
Thank you!
My sales rep responded with the news that he had elevated my concerns to the DIRECTOR of the Department and I should be hearing from him shortly.
TODAY…. Monday, I received the following email from the DIRECTOR…..

Hello,  (I love how he used my name… not, I mean really?)

I was asked to reach out in regards to the email you had sent Ray. We can certainly look into the option of sending a tech to your location for further training and assistance. However, we currently will not have that option for at least another two to three weeks. Please continue to work with phone support with any questions or concerns you may have in the meantime.

REALLY?  Am I crazy here or is this response more infuriating than just telling me to go stick it?  I responded back and advised the DIRECTOR that if I told a customer I would not be able to respond to their questions for two or three weeks that I would lose the customer.  I also advised him that the very people he insists I keep calling were the problem.  I haven’t heard back from him yet.

However, I did report back to the group of owners and industry professionals what his response was.  Like me they couldn’t believe the response and I was soon connected with a retired gentleman who works closely as an Ambassador for the company I am having issues with.

Within minutes this gentleman was messaging me offering to help.  BTW, he was on an airplane while helping me!  He told me he was close with the upper management of the company and he would get to the bottom of the issue.

A few minutes later he told me he had received an email from the CEO and he had been asked to change his plans of attending a trade show in Orlando on Wednesday and come to our shop.  As we talked back and forth we realized those logistics would not be possible, but he sent a few tests for us to do with the equipment.

We are working on a resolution and hopefully on our way to getting the issues resolved.  My complaint is, wouldn’t it have been so much easier for the people who are actually hired to do this job to have taken care of the customer in the first place?

Customer Service is lacking in all aspects of our society…. let’s all work on that, shall we!?!?!?!?