A Tale of Retail

Customer Service is quickly going the way of 8-tracks, VHS tapes, and I'll even through in Borders. It's just plain disappeared. Now don't get me wrong, there are still several superstars in the space. Namely USAA insurance and American Express which are staples of the elite.

But in general, as many companies have downsized or finely cut corners to maintain profitability, the first thing to go was any discernible, positive human interaction.

During my latest move, I had two polar opposite experiences with two family owned businesses - - Bob's Discount Furniture and PC Richard and Sons. I'm not into foreboding when I write these blogs, but suffice it to say, good old Bobby didn't exactly win out on this one.

BOBS DISCOUNT FURNITURE

Bobs was a simple purchase - a bedroom set for my daughters which included beds, mattresses, box springs, a dresser and a nightstand. I should have known that I was in trouble when they confirmed delivery for the next day, and then forgot to deliver anything...."the next day." By the way, this harks back to Seinfeld's concept that anyone can make a reservation, however holding it for you was clearly the more important of the two pieces.

Two days later, the order arrived, but without the nightstand. I complained to customer service and they promised that it would arrive the following weekend. And arrive it did. This time in the wrong color. Now, I've been colorblind for years, but even I can't be fooled by a cherry nightstand trying to pass itself off as white. Alright, Bob, let's try this again. Next week. Same bat time, same bat station.

Customer service called the warehouse to ensure that the correct delivery was scheduled for 7AM the next weekend. Bob isn't exactly the first person I want to see on a Saturday, but what the hell, it least it won't ruin my day. But I spoke too soon. The delivery truck did arrive at 7AM. And the nightstand was even in white. There was just one problem. Well, actually, there were three.

Cracks.

I sent it back and called customer service. This is where Bob officially entered the Twilight Zone. I asked for yet another delivery and they told me that I "maxed out." What? Maxed out of what? They said that they couldn't deliver again to the same address. So, let me get this straight. They screwed up 4 times, and 4 strikes and you're out? Well, not quite out.

They offered me another complete bedroom set in exchange! They weren't willing to take another stab at delivering a single piece, a nightstand. Instead, they would come back, disassemble all the previous furniture, take it away, then deliver and assemble another and completely different bedroom set. Huh? Does this seem logical to you? Apparently, it does to Bob.

I told them I was done and wanted a credit. They gave it to me, along with a $100 gift card. That's right, a gift card....so I could do more shopping at a store that I would never go in again even I had to take a leak.

A week later, I heard a Bob's radio commercial featuring Bob himself. He said that with the volume of orders they have, it has to be expected that mistakes will happen once in awhile. Once in awhile? Does 4 mistakes on a single order qualify as "once in awhile/" I guess it's a bad sign when any company allocates advertising towards, "Apology Marketing."


PC RICHARD



During this same move, I decided to buy a decent size television, so the kids and I had something to enjoy in our new home. After mulling through several different models, I decided on a 55" Samsung. The salesperson was very knowledgeable and guided me to the right television and for the right price.

After settling on payment, I asked if they could wheel the television to my car. After a few minutes, they brought it out on a hand truck. They took once look at my Honda Accord, and both the salesperson and the guy from the warehouse broke down with laughter. Hey, I know the Accord wasn't the hottest car on the block, but I never heard it mocked before.

I had to know what was so funny. They said that they thought I had sport utility because for loading a 55" television, an Accord just wasn't going to cut it. There's a reason I never became an engineer, but couldn't remember why. This helped remind me. Apparently, a 55" inch set has a 70" box. Newman!

They said they would arrange delivery with a 48-hour turnaround, but I needed that set by 9AM the next morning. The cable guy was scheduled, and I couldn't cancel. It looked like another fine delivery mess I got myself into.

Instead of waiting for their delivery service to take charge, or even the store manager, the salesperson acted on his own. It was his dinner break. He had about an hour to eat, but offered up his truck to deliver the television that night. I told him that wouldn't be necessary, but he was insistent.

He loaded the set and followed me back to the apartment. He brought the set into the garage and gently laid it down. I offered to pay him. He rejected it. I offered to buy him dinner. He rejected it.

As he drove away, he rolled down the window of his truck and yelled, "enjoy the set!"

It was then that I remembered something that I heard once from PC Richard's upper management. "Every sale leads to the next."

It's something that Bob's should have thought about. There will be several more from me at PC.