Customer Service To Remember

Whenever I have to buy something or even get a quote, I always pay close attention to the service being offered. While I do purchase many products online, the buying experience is still an important one to me which is why, when I receive excellent customer service (and a great price) I always do my best to pay it forward. I have had some atrocious experiences with various companies and at a myriad of stores and dealerships over the years but I have also had some excellent transactions which have made the experience much more pleasant. In those instances, I also make sure to seek that sales person out when returning to the store.

My recent car ordeal was a perfect example of this as I experienced the range of interactions between the various dealerships. Once my brother’s dealership was ruled out (they don’t sell the car that I settled on), I proceeded to stop by a variety of Mercedes dealers to both talk with a sales person and see what price they could offer. My first stop was to Tom Masano in Reading where the sales woman with whom I spoke was excellent and they offered a great price. The second stop was to Mercedes-Benz of Fort Washington where they were less than welcoming and brushed me off not even bothering to follow up with a reasonable offer. The third was to Euro Motorcars of Devon where I received the same excellent experience that I had in Reading and they came back with a better price. Deal done.

More recently, I have experienced the same variety of satisfaction when getting quotes for the initial projects that we wanted to get done around the house. Some of the contractors listened to exactly what I wanted, others just went about designing something that didn’t make much sense at all. Some prices were really high and others were lower than I was expecting. However, while price was an important factor, it was the interaction that I had with each of the companies that really made the difference as some were clearly looking at the task with dollar signs in mind while others, one in particular, took the time to make sure it was the solution that made the most sense and that would be done right.

Even with regard to our banking, the way that we are treated makes a huge difference. While the hours and locations are convenient, TD Bank has continued to offer one of the worst customer experiences that I have ever encountered with a financial institution. We have already switched our primary banking and now we will be transitioning our secondary banking in the near future as these other institutions are actually pleasant to deal with on a regular basis and haven’t hampered us with ridiculous charges.

Of course, there are the basic retail sales associates that I know by name that have made many transactions much more pleasant in recent years like Dave at Raymour & Flanigan, Frank at Coins & Currency of Wayne, my cousin when I need clothes, many employees at the local Lowe’s, the entire staff at Tanner’s Sports Center, and many other people at various local businesses. Additionally, the customer support teams at Amazon and Sportsman’s Guide have been excellent as of late. Great people that continue to make things just a little easier.

Prime Day Done Right

Last year most viewed Amazon Prime Day as nothing more than a ploy as the online retailer didn’t really offer up any of the amazing deals that everyone was expecting. While I didn’t have as strong a response last year, there was clearly room for improvement as I only found a few items that were of interest with most of those small purchases being for my son. When all was said and done, the real deals were on items that only a few people were looking to purchase while the rest of us not finding any discounts beyond that which we have been seeing for years in the daily deals. This was the expectation that many of us had when Amazon announced that they would, once again, have an Amazon Prime Day on July 12^th.

This was probably why it wasn’t until later in the morning when I decided to log into my account and see if there was anything that piqued my interest. Scrolling through the pages upon pages of discounted products I did find a couple that I considered purchasing and subsequently added them to my cart. However, none of those things I would qualify as anything that I needed to purchase so I decided to take a closer look at some of the things that my wife and I had been looking to purchase that were, at the time, saved in my cart for future consideration.

It was in these items, varied as they may be, that I noticed the huge difference between the flop last year and the vastly improved experience this time around. While I couldn’t find anything that was singled out as a deal, I did find that most of the products and items in my cart were part of a larger category or collection of items that were being offered at 10, 20, and 30 percent off. This is the kind of sale that many of us were looking for last year and were now ready to take advantage of this summer.

And this didn’t just apply to the new items. I also noticed that many categories in the “Amazon Warehouse” carried with them the same discount. The compounded savings on a few items finally pushed me to purchase some of the things that I had been thinking about for some time and now, at nearly 70 and 80 percent off, it was definitely the time to buy.

It may not have seemed likely but Amazon did actually learn something from the tepid response that they received the first time around and now, it is safe to say, most of us are looking forward to how they will improve the experience in the years to come. Of course, those beyond the 1 hour delivery areas are just waiting for our packages to arrive. And some of us are just letting them take their time so that we can further our frugality just a little bit more with the digital credits we are earning because we are willing to wait. Safe to say that next week should be an interesting UPS experience.

