A Weekend Of Customer Service

September 8, 2009 at 7:27 pm 1 comment

A weekend of customer service; you decide what is right!

On Friday I had an issue with using PayPal.  I called them.  They answered my question, walked me through the solution and made sure it was working right before we hung up.  They were determined to be helpful.  I also got a follow-up survey from the customer service rep to fill out about the type of service they provided.  Guess what, I would recommend PayPal.

On Saturday I was trying to fix my Roomba.  When I couldn’t fix it myself, I called IRobot.  They assisted me through a number of different trials of attempting to fix the mini-machine.  We finally got to a point where it should work.  When I went to try it, it turned out it needed to be charged.  So IRobot gave me a reference number and they said if it wasn’t working still after it was charged, to call back and use the reference number.  Once charged, it still wasn’t working.  So I called back, the woman apologized for all my trouble, and decided it needed a new part. She said even though it was a few months past warranty, they would send me the part free.  Guess what, I would buy another IRobot product.

But today, I called a local interior designer.  I had a gift certificate for a consultation for my home.  I had called her in June and explained I had the gift certificate and that I planned on using it.  She said fine, explained what she did for a consult and then I could hire her after if I wanted.   I told her I would call her back when I was in front of my calendar to schedule an appointment.    Well, the summer got busy, I had unexpected company for the whole month of July, then played catch up on everything in August, so I just got around to calling her back to reschedule.  We set up an appointment for today at 1:30 p.m. 

Today came and it turned out I had to be at my son’s school at 2:00 p. m.  I called the interior designer and explained I got called to my son’s school unexpectedly for 2:00 so I was going to have to reschedule.  What happened after that was one of the worst examples of customer service I have ever witnessed.  She lectured me and  said she was very unhappy that I had to reschedule, I had now done this to her twice, she had to reschedule things to accomodate by appointment today, and that she had a business to run and that the gift certificate was over a year old but she was making good on it.  I let her talk and express all her frustration with me, the customer. 

I then explained to her, that this was the first time I had to cancel and that she didn’t even give me a chance to say I could meet her later than the 1:30 appointment today.  I also educated her on the fact that gift certificates in Massachusetts legally are valid for seven years.  I then explained that as a marketing/sales/pr professional I was very taken back by her behavior towards a customer/potential customer.  I explained also I was surprised at her attitude given sales are very hard to get today. That didn’t seem to bother her.    She did say she would be willing to reschedule one more time, but I, the customer would have to definitely commit to making that appointment.  I hung up on her.  Guess what, I would not recommend her or buy her services.

Entry filed under: Marketing. Tags: , , .

Fluent – as in fluent I must fly east!

1 Comment Add your own

  • 1. Jean C A  |  March 29, 2010 at 12:09 am

    Very interesting! And I am considering hiring someone for this very purpose-interior design. I think you handled it very well.


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About Me

Suzanne M. Boniface; Latest nickname: Suzanna; Public Relations, Marketing, Communications Consultant and Speaker - forever; writer and now blogger
Experience in credit unions/banking, non-profits, corporate and technology industries.
Mother of 2 boys - the best forever. Grandaughter, Julianna and second grandchild on the way.
Board member Ad Club of Western MA; Boston Road Business Association; Pioneer Valley Plan for Progress Trustee; President Westfield State Alumni Association Executive Council

Statements of Importance About Me!

Never gives up! Never forgets!


May 2010 - Speaker Westfield State College Commencement April 2010 - Speaker Cost Effective Small Business Marketing
April 2010 - Speaker WNEC Communications Conference
February 2009 - Speaker Social Media - Human Service
September 2009 - Speaker Wilbraham Rotary Luncheon
May 2009 - Writing for Westfield State FOCUS
April 2009 - Speaker Westfield State College, Alumni Mentor Day
January 2009 - Speaker - WNEC and Valley Press Club Communications Conference
January 2009 - Speaker - West Springfield Rotary Luncheon
July 2008 - Article in Credit Union Management Magazine

Contact info:


The Greatest of Quotes!

"be the change you wish to see in the world" - Gandhi ................................................. "Insanity: doing the same thing over and over again and expecting different results" - Einstein


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