This is a good one - Customer service KUDOS to Aberdeen Florist.
I'm from the Aberdeen area. And this florist has been around for years!! Since I left home (college and then my own job/home in Charlotte), I have used this same florist to handle my Mother's Day flowers. They are in the same town, I've known them for years and trust them to handle my 'order' correctly.
And since it's getting close - ordering Mother's Day flowers is on my to do list.
They beat me to it!! This was great!
A very nice lady called me - introduced herself as ___ from Aberdeen Florist. I was a little thrown. Then she told me she could see in her database I had ordered flowers for my mother the past few years and she was calling to remind me that Mother's Day was coming up soon and just wanted to make sure I didn't wait too long and have to pay a rush charge.
Sneaky!
My immediate response was: "Well, let's get this done right now".
To myself I was thinking: I have to order them anyway - and since I've already broken my current project to answer the phone - let's get it done.
Naturally, she was ready for that response. She told me what I had ordered last year and what the price range was for the same thing this year, or she could give me some options if I wanted to change, and even started suggesting delivery dates to fit delivery to my mother's office instead of home. She even had my credit card number on file (only showing the last 4 digits on her screens - very good), so I didn't have to find a card.
It was great - in a few short minutes the whole thing was handled - ahead of time and very easily.
Imagine - a florist who keeps up with their customers, takes the time call and remind them of pending 'flower' events and is prepared to handle the transaction right there and then WITHOUT ever asking - point blank - me to purchase anything. She was only "calling to remind me" of the coming holiday.
So - what can YOUR company learn from this one???
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Wednesday, April 29, 2009
Make it easy for me to pay you
OK - this time my issue is a service company making it hard for me to pay for their service - in advance!
I have a favorite heat/air service company that I have been with for several years. And my units are starting to age; so I'm keeping my service contracts up to date.
Used to, they would send me an invoice a month early with my annual payment amount and several options I could chose from on other perks. I loved this system - I didn't have to think about it or worry about if I was under a maintenance agreement when I called for a cleaning or service.
Last year, they changed their system and didn't send out invoices. They sent out flyers introducing new maintenance plans and easier payment options. Either the flyer wasn't clear or I didn't read it thoroughly, but I didn't 'understand' that my current agreement would run out and I was responsible for contacting them to renew with this new plan. So, I forgot about it and let the maintenance run out.
Issue #1: They are no longer going to take care of ME - the CUSTOMER - but are going to make me contact them. You would think, they would worry more about me contacting ANOTHER service company...hhhmmm
Naturally, I had an AC problem early in the summer. When I called for my maintenance agreement service I was told my agreement had run out.
To their credit, they told me since they had made the changes, and I had "probably" fallen through the cracks on follow up for the renewal they would allow me to continue the agreement if I could pay for it when the tech came out. OK with me.
I did the annual agreement and gave the tech a check for the year. Not a problem, just aggravating.
This year, I made a note on my calendar to call them the month before and make sure I would get the renewal notice. Remember, my units have some age on them.
Issue #2: Now I am having to keep up with something THEY used to DO FOR me. Again - you would think they would worry about me calling ANOTHER service company if I have to make that first call anyway.
I was told, they still weren't doing the renewal notices. They sent me another flyer with yet another new maintenance agreement program and another set of payment options. OK, this is getting confusing. The very nice lady I spoke to sent me the agreement to fill out and send back to continue my maintenance under the new plan. I was polite and 'cheerful' - but did express my aggravation.
When I got the paperwork, I was even more confused. The options were/are: monthly drafts from a checking account or credit card, or two semi-annual drafts. There was NO option to write a check for the whole amount. I called back. I don't want them drafting anything. I want to write ONE check for the WHOLE year.
Again I called and spoke with another very nice lady. And again, I was polite and 'cheerful' - but expressed my GROWING aggravation.
I was told they would not accept a check for the whole year. WHAT??? I was told the "man in charge" decided and "we can't change it"... WHAT???
Then I was told they would accept a check for 6 months and I would have to write another one for the next 6 months.
Issue #3: Now they are making it HARD for ME to GIVE them MONEY!! Can you imagine a service company making it HARD for a customer - and a long-time, good customer - to give them money!! Amazing.
So - I told this very nice lady I would write the one 6 month check - mainly because I wanted to schedule the cleaning service on my AC. But, that if they continue to make it difficult on me - the CUSTOMER - I will be switching service companies. The very nice lady sounding empathetic and told me she - at least - appreciated my loyalty and business.
Nice touch - but it doesn't mean much if she isn't the one making all these payment decisions.
I don't make changes like this easily or lightly - I am usually a very accommodating customer - but this it getting ridiculous! And for the record I already have that OTHER service company on my radar!
.
I have a favorite heat/air service company that I have been with for several years. And my units are starting to age; so I'm keeping my service contracts up to date.
Used to, they would send me an invoice a month early with my annual payment amount and several options I could chose from on other perks. I loved this system - I didn't have to think about it or worry about if I was under a maintenance agreement when I called for a cleaning or service.
