Tuesday, February 24, 2004
Customer Service Review: "Luck E Strike" and Buehler Sales
“Luck E Strike & Buehler Sales” Added To “S” list!
On February 11th, I ordered fishing tackle from the “Luck E Strike” tackle company through Buehler Sales. At the time the order was placed, I was told the warehouse was behind on their orders. However, I was still assured I would have the order by the 1st of March. In fact, I was told I’d have the order by the “last week in February”. Being curious about my order (and knowing how companies do not take phone orders seriously), I called in order to check on the order’s progress.
On February 19th, I was informed the warehouse was now indeed 3 weeks behind and that my order was no-where close to being filled.
I reminded them of the date in which I was originally told I would be receiving my merchandise and that this was unacceptable.
I then contacted the warehouse itself for information on when my order would be filled. I was told by “Jerry” (on the 19th) that he would call and inform me of the status of the order on either Friday the 20th, or Monday the 23rd.
Today is Tuesday the 24th and I having not heard from “Jerry”, I called him myself to again check on the status of my order. He informed me that the bulk of my order wouldn’t be available to “go out” until the 26th and then it would take about 2 weeks to reach me. This would put the arrival of the order 2 weeks behind the original date I was given and a full week and a half behind the trip in which I needed it for in the first place!
Why purchase something for a trip that I wouldn’t receive until I had returned home? So, I canceled the order.
The only bright spot in this whole ordeal has been the wonderful lady in phone sales who has been trying very hard to get the order filled. She is awesome. The rest of the company I recommend no one ever do business with unless you’re looking for an alternative to just burning your money in the fireplace!
Simply put, “Luck E Strike” and Buehler Sales, you’ve made my “S” List! If you have to ask why….then you’re even dumber than I give you credit for!
Ps, It’s for not holding to your word while holding the customers billing information in your grubby little hands! If you say a customer will receive an order in a specified time, GET IT THERE! If you say you’re going to call the customer with information, DO IT! It’s not rocket science nor brain surgery, IT IS HOWEVER simple people skills! Learn them!
On February 11th, I ordered fishing tackle from the “Luck E Strike” tackle company through Buehler Sales. At the time the order was placed, I was told the warehouse was behind on their orders. However, I was still assured I would have the order by the 1st of March. In fact, I was told I’d have the order by the “last week in February”. Being curious about my order (and knowing how companies do not take phone orders seriously), I called in order to check on the order’s progress.
On February 19th, I was informed the warehouse was now indeed 3 weeks behind and that my order was no-where close to being filled.
I reminded them of the date in which I was originally told I would be receiving my merchandise and that this was unacceptable.
I then contacted the warehouse itself for information on when my order would be filled. I was told by “Jerry” (on the 19th) that he would call and inform me of the status of the order on either Friday the 20th, or Monday the 23rd.
Today is Tuesday the 24th and I having not heard from “Jerry”, I called him myself to again check on the status of my order. He informed me that the bulk of my order wouldn’t be available to “go out” until the 26th and then it would take about 2 weeks to reach me. This would put the arrival of the order 2 weeks behind the original date I was given and a full week and a half behind the trip in which I needed it for in the first place!
Why purchase something for a trip that I wouldn’t receive until I had returned home? So, I canceled the order.
The only bright spot in this whole ordeal has been the wonderful lady in phone sales who has been trying very hard to get the order filled. She is awesome. The rest of the company I recommend no one ever do business with unless you’re looking for an alternative to just burning your money in the fireplace!
Simply put, “Luck E Strike” and Buehler Sales, you’ve made my “S” List! If you have to ask why….then you’re even dumber than I give you credit for!
Ps, It’s for not holding to your word while holding the customers billing information in your grubby little hands! If you say a customer will receive an order in a specified time, GET IT THERE! If you say you’re going to call the customer with information, DO IT! It’s not rocket science nor brain surgery, IT IS HOWEVER simple people skills! Learn them!
