Tag Archives: customer service

Some people

Today I had a funny interaction in a store. I was returning an item and an older gentleman decided that the lineup was too big and came along side me to make his purchase at the returns/customer service booth. Although he arrived just after me, I said he could go ahead of me. However Mrs. Persnickety working at Returns wanted to send him back. I was the only other person and I said it was ok, I’d wait. She rolled her eyes and let the old guy go ahead of me. When it was time for him to pay he struggled to find his Visa card and she helped him with another eye roll and an impatient tone.

When it was my turn, she curtly told me, the item had been opened, so I could only get exchange or store credit rather than a refund. I said I’d take a look around for exchange and her response was, ‘it has to be this value’ which I took as not getting store credit if it was less, so I took the store credit before looking to spend it, knowing I wouldn’t have to spend the credit all at once like I thought she was suggesting.

Overall Mrs. Persnickety was curt and a little unpleasant. She seems like one of those people who would be better off not working in the customer service department. Her exchanges with both the older gentleman before me and with me could’ve been a lot nicer with just a little bit of effort.

I went in the store and didn’t see anything to buy, so on the way out I saw that she was not serving anyone and so I asked her a clarifying question. “Is the store credit just for this store or can I use it in British Columbia as well?” I would’ve been happy with either response, if it was only the local store I would give the credit to my parents, and if I could use it across the chain, in BC, then I would take it home with me. Her response was that I can use it in any of the stores in Canada.

Then she asked me where in BC I was from, and started to tell me all the different cities where she had family in BC. We had a nice short conversation about how much she liked going there to visit, and how much she enjoyed the weather there. I said, “I used to live here in Toronto, however I have to say that the humidity is really getting to me this past week.”

She admitted that the heat was really bad this summer, and then said to me, “The worst part about the heat is how grumpy it makes some people.”

I agreed, with a little chuckle, and left the store.

Going the extra inch

I think this idea came from Terry O’Reilly’s book, ‘This I know’, but I listened to it a couple years ago and am not 100% sure? The idea is to go the extra inch, rather than the extra mile.

The easiest place to see this in customer service. The cashier who takes a little extra care in bagging your items. The waiter who tops up your water glass before you need to ask. The hot dog vendor who asks if you’d like your bun toasted. The hotel front desk clerk who asks if you’d like a city map with local restaurants, or who remembers your name the next time you see them.

So many people talk about going the extra mile, but really it’s just an extra inch that can make the difference, (or for that matter the extra centimetre). It doesn’t often take much work or effort to make someone’s day, to provide better than average service, or to simply be accommodating to someone you love and care about.

A kind gesture, a simple change in tone, a thoughtful question, a smile. It’s not about going terribly far out of your own way, it’s simply going the extra inch.

What I find interesting is that it’s often easier to do this with strangers rather than those you are around daily. We seem to take advantage of our relationships and not make the extra inch of effort with people we spend time with every day. Instead, we are quicker to snap a response, or to be snide, or just impatient. We feel like the extra inch is actually an extra mile.

It’s not. In this way, life is a game of inches, and it’s much more fun when we are able to see this and just go that extra inch for those that can do the same for us more frequently, because we are around them more often.

Batteries not Included

It used to be that when you purchased an item, a major inconvenience would be that batteries weren’t included. Now there are whole other elements that can be inconvenient in many ways.

It starts before you even leave the store! For the last 3 times that I did a self-checkout, I’ve had inconvenient delays: Additional approval for an item; An in-store discount coupon not working; A machine freezing. – This is not a great ‘last experience’ before leaving a store!

‘Some assembly required’ used to mean clicking 3 pieces together, then came IKEA’s version of ‘assembly required’. If I add a measly $15 an hour for my assembly time, I can understand why the product costs so little. And my experience with IKEA assembly is embarrassingly slow.

Online sign-ups: Why do you need my postal code when you’ll never mail or send me something? How many questions are really necessary for me to get some simple services that you provide for me in a fully digital format? And why is a sign-up to your monthly newsletter a default button that I have to un-click?

And what about online customer support? “The usual wait time for customers calling at this time is 40 minutes.”

Really? So you know volume is high at this time, and informing me, rather than solving that problem with more support, is your answer?

We’ve come a long way in making technological advancements, but I sometimes find myself yearning for the days of ‘inconvenience’, when the one thing you had to do when you made a purchase was pick up your own batteries… which now often come with a product!