«
»

How to do Customer Service Right

Sunday, July 12th, 2009 - 12:01 pm - Sales

Do you know the difference between “I can’t do that because of policy” and “I can try to take care of your problem” ?

One is a scripted inflexible response to a request, one is a sincere attempt to help. If you are the customer which do want to hear? Which do you want your clients to hear?

Last night I went to the Diamonbacks game with my family and it was one of their selected bobbleheads give away nights. I am three steps into the stadium and now have three bulky boxes to carry around with me. Not so bad until you factor in a two year old. Doing the logical thing I went to one of the souvenier shops and asked for a bag. I was told that they couldn’t give me one unless I bought something – policy decision. I was told that it was a fear of running out. I accepted this answer but didn’t like it. I liked it even less when the game was over and I saw plenty of bags hanging still on the racks.

Today my hard drive failed on my MacBook (writing from the iPhone) and so I rushed to the Genius Bar at the Apple store. After confirming my suspicions I was told that they may have to send it off for repair. Before I could even complain the rep stopped and said “actually I think I can take care of you – it looks like we have a hard disk in stock. Give me an hour and I’ll fix it”. Needless to say I am thrilled.

No wonder one of these entities is struggling to sell tickets and keep a fanbase engaged, while the other one has one of the most rabid tribes in todays world.

Lesson learned: Rigid policy doesn’t allow for the reality that the world is far from rigid. Allow those members of your team on the front lines to make some judgement calls while dealing with these situations. You may just start a following of happy clients.


  • Pingback: Twitted by tdhurst

  • http://tdhurst.com Tyler Hurst

    I went to Apple for new iPhone headphones last week, as the earbud was broken. Genius walked to the shelf, grabbed another pair, opened the box and handed them to me.

    This is why I pay the premium for apple. Any other manufacturer would have told me to mail them in and wait six weeks.

  • Chuck Reynolds

    Very true statement my friend and while normally that’s an easy thing to do it takes the right people in your organization to sometimes look beyond a strict policy and realize that simply helping and putting a smile on somebody’s face is the best advertising you can do.

  • http://paulpowered.com Paul Martinez

    I understand your frustration but your logic is flawed and I am not saying that just because I am a loyal D-backs fan. You are improperly concluding that the poor customer service is somehow related to ticket sales and keeping the fanbase engaged. In sports, winning teams sell countless products (Unless of course you are a legacy franchise. You sell regardless.). This can be typified by auto and motorcycle sales. While working closely with a motorcycle manufacturer, there was an indirect correlation between winning races and sales. The same can be said for safety ratings and award winning vehicles. No one wants a losing product.

    With the Diamondbacks, it has been clear that they have been struggling and that could be an additional force of influence to the ticket sales that you referred to.

    • http://chrisconrey.com conrey

      Paul, do you not think that the fan experience is more valuable when the team isn’t winning? They should be doing everything possible to sustain what people they ARE bringing to the park right?

  • http://derekneighbors.com Derek Neighbors

    I had a battery replaced on MacBook in under 10 minutes with no questions other than checking serial number for purchase date. In fact, the concierge helped me and didn’t even need to push me back to a genius. I can’t say every Apple experience I have had has been like this. I have dealt with many a NON genius. When events like this happen though it restores faith in spending money and makes me want to do business with them again.

    I have never had a good experience at the Diamondbacks (in person). This is largely because to start with the value proposition is horrible. Watching on TV is a better value proposition and I don’t have to suffer intolerable service (it’s unfortunate). I think overall professional sports are in trouble. Between poor customer service and increasing gap in value.

  • Connor McSheffrey

    Never had a better customer experience than with Apple, they know how to do it right, but at a price, aren’t you basically paying for that service already with the high Apple price tag? I’m not saying I don’t love it but at the same time I am paying for it either way, but you are right Apple still goes out of their way beyond the warranty and beyond the value of a product to deliver their excellent customer service.

  • T

    Let me know if you would like a proofreader for your blog :)

    “I can take try to care of your problem” ?

    plenty of bags hanging still on te racks

    Otherwise, good advice.

  • http://paulpowered.com Paul Martinez

    Chris, I do think that it is more valuable to create an exciting and welcoming fan experience when the team is losing. It is extremely important that they create and atmosphere that makes visitors want to come back. All I am saying is that they are trying. I have seen tickets given away, invites to the suite and to the pool, free gear on a non-giveaway night and more. I am kind of biased since I frequent there. It has been a very rough season for the team and I am just frustrated because I see them trying. I am sorry that your experience was not as pleasant. Believe me, if I worked there or if it was in my power, I would make it up to you somehow.

    • http://chrisconrey.com conrey

      Paul – I think we agree on the central point but are off on the details. I agree that ticket sales are mostly derivative of winning and not customer service – but I think that customer service is more likely to keep marginal fans coming to games, especially during an off season. You and I don’t count – we’re baseball nuts.