Tuesday, February 17, 2004
One of the most Amazing C.S stories out there....Temple Fork Outfitters!
The best customer service stories in the world are the ones where a sticky situation is turned around from a possible failure into a complete success in which the customer is blown away by the positive reaction of the company. This is nothing short of amazing; you’ve got to hear this!
I'm long winded...but please read until the end!
Not long ago, my father purchased himself, my sweetheart and I each a new Temple Fork Outfitters fly rod at the local Bass Pro Shops in Grapevine, Texas. We had heard a great deal about these rods and how they were extremely under priced for their quality. The series purchased had a retail price of about $90.00 and was said to cast like any $300 price rod by any of the major competitors out there…such as St. Croix, Orvis, etc.
Upon arriving home with the rod, like a kid with a new toy, I immediately began casting it to see what the “hooplah” was all about. Indeed, the rod cast like a dream
Once I returned back inside my home with it, I noticed that a guide foot (metal end of the guide that fits against the rod) appeared to be poking through the threads used to wrap it. I was immediately incensed! How could a company in which I had heard so many good things about make such a blatant error? To someone who takes special care in every detail of the rods they own (such as I) this was completely unacceptable!
To add insult to injury, I checked out Samantha’s rod as well to see if it had the same error. Indeed, it did! I then applied slight pressure to the point to see if the apparent flaw had weakened the strength of the rod itself. IT SNAPPED IN MY HAND! I saw her eyes swell up with tears. While it was the flaw of the rod…..it was in my hands when it broke. She looked at me as if I were a criminal.
Being highly PO’ed, I looked up Temple Fork Outfitters on the internet and within 15 minutes had dispatched an ugly complaint e-mail to their web site. Not knowing wither this letter would reach some “tech” or web site administrator; I also copied down a phone number from the site to call and make double sure they got the message!
It needs to be said here that the time was midnight. Calling the next morning was NOT AN OPION for me being that Samantha was saddened at the present moment. I called the number in order to leave a nasty voice mail (just as nasty as the e-mail) so that whoever was in charge of the operation would receive it early the next morning and the start towards a resolution could begin.
What happened next could only happen in my world and with my luck attached!
After about 4 rings a drowsy female voice answered, “Hello”? Shocked as to why anyone answered at this time of night, let alone someone who sounded half asleep, I responded, “I’m sorry I thought this was Temple Fork Outfitters.” The lady replied, “Yes, it is, my husband is the President of the Company.”
To say I was in complete shock at this point would be a vast understatement. While I was incredibly ticked off, I never intended to wake anyone up, at least not in this circumstance!
The conversation continued: “I am so sorry mamm, I had no idea this was a home number or I would not have called it. I am so very sorry.” At this point, I began kissing up unlike any time ever before in my life! She replied, “It’s ok hon” but this was not good enough for me. I continued to kiss up for a minute or so. Finally she said, “My husband will be in early the next morning and you can reach him then at this number or at the other number (an 800 number) on the website. We then ended the conversation….but not before I issued yet another apology.
Then the obvious hit me: What (for the lack of a better term) balls this man has to put his home number on his website! Contrary to my belief during this pissed off rage, this man must stand behind his product unlike any President of any company I have ever seen or heard of! You’ve got to be kidding me!! Wow, I had this company all wrong! Maybe I should give them more of a chance!
Suddenly the simple flaw of the rod began to matter less and less being I had a new reassurance that no matter what, the problem would be resolved to my liking!
First thing the next morning I checked my e-mail and had a response from the company as well! Guess from whom? Once again, it was from Rick Pope, President of Temple Fork Outfitters! He was stunned by the angst exhibited by my e-mail and invited me personally down to their warehouse, in Dallas, to pick out a replacement rod for both Samantha and myself! I eagerly agreed.
As soon as Samantha got off work, we headed that way and were pleased at the welcome we received. We were invited back to the warehouse area and chose from several rods of the same style as the ones purchased. In no time at all we had our new rods.