Different But Similar

There have been several occasions when I have heard people compare the first meeting with a candidate with that of a sales meeting. I wholeheartedly disagree with this premise. Meeting with those men interested in becoming masons should never involve any kind of sale whatsoever and should never come across as such. Meeting with a candidate for the first time should be a time to answer questions and start and interesting conversation. At no point during such conversations have I had the goal of getting a petition signed… my objective has always been to have a great conversation.

By approaching the process in this way it allows all the cards to be put on the table. The potential candidate gets to know me and I get to know them. We find our similarities and, sometimes, we discuss our differences. While I do my best to answer any questions they may have about freemasonry and give a very broad overview of the lodge, the fraternity, and the process of becoming a mason, it is a very open and broad conversation as a whole. Right or wrong, this is how I approach these opportunities to meet interesting people from the community.

This was the case last night as I had previously coordinated a time to meet with a prospective candidate last week. After a brief introduction and welcome, we made our way into the hall and sat at one of the dining tables to simply have a conversation and to get to know one another. Over the course of the evening there were a number of other brothers who introduced themselves and joined the conversation and by the end of the night we had discussed a wide range of topics. However, the most important part of the evening was that we were able to learn a little about him and he was able to learn a little about us as individuals, the lodge, and freemasonry in general.

As we talked about our families and the reasons why freemasonry piqued our interest there were a number of commonalities in our perspectives and in our lives that wouldn’t necessarily be evident to someone who would simply see the two of us talking. The reasons for our interest in the fraternity are nearly identical and we are both interested to learn about our grandfather’s lives within freemasonry. However, he did surprise me by the end of the night by immediately completing a petition on the spot. This surprised me both because I didn’t expect him to do so (I never go beyond handing someone a petition and asking them to think about it) and because it is the same way that I would have reacted had I been given the same situation.

Again, I walked toward the parking lot reinvigorated by the night and excited to have another good man interested in joining our lodge and becoming part of this fantastic fraternity. I consider myself very lucky for having witnessed that same passion and excitement so many times in so many good men over the years (especially over the last several months). There is a lot to be thankful for and a lot to look forward to during the second half of the year.

Setting Aside Networking Time

Every day I try to set aside about 15 minutes simply to send out a few emails or make a couple of calls to people that I have met recently or to reconnect with those that I haven’t spoken to in some time. This is both something that I enjoy doing but also part of my job as networking is essential to my line of work. Investing that nominal amount of time each day is well worth the effort and has proven to be hugely beneficial over the years both personally and professionally.

However, there are a few things that I have found to be essential to this outreach over the years. The first being that you cannot be selling when trying to open or reopen communications with someone. I have fallen into this trap a few times in my life when trying my hand at various occupations related to sales. That being said, I have never claimed to be a salesperson and never will claim to have the skill set necessary for success in that line of work. But it is an aspect that I am still well aware of in my current outreach as I prefer to focus on getting to know people rather than trying to get business from them or persuade them to attend an event.

The second essential aspect to effective outreach for me has been to forego social media. While these sites have undoubtedly proven useful in making the basic connections with people and to learn a little bit about them, they should not be used as a means of communication. Personal emails are much more effective in opening up a dialogue but still have limits. Connecting over the phone provides a personal touch and demonstrates that you are taking the time and putting forth the effort to not just talk but to listen and learn about the other person.

The third and final piece of the puzzle is the easiest of them all… listening and learning. Don’t just blankly reach out to people; learn all you can about them before writing that email or picking up the phone. This is where social media should be leveraged. See what they have posted, liked, commented on. Find their birthday, dates of life events, work anniversary, previous places of employment. Essentially, find that commonality that you share with them and use that to start the conversation. Networking is not about business, it is about getting to know people and finding things in common with the people you know is a great way to strengthen your network.  

Finally, familiarize yourself with pictures. There have been countless occasions when I have been at business and social event when I have seen a familiar face. Many connections have started in the virtual world but, by knowing what many of my connections look like, I was able to properly introduce myself in the midst of a large crowd. Most of the time, this is what truly separates you from the countless other connections that someone has made in the virtual world. In the end, never forget the importance of meeting someone face to face… networking can only survive and thrive in the real world.

