Posts Tagged ‘Customer Service’

Dyson – Rising to the Customer Service Challenge

October 4, 2015

Dyson Customer Service

Back in January our Dyson vacuum cleaner packed up and we were more than happy to replace it with another one. It’s a brand I really believe in, so much so that I wrote a blog about it called ‘Hoovering and Storytelling‘.

Three weeks ago we had a problem with our relatively new Dyson so we rang the customer service number and after a very straight forward, quibble free process the offending part would be replaced and delivered to us. The promise was that we would have it within ‘10 working days‘.

To be honest I thought 10 working days was quite a long time for a part they said was in stock but at least they were going to replace it and in the meantime we would manage.

Three weeks passed and there was no sign of our part so we called the Dyson customer service number. They had a record of our transaction and confirmed that due to a system glitch the part had not been dispatched. The operative was very polite, very apologetic but explained that unfortunately we were back at the beginning of the process again and a replacement part would take up to 10 working days to get to us.

It was time to take a stand and explain that this really wasn’t good enough.

Without getting argumentative we asked the operative if there was some way of expediting the delivery of our part. He told us he needed to check with his supervisor so he put us on hold briefly. After about two minutes he came back to us and confirmed that while the circumstances were unfortunate there was “nothing they could do“.

I detest those words because quite simply there is always something that can be done. ‘There is nothing I can do is a choice about what you are prepared to do, a choice about what is acceptable.

This was the system.

There is nothing I can do

We left him know that we weren’t happy and that surely there is ‘always something that can be done‘? Nope ..

We had exhausted the ‘official channel‘ so we reluctantly reverted to twitter to vocalise our disappointment with the Dyson brand.

Immediately the Dyson social media team reacted and wanted to know what happened. Without too much fuss they confirmed that what happened wasn’t good enough, that it wasn’t consistent with the Dyson culture so they would investigate our situation immediately and check with the customer service team.

They thanked us for highlighting a ‘flaw‘ in their customer service procedures, which they would take on board as a learning. Instead of waiting 10 days for a replacement part a new, better machine would be delivered to us in three working days.

With all of our businesses we have to make decisions on a regular basis about how we handle complaints. What do we do, how quick do we respond, what is fair – what do we decide is acceptable?

Things will inevitably go wrong from time to time and while we all hate complaints we need to make a decision about how we deal with them. A complaint is a great way to show the real ethos of your business and instead of saying ‘there is nothing I can do‘ we need to embrace the issue, do our very best and learn from it.

If you were cynical you might decide that Dyson reacted because the issue was highlighted on a public social media platform but I do believe they were genuine and they rose to the Customer Service Challenge. Instead of being a negative for the brand it is a positive. My faith is restored!

Well done Dyson ..

Greg Canty 

Greg Canty is a Partner of Fuzion PR, Marketing and Graphic Design, with offices in Dublin and Cork

 

 

 

Twitter and the New Car!

January 15, 2012
Car Salesman

At least this guy was making an effort!

My meeting had gone well, I was in a really positive frame of mind so I decided I would take the first step towards possibly ordering a new car for the start of 2012.

On the way back from my meeting I popped into a car showroom just to get a feel for the prices of the new cars, the second hand cars and of course what I would manage to get as a trade in for the Santa Fe that had served us well since the beginning of 2007 despite the high mileage.

I first spent some time looking at the “premium collection” parked outside, the collection of two and three year old cars all in great condition. Hmmm … not bad at all!

I then dared to venture into the showroom to look at the new models and I must admit feeling excited about the thought of being able to drive one of these beauties at the start of 2012. I was waiting for the approach from the salesman to start a possible conversation that could have resulted in a sale – a few of them were busy at their desks, a few walked past me with folders and a few were chatting to other possible customers.

I looked, I waited, I looked again and I must admit after a while that I was feeling a little deflated as car salesman after car salesman seemed to decide that I was an unworthy customer – did I look broke, did I look like a “tyre kicker”, did I look like another casual browser who was just going to waste their time? In any event I ended up leaving after about 20 minutes having spoken to no one.

Those who know me quite well will not be surprised that how I was feeling at that moment was shared on Twitter … “I must look like I am broke, the car salesmen didn’t come near me” I tweeted.

Jaguar XF

I know .... isn't it a beauty!

About 10 minutes later I received a call from a friend of mine who is in the motor trade who had spotted my tweet – he was initially concerned that this could have been his car showroom and that there was some issue with his customer service. I assured him that it wasn’t and that if my route back from my meeting passed his place I would have definitely have called in. Needless to say the conversation came around to me possibly being in the market for a new car..

I collected it beauty on the 5th January, it’s a beauty..

Who said twitter was a waste of time for business ..?

Greg Canty is a partner of Fuzion

When Great Products can mask over Poor Service

October 15, 2011
Butlers Chocolates

Great Coffee - Not so great service

I found myself in the queue of Butlers Chocolate Coffee Shop for about the fifth time in the week for my ritual morning treat and I just decided that I had to leave and search the streets of Cork for another alternative outlet that might serve coffee as good because of what I witnessed the previous day(Cork Coffee Roasters on Bridge Street is a little too far away).

Unfortunately I didn’t find a better cup of coffee anywhere so I just have to try to solve my dilemma by blogging about my experience in the hope that Butlers might notice.

Butlers Chocolate Coffee Shops do great coffee but at times the customer service is just appalling (my social media contacts will have seen a zillion posts about this from me). Some of the staff are very friendly and some are really quite the opposite. I find this incredible – I go in there at least three or four times a week, I buy a few coffees each time and some of the regular staff would neither smile, make small talk or even make eye contact.

There is also a very definite policy of preparing the coffee for the customer and leaving it on the counter and then “shouting” out the order until the customer hears and collects. You could be in there on a quiet day, sitting having a chat while waiting for your coffee , just feet from the counter and the staff will still “shout” your order instead of popping it over to you – I must admit this drives me nuts!

This must be how the staff are trained and I feel it also probably lends itself to a culture whereby a “no smile” scenario is quite acceptable as well. I can see the logic around staff overhead but this policy needs to be applied with some intelligence and “cop on”.

Hilariously they recently introduced a new electronic loyalty card system called a “Happiness” card and for the few weeks around it’s introduction all the staff had t-shirts with “Happiness” written boldly across them. With the card you earn your usual one in ten coffees free but you also earn loyalty points – all designed to have you coming back. Now there’s a good promotional idea!

This week I witnessed the very worst customer service incident, which motivated me to eventually write – A woman with a young kid and a new born baby around her neck in a little sling ordered a low fat latte. She seemed under pressure as she sat down while waiting for her coffee – the “shout” duly followed by the staff member: “low fat latte” to be followed by an even louder and more impatient “low fat latte“.

The poor lady who was sitting down and a little under pressure with her toddler and baby responded “I’ll get it when I am ready“. At this stage practically every customer in the coffee shop had heard the awful interaction and were trying to figure out why none of the three staff on duty could make an exception and walk the few feet over to the woman with her coffee.

I was chatting with a buddy of mine and I was about to collect the coffee from the counter and bring it over to the woman only to be beaten to the punch by another customer.

Incredible!

The product is great so we keep going back but at some point a new coffee shop will open that will know the value of smiling and the even greater the value of bringing coffee down to a customer in extreme or not so extreme situations .. I look forward to it.

If you have a great product be careful not to create an opportunity for poor service to creep in.

Greg Canty is a partner of Fuzion