But most importantly, we had a renewed faith in customer service….at least for one company. The staff at Temple Fork Outfitters couldn’t have been more helpful and more accommodating. Not only did they put up with me….they made everything right in the most unimaginable way possible.
The warranty their rods carry adds the sweetest proverbial “icing on the cake”. They carry a lifetime NO FAULT warranty! This means if your car gets into a fight with your fly rod, no problem! If your new puppy decides to cut his teeth on your rod, no problem! If you snap it over your bended knee in disbelief of the fish you just lost, no problem! The only cost to you is a $25 shipping charge.
Furthermore, if the problem is due to a flaw in the manufacturing of the rod, there is no charge at all. Just send the flawed rod back to them and they’ll take good care of you!
Bottom line, if you purchase a Temple Fork Outfitters rod, you’ll own one for life!
I’ve always said it isn’t the mistake the company makes to disappoint the customer….it’s how they handle the resolution. In this case, Temple Fork Outfitters has won my business for good!
Hall of Fame material? You bet your butt they are!
I'm long winded...but please read until the end!
Not long ago, my father purchased himself, my sweetheart and I each a new Temple Fork Outfitters fly rod at the local Bass Pro Shops in Grapevine, Texas. We had heard a great deal about these rods and how they were extremely under priced for their quality. The series purchased had a retail price of about $90.00 and was said to cast like any $300 price rod by any of the major competitors out there…such as St. Croix, Orvis, etc.
Upon arriving home with the rod, like a kid with a new toy, I immediately began casting it to see what the “hooplah” was all about. Indeed, the rod cast like a dream
Once I returned back inside my home with it, I noticed that a guide foot (metal end of the guide that fits against the rod) appeared to be poking through the threads used to wrap it. I was immediately incensed! How could a company in which I had heard so many good things about make such a blatant error? To someone who takes special care in every detail of the rods they own (such as I) this was completely unacceptable!
To add insult to injury, I checked out Samantha’s rod as well to see if it had the same error. Indeed, it did! I then applied slight pressure to the point to see if the apparent flaw had weakened the strength of the rod itself. IT SNAPPED IN MY HAND! I saw her eyes swell up with tears. While it was the flaw of the rod…..it was in my hands when it broke. She looked at me as if I were a criminal.
Being highly PO’ed, I looked up Temple Fork Outfitters on the internet and within 15 minutes had dispatched an ugly complaint e-mail to their web site. Not knowing wither this letter would reach some “tech” or web site administrator; I also copied down a phone number from the site to call and make double sure they got the message!
It needs to be said here that the time was midnight. Calling the next morning was NOT AN OPION for me being that Samantha was saddened at the present moment. I called the number in order to leave a nasty voice mail (just as nasty as the e-mail) so that whoever was in charge of the operation would receive it early the next morning and the start towards a resolution could begin.
What happened next could only happen in my world and with my luck attached!
After about 4 rings a drowsy female voice answered, “Hello”? Shocked as to why anyone answered at this time of night, let alone someone who sounded half asleep, I responded, “I’m sorry I thought this was Temple Fork Outfitters.” The lady replied, “Yes, it is, my husband is the President of the Company.”
To say I was in complete shock at this point would be a vast understatement. While I was incredibly ticked off, I never intended to wake anyone up, at least not in this circumstance!
The conversation continued: “I am so sorry mamm, I had no idea this was a home number or I would not have called it. I am so very sorry.” At this point, I began kissing up unlike any time ever before in my life! She replied, “It’s ok hon” but this was not good enough for me. I continued to kiss up for a minute or so. Finally she said, “My husband will be in early the next morning and you can reach him then at this number or at the other number (an 800 number) on the website. We then ended the conversation….but not before I issued yet another apology.
Then the obvious hit me: What (for the lack of a better term) balls this man has to put his home number on his website! Contrary to my belief during this pissed off rage, this man must stand behind his product unlike any President of any company I have ever seen or heard of! You’ve got to be kidding me!! Wow, I had this company all wrong! Maybe I should give them more of a chance!