Paint Chips And Poor Customer Service

I readily admit that I am frequently not the easiest person to deal with. This is especially true when it comes to customer service calls. I do my best and have even made a more concerted effort as of late to be as nice and understanding as possible when I have to participate in these calls but sometimes it is really hard to keep my cool. I have been dealing with such a situation for the past two weeks as our insurance company which has had a tremendous track record personally has completely mucked up just about everything that I have called about and/or requested over the past month.

Thankfully, I have been able to keep my temper under control throughout this whole process but my patience is running thinner than [insert your cliche or original thought here]. And it hasn’t really been a matter of incompetence… as time goes on it seems to be more and more about laziness. I have made numerous efforts to communicate through email as well as by phone and I have even coordinated a time to speak with someone. When it came time for them to call at the time they promised, my phone failed to ring and no attempt at following up or explaining what had happened was ever made.

It has been a rather frustrating time especially knowing what exceptional experiences I have had with this insurance company in the past. Up until a few weeks ago I have had nothing but good things to say about this company but lately I have had to measure my words a bit given the last few people with whom I have had the displeasure of communicating (or lack thereof). And just think, this is without me getting angry, abrasive, or even difficult. I have done everything I can, within reason, to accommodate the company but have, as of today, nothing to show for it.

I would consider changing my insurance company but I have yet to see any rates anywhere near what we are paying. And I have given just about every agent and company a chance whenever they have popped up. It used to be great service and great rates and now it seems as though I am left with just the latter of the two. What’s even worse is that the most recent conversations with the insurance company they have tried to hard sell me all of their other offering before allowing me to resume my day. They may want to get better at their current job, complete their existing task, before even thinking about trying to sell me anything. And yes, I remained calm.

Errands, Sales, And Gift Cards Result In A Retail Hangover

With only one day this past weekend free from commitments, my wife and I spent the entirety of Sunday running errands. Some were overdue and now on a ticking clock, others were the result of the baby shower the day before, and some were just errands of opportunity. By the time we got home in the early evening we were tired and ready for another weekend.

The first trip was to the old apartment to pick up the cable boxes that I had forgotten to put in the car numerous times. I had gotten a call from Comcast last week and I really didn’t want to see another bill from them in the coming weeks. Now that this is done, it shouldn’t take much longer before our previous residence is finally a thing of the past.

From there we drove to Staples where I spent the next hour of my life scanning, formatting, and confirming the order for new lodge dues cards and address stamps. This is why I have been putting off this trip for so long. Of course, while we were there, it took the opportunity to restock on a few essentials (i.e. ink, envelopes, etc.). Between rewards dollars and coupons we did pretty well.

After swinging by my parent’s house and picking up a few baby shower gifts that got lost in the shuffle, we drove back west. On our way to drop off the aforementioned Comcast boxes (they don’t really have many convenient locations), and because I took a slightly longer route, we drove by the local Office Max which, turns out, is closing and was in the midst of clearing out the store. So, with the drop off taken care of, we circled back and slowly walked through the store. Got to love saving nearly 70% on items that you had been looking to pick up when the price was right.

By this point we were starting to slow down but we were only 5 minutes away from Babies R Us and we had both coupons and gift cards in hand (both from the gifts we brought home the night before and some that were in envelopes in the trunk that we had just retrieved). Needless to say, we decided to check a few more items off the registry and cherry pick the clearance racks and shelves. Even with a cart load of baby items, we actually still have some funds left to round things out a little later. Of course, there is still a lot of stuff on the registry too.

After a quick dinner (Bob Evans doesn’t mix well with pregnancy) we finally headed home for the day. While tiring we did manage to get a lot done that won’t muck up a future weekend. With that said, the retail hangover this morning was something that I don’t look forward to experiencing again.

And You Thought Wal-Mart Was Crowded!

There were a lot of 4473's filled out on Friday
which means we will soon be accused of killing trees. 

Black Friday Facebook posts seemed to be the norm this past week especially for the local shops in the area that don’t put the money into fancy commercials or newspaper inserts. This was especially true for the small shops around the region. Even the local gun shops took to Facebook to promote the discounts that they were offering this weekend (Tanner’s Sports Center is a perfect example of this). And, as it turns out, my local mom and pop shops were not the only ones cutting prices.

While I kept reading about the lines at various retailers across the country, it didn’t quite click that the same thing would be happening at the local gun shops and big chain stores. Just like last year, I didn’t have the need to go wait in those lines and none of those stores are along my usual commute so I was fairly oblivious to the rampant sales that were happening across the nation. Those thoughts were soon chipped away when I started reading through some of the comments left on the Facebook sale posts.