Last year, they changed their system and didn't send out invoices. They sent out flyers introducing new maintenance plans and easier payment options. Either the flyer wasn't clear or I didn't read it thoroughly, but I didn't 'understand' that my current agreement would run out and I was responsible for contacting them to renew with this new plan. So, I forgot about it and let the maintenance run out.
Issue #1: They are no longer going to take care of ME - the CUSTOMER - but are going to make me contact them. You would think, they would worry more about me contacting ANOTHER service company...hhhmmm
Naturally, I had an AC problem early in the summer. When I called for my maintenance agreement service I was told my agreement had run out.
To their credit, they told me since they had made the changes, and I had "probably" fallen through the cracks on follow up for the renewal they would allow me to continue the agreement if I could pay for it when the tech came out. OK with me.
I did the annual agreement and gave the tech a check for the year. Not a problem, just aggravating.
This year, I made a note on my calendar to call them the month before and make sure I would get the renewal notice. Remember, my units have some age on them.
Issue #2: Now I am having to keep up with something THEY used to DO FOR me. Again - you would think they would worry about me calling ANOTHER service company if I have to make that first call anyway.
I was told, they still weren't doing the renewal notices. They sent me another flyer with yet another new maintenance agreement program and another set of payment options. OK, this is getting confusing. The very nice lady I spoke to sent me the agreement to fill out and send back to continue my maintenance under the new plan. I was polite and 'cheerful' - but did express my aggravation.
When I got the paperwork, I was even more confused. The options were/are: monthly drafts from a checking account or credit card, or two semi-annual drafts. There was NO option to write a check for the whole amount. I called back. I don't want them drafting anything. I want to write ONE check for the WHOLE year.
Again I called and spoke with another very nice lady. And again, I was polite and 'cheerful' - but expressed my GROWING aggravation.
I was told they would not accept a check for the whole year. WHAT??? I was told the "man in charge" decided and "we can't change it"... WHAT???
Then I was told they would accept a check for 6 months and I would have to write another one for the next 6 months.
Issue #3: Now they are making it HARD for ME to GIVE them MONEY!! Can you imagine a service company making it HARD for a customer - and a long-time, good customer - to give them money!! Amazing.
So - I told this very nice lady I would write the one 6 month check - mainly because I wanted to schedule the cleaning service on my AC. But, that if they continue to make it difficult on me - the CUSTOMER - I will be switching service companies. The very nice lady sounding empathetic and told me she - at least - appreciated my loyalty and business.
Nice touch - but it doesn't mean much if she isn't the one making all these payment decisions.
I don't make changes like this easily or lightly - I am usually a very accommodating customer - but this it getting ridiculous! And for the record I already have that OTHER service company on my radar!
.
Friday, April 10, 2009
One of those simple things are sometimes the most fun!
I had a little fun yesterday and I want to share it with you. It didn't cost me anything and may not get me anything in return - but it was fun.
I'm involved with a couple Chambers of Commerce. As an ambassador, I catch myself 'playing the role' quite a bit.
There is a small cafe my husband and I enjoy. We eat there enough so the owner knows our faces and always comes over to speak. We haven't reached the point for him to remember our names. But the visual recognition is kinda neat.
He recently joined one of the chambers I'm active in. I missed his ribbon cutting, but have noticed he still has the ribbon taped to the hostess podium. You wouldn't have any idea what that ribbon was unless you 'knew' - but it's still there three months later. And naturally, I pick at him about it and he just grins from ear to ear!
For this chamber, their newsletter is emailed to the members. A few printed copies are available in the chamber office for people to pick up. The March-April issue arrived yesterday while I was in the Chamber office. Looking through them, I noticed the ribbon cutting photo for this cafe.
So - I decided to have a little fun. I took a couple of the printed newsetters with me and stopped by the cafe on the way home.
The owner was talking to some of his regular customers in the lobby area, so I waited on him to notice me. The hostess was smirking a little - knowing something fun was coming...haha
He looked up and I interupted, and made a big deal of a new cafe in the area that was in the chamber newsletter and asked him if he knew who it was. It only took a couple seconds for the smile to come back - it was his picture!
At that point, I backed off and watched him show the photo to everyone around - pointing to the ribbon on the podium the whole time. It was fun to watch! I slipped out the door with a wave to the hostess and went home. I was still laughing when I got there.
You know, he may never remember my name or know anything about me. But he will remember, someone brought him a copy of the chamber newsletter with his ribbon cutting photo in it. And I'll probably laugh every time we go in there to eat from now on...
It was fun and we both enjoyed it!
I'm involved with a couple Chambers of Commerce. As an ambassador, I catch myself 'playing the role' quite a bit.
There is a small cafe my husband and I enjoy. We eat there enough so the owner knows our faces and always comes over to speak. We haven't reached the point for him to remember our names. But the visual recognition is kinda neat.
He recently joined one of the chambers I'm active in. I missed his ribbon cutting, but have noticed he still has the ribbon taped to the hostess podium. You wouldn't have any idea what that ribbon