Suddenly the simple flaw of the rod began to matter less and less being I had a new reassurance that no matter what, the problem would be resolved to my liking!
First thing the next morning I checked my e-mail and had a response from the company as well! Guess from whom? Once again, it was from Rick Pope, President of Temple Fork Outfitters! He was stunned by the angst exhibited by my e-mail and invited me personally down to their warehouse, in Dallas, to pick out a replacement rod for both Samantha and myself! I eagerly agreed.
As soon as Samantha got off work, we headed that way and were pleased at the welcome we received. We were invited back to the warehouse area and chose from several rods of the same style as the ones purchased. In no time at all we had our new rods.
But most importantly, we had a renewed faith in customer service….at least for one company. The staff at Temple Fork Outfitters couldn’t have been more helpful and more accommodating. Not only did they put up with me….they made everything right in the most unimaginable way possible.
The warranty their rods carry adds the sweetest proverbial “icing on the cake”. They carry a lifetime NO FAULT warranty! This means if your car gets into a fight with your fly rod, no problem! If your new puppy decides to cut his teeth on your rod, no problem! If you snap it over your bended knee in disbelief of the fish you just lost, no problem! The only cost to you is a $25 shipping charge.
Furthermore, if the problem is due to a flaw in the manufacturing of the rod, there is no charge at all. Just send the flawed rod back to them and they’ll take good care of you!
Bottom line, if you purchase a Temple Fork Outfitters rod, you’ll own one for life!
I’ve always said it isn’t the mistake the company makes to disappoint the customer….it’s how they handle the resolution. In this case, Temple Fork Outfitters has won my business for good!
Hall of Fame material? You bet your butt they are!
Wednesday, February 11, 2004
Another candidate for the Hall of Fame?
A Florist With The Biggest Heart!
I would like to send a special shout out to Chimney Hills Florist in College Station, Texas.
As many of you know, I have an awesome friend (he’s a brother to me) in Iraq with the 4th Infantry Division. With his wife’s birthday was coming up and he wanted the chance to send her a very special floral arrangement. This arrangement had very specific instructions as to time of delivery and flowers used.
Understandably, he didn’t want to use any internet based service due to all the many variables involved in making it happen.
He’s always known me as a person who gets things like this done. If there is a florist out there who will comply with the special requests and get things done as needed, he knows I’ll find them.
Without having direct access to a phone, as well as a College Station phone book, he contacted me via Instant Messenger to see if I’d lend a hand. No doubt it was my pleasure!
Upon asking around, I found the name of Chimney Hills Florist there in College Station. Upon speaking with Rose, the manager of the shop, I was completely floored! Having a very special appreciation for our troops both at home and abroad, she was more than willing to help! I was even able to get the contents of the accompanying card transferred to her via e-mail.
I just can not say enough about these fine folks! They truly love and appreciate our troops. Rose and her staff gave the order special attention to make sure all elements of it went off without a hitch. This included time of delivery, type of arrangement, card contents…etc. They were the nicest bunch of people I’ve ever had the pleasure of ordering through.
Aaron received the respect he deserved as both the customer and as a member of our nation’s armed forces. I was treated with the up-most respect even being that I was but a simple go-between for my brother. They made it perfectly clear how much they care for our troops. They couldn’t insist enough that I pass along their prayers and wishes to Aaron and his comrades!
These folks are what it means to be “patriotic”! God Bless them all! If anyone ever needs a florist in the College Station area, please do not hesitate giving Chimney Hills a call! They will take good care of you!
In closing: You take special care of my friends and family, treat their circumstances with respect, and understand their importance not only to our lives but the security of our nation; you deserve the following:
Congratulations Chimney Hills Florist! You’re only the second business in history to “understand” and “get” the customer’s needs well enough on the first try that you’re instantly inducted into the “Customer Service Hall of Fame”!!
Chimney Hills Florist: 979-846-0045 (No web page available)
I would like to send a special shout out to Chimney Hills Florist in College Station, Texas.