These demonstrated that there was a higher than normal pace to the sales but the volume was still something that I didn’t fully grasp until additional posts were made by a few of these stores. As it turns out, the PICS system was completely overloaded (no back door gun control theories here just the pointing out of a crappy antiquated system). Something that I cannot remember happening for some time and not this bad since the first few months of 2013. That is when I really began to wonder how many firearms were being sold on Black (Rifle) Friday.

And then I came across a CNN article (via The Blaze) that summarized the mass buying that was taking place across the country and why the system was unable to handle the load. Here is a little bit from the article:

The busiest shopping day of the year also saw a major boom for gun sales, with the federal background check system setting a record of more than 175,000 background checks Friday, according to the FBI.

The staggering number of checks -- an average of almost three per second, nearly three times the daily average -- falls on the shoulders of 600 FBI and contract call center employees who will endure 17-hour workdays in an attempt to complete the background reviews in three business days, as required by law, FBI spokesman Stephen Fischer said.

"Traditionally, Black Friday is one of our busiest days for transaction volume," Fischer said.

Indeed, Friday saw the highest number of background checks ever for a Black Friday, and second in history. The highest day on record was December 21, 2012, with more than 177,000 background checks.

Without any major controversies or political maneuvering currently being considered, it really came down to price this year. While there may not have been great Black Friday deals to be had overall, it seems as though the firearms industry is doing well and the real deals were in the gun shops. Like it or not, firearms are part of our culture and the ownership thereof is our right. Thankfully, there are many people out there who choose to exercise that right and Black Friday was there opportunity to embrace that right… and at a discount.

Not In The Job Description

 

Most of the people we work with on a daily basis understand the parameters of our job. However, there are a few people that we come across that really have no idea what it is that we do. Every once in a while I check my email only to find request after request for things do be done that do not fall under my job description nor does it fall under the services that my company provides. This is an all too common (usually from the same people over and over again)... we are seen as he corporate catch all when there is a shift in the in house marketing staff. Usually, when there is a vacuum in the marketing and sometimes sales side, we are for some reason the ones that they turn to.

As is probably clear by some of the things that I have written over the past year, I am not one to shy away from work. Frankly, I enjoy working and I am always looking for something that is a bit of a challenge, something that I may have never worked on before. But those are the things that I do in my free time. When a client is paying us for the work that we do, it is not in anyone’s best interest for us to attempt to complete a project, taking away time from the things that we are paid to do, without assurance that we would do the best job at it.

We know what we are good at and we know what we have much less experience with. This seems to keep getting lost in the communication no matter how clearly or bluntly it is stated. It just goes to show that sometimes communication is only as good as how much someone listens. We are all guilty of not listening and letting assumptions dictate our perceptions. Let me put it a different way…

We have all made calls to customer service for one reason or another. But, let’s be honest, usually it is because we have a complaint. The majority of the time we begin losing a little reality and assign authority or jobs to the person on the other line. We don’t really stop to think if they will be able to rectify the problem. We decide what their job description is without asking what they are able to do.

However, there are times when we call, listen, and have a conversation knowing full well that they may not be able to answer all our question or find a solution on the spot. And you know what… when you don’t make assumptions you might be surprised at the results. Comcast did that last week when I called to clarify my bill. Basically, I just wanted to make sure it wasn’t going to go up any more and, if need be, see if I could lock in the current rate. By the end of the call, after a nice conversation with Deb, I hung up with my bill reduced by about 40%.

So, before you call or email, be ready to listen to the response. Don’t assume the job description of the person on the other end. And even when someone us unable to get the project done, think about where there efforts will be focused and the results that will come from concentrating their efforts on what they are paid to do. When you work toward your strengths, maintaining within the prevue of your job description, your efforts will match the outcome.

Would People Wait In Tents For A Tent Sale?

While we didn’t make it out of the apartment on Friday, my wife and I spent nearly the entire day going from store to store trying to get as many gifts purchased while the sales were in full swing. In the end, we could have done better but we could have done much worse. Our list isn’t completely crossed off at this point but there is a rather large hole in it with the rest of the items being relatively cheap and easily found on Amazon.com.