As many of you know, I have an awesome friend (he’s a brother to me) in Iraq with the 4th Infantry Division. With his wife’s birthday was coming up and he wanted the chance to send her a very special floral arrangement. This arrangement had very specific instructions as to time of delivery and flowers used.
Understandably, he didn’t want to use any internet based service due to all the many variables involved in making it happen.
He’s always known me as a person who gets things like this done. If there is a florist out there who will comply with the special requests and get things done as needed, he knows I’ll find them.
Without having direct access to a phone, as well as a College Station phone book, he contacted me via Instant Messenger to see if I’d lend a hand. No doubt it was my pleasure!
Upon asking around, I found the name of Chimney Hills Florist there in College Station. Upon speaking with Rose, the manager of the shop, I was completely floored! Having a very special appreciation for our troops both at home and abroad, she was more than willing to help! I was even able to get the contents of the accompanying card transferred to her via e-mail.
I just can not say enough about these fine folks! They truly love and appreciate our troops. Rose and her staff gave the order special attention to make sure all elements of it went off without a hitch. This included time of delivery, type of arrangement, card contents…etc. They were the nicest bunch of people I’ve ever had the pleasure of ordering through.
Aaron received the respect he deserved as both the customer and as a member of our nation’s armed forces. I was treated with the up-most respect even being that I was but a simple go-between for my brother. They made it perfectly clear how much they care for our troops. They couldn’t insist enough that I pass along their prayers and wishes to Aaron and his comrades!
These folks are what it means to be “patriotic”! God Bless them all! If anyone ever needs a florist in the College Station area, please do not hesitate giving Chimney Hills a call! They will take good care of you!
In closing: You take special care of my friends and family, treat their circumstances with respect, and understand their importance not only to our lives but the security of our nation; you deserve the following:
Congratulations Chimney Hills Florist! You’re only the second business in history to “understand” and “get” the customer’s needs well enough on the first try that you’re instantly inducted into the “Customer Service Hall of Fame”!!
Chimney Hills Florist: 979-846-0045 (No web page available)
Wednesday, February 04, 2004
Attention Customer Service: Lesson # 1 of what NOT TO DO!
If you’re a manager, sales person, customer service person (in store or on the phone) or any other employee of an establishment who does direct business with others; you MUST stick away from the following:
1) Using a similar quote to: “Never in my (X many) years in this business have I ever (had this certain request) or (heard of X problem). If those words come out of your mouth, only one thing is certain, you’re an idiot. Much to the detriment of your ego, you don’t know everything, haven’t “heard” or “seen” all there is to have been seen or heard, and are not an expert at customer service much less at dealing with people.
Reason: First, you’re lying. Second, even if you’re not lying; just because you’ve never identified this problem before, doesn’t mean it doesn’t exist. All you’re succeeding in doing is telling the customer they’re wrong!
2) DO NOT insult the customer’s intelligence by offering an excuse for the problem that defies all logic or even basic common sense. Just because your comment makes sense to you does not, however, mean it makes sense to anyone with an I.Q. over about 10. Example: “We won’t be getting in any more of (a particular item) because we’ve found it never breaks so it doesn’t need replacing. No one else will carry them either.” (No kidding, I’ve heard this before!)
Reason: Congratulations! You’ve just insulted the customer’s intelligence! You’ve more than likely just provoked an angry response and if the customer is me, you’d better start running now. If you’re lucky and happen to be related to the manager, you may get to keep your job. Worse case scenario, I’ll see you in the parking lot!
3) Using similar quotes to: “There’s no reason to be upset!” “Why don’t you take
some deep cleansing breaths.” “I can’t understand what the problem is.”
Reason: I’ll become further upset. First, my complaint is valid. Second, instead of “cleansing breaths” I’ll obtain stress relief by knee-capping you. Third: Really? You “don’t understand what the problem is”. Humm, you’ll understand by the time I’m done with you!
4) Using similar quotes to: There’s “nothing I can do for you” or “to help you”.