What did get in our way today was the desire to buy more than we really needed to get. Even though we purchase some extra items they were all cheap and we still kept ourselves within reason. However, Staples did provide us with a different challenge in trying to find more stuff to buy when we essentially had free money to play with… you know, when you have three things on your list that you need to get and a coupon that allows you to pick out several other things for free. I guess that was the best problem of the day.

One thing that I have noticed this year, more so than in previous seasons, is that all the sales remain the same throughout the holiday weekend. What used to be a heavily tiered system is now one that is nothing more than a sales plateau. Granted, there are a handful of items that are limited time (usually hours) offers but nothing that I would want to cap out for.

Granted, some of the selection is lost in the days following Black Friday Thanksgiving Thursday but there is still plenty of deals to be had in the aftermath. And by going on Saturday or Sunday you can avoid the risk of being tased trying to get in the door a half second before a disgruntled hoochie. I think that is pretty much a win-win situation.

It makes you wonder what is wrong with people that they have to miss work and/or time with family so they can camp out at Wal-Mart for a big screen television when you know they spent more money on the preparations for the extended stay in on the cold sidewalk than what they could conceivably save on electronics. Of course, as had been proven time and again, these people are whack jobs who will do whatever they can to get their hands on that discounted item (which will most likely be outdated within 12 months anyway driving the price down). This is just nuts.

Now, I have gone out on Black Friday, I have even gone out on Thanksgiving in the past, but I have never waited in line to enter a store, I have never fought someone for a product, and I have always walked out with everything on my list. If you have the patience and put in just a little bit of thought beforehand, it can be a very easy and smooth process. And that rule of thumb still applies to this day.

So, the next time the new Cabbage Patch Kid, Ferbie, big screen television, of laptop goes on sale put some thought into it… maybe there is a better place to buy, maybe you can get there 30 minutes later, avoid the line, and still get one, maybe it is, in the end, a POS not worth your time. Maybe there is greater discount at another, less popular, store. You don’t know until you stop, put away your tent and taser, and start thinking.

Being A Cheap PITA Can Keep You Sane

Right now money is tight and I try and watch what we spend. Most of the time its easy while other times it can be hard. There are a couple of things that make it very easy to keep a firm grasp on every penny.

The schedule that I keep has me sleeping for much of the normal waking hours so it is a time that I don’t have to think about what needs to be picked up or purchased. All I think about is sleeping. It also delays the purchase of items to make sure they are really needed rather than a simple want or desire.

The other thing that makes it easy are the people that either call me (despite the fact that I know for certain that I am on the National Do Not Call Registry) or send me generic letters. Especially when they can’t even get my name right… if you want me to even listen to your request get my name right first. Also, when I answer the phone you better be ready to go because if you stutter you leave yourself open to me venting all my frustration and anger on you.

You may not even have done anything wrong, you may be a damn fine individual, but I’m going to let you have it. To me, telemarketers offer a great service to society… free therapy. If I have to deal with the BS system that your industry employs you are most certainly going to deal with mine.

This is not something that works for everyone but it works for me and I feel much better afterward and, in fact, I actually saved some money rather than having it cost me anything. Please also note that this works particularly well when you call them back (after they fail to leave a message of course), let them tell you why it was so important for them not to leave a message, and let it rip. Again, I am willing to put in a couple minutes of effort for a free stress release.

Now, on the other end of the spectrum, you can try to sell them something. I don’t care what it is or even if it’s real, just keep talking and don’t let them get in a word and sell, sell, sell. It’s a great feeling when you get a telemarketer to hang up on you and an even better one when you get them interested and let them know that “unfortunately, we just sold out. Can I call you back at a later time?”

In both my own experience and the tales told by many others I know that make these types of calls in a diverse cross section of industries, this is an old fashion sales method that is going to provoke these types of responses and those who do this for a living expect it and understand it. In fact, about 3/4 of the people with whom I spoke, prefer these types of calls because it keeps the person on the phone so that once they stumble in their retort it opens them up to be sold again. "It is all part of the game" is the common justification of the process and this is why they requested I write this post.

Personally, this process is it has kept my wallet close and my sanity closer. And I don’t even have to mention a do not call list to make the solicitations stop. Maybe this is why I was never a fit for the sales field… I enjoyed these types of calls and the back and forth fun that you can have with them. But, in the end, I enjoy being on the other side of the phone too much. Of course, it could simply be that I have a tendency to be a PITA.