Reason: WRONG AGAIN! You bet your butt there’s something you can do. You WILL do it and NOW or I’ll bother the V.P. of the company with your little response and in return he’ll wonder why he’s having to deal with my interrupting his morning coffee and paper! Make no mistake about it, he doesn’t give a crap about the customer BUT he has hired you to do just that. This comment WILL roll back down hill towards you and you’ll regret ever making it. Just remember: It’s a good day for him when he doesn’t hear from me!
5) Using similar quotes to: “This is the first complaint I’ve ever received on (X employee)”.
Reason: You’ve got to be kidding, right? You’re telling me this person is perfect? I will call B.S on this every time. ESPICALLY WHEN I REPORTED A COMPLAINT ON THE SAME IDIOT LAST WEEK!!! Let’s just say for the sake argument that you never have received a complaint on this person…….you’ve just received your first, SO TAKE ACTION ON IT! Do not question my honesty! Trying to “guilt trip” me into “taking it back” will only make me angrier. What? You sleeping with them or something?!!?
This concludes Lesson # 1. Stay tuned for Lesson # 2 at a later date. Thank you, Management ;)
1) Using a similar quote to: “Never in my (X many) years in this business have I ever (had this certain request) or (heard of X problem). If those words come out of your mouth, only one thing is certain, you’re an idiot. Much to the detriment of your ego, you don’t know everything, haven’t “heard” or “seen” all there is to have been seen or heard, and are not an expert at customer service much less at dealing with people.
Reason: First, you’re lying. Second, even if you’re not lying; just because you’ve never identified this problem before, doesn’t mean it doesn’t exist. All you’re succeeding in doing is telling the customer they’re wrong!
2) DO NOT insult the customer’s intelligence by offering an excuse for the problem that defies all logic or even basic common sense. Just because your comment makes sense to you does not, however, mean it makes sense to anyone with an I.Q. over about 10. Example: “We won’t be getting in any more of (a particular item) because we’ve found it never breaks so it doesn’t need replacing. No one else will carry them either.” (No kidding, I’ve heard this before!)
Reason: Congratulations! You’ve just insulted the customer’s intelligence! You’ve more than likely just provoked an angry response and if the customer is me, you’d better start running now. If you’re lucky and happen to be related to the manager, you may get to keep your job. Worse case scenario, I’ll see you in the parking lot!
3) Using similar quotes to: “There’s no reason to be upset!” “Why don’t you take
some deep cleansing breaths.” “I can’t understand what the problem is.”
Reason: I’ll become further upset. First, my complaint is valid. Second, instead of “cleansing breaths” I’ll obtain stress relief by knee-capping you. Third: Really? You “don’t understand what the problem is”. Humm, you’ll understand by the time I’m done with you!
4) Using similar quotes to: There’s “nothing I can do for you” or “to help you”.
Reason: WRONG AGAIN! You bet your butt there’s something you can do. You WILL do it and NOW or I’ll bother the V.P. of the company with your little response and in return he’ll wonder why he’s having to deal with my interrupting his morning coffee and paper! Make no mistake about it, he doesn’t give a crap about the customer BUT he has hired you to do just that. This comment WILL roll back down hill towards you and you’ll regret ever making it. Just remember: It’s a good day for him when he doesn’t hear from me!
5) Using similar quotes to: “This is the first complaint I’ve ever received on (X employee)”.
Reason: You’ve got to be kidding, right? You’re telling me this person is perfect? I will call B.S on this every time. ESPICALLY WHEN I REPORTED A COMPLAINT ON THE SAME IDIOT LAST WEEK!!! Let’s just say for the sake argument that you never have received a complaint on this person…….you’ve just received your first, SO TAKE ACTION ON IT! Do not question my honesty! Trying to “guilt trip” me into “taking it back” will only make me angrier. What? You sleeping with them or something?!!?
This concludes Lesson # 1. Stay tuned for Lesson # 2 at a later date. Thank you, Management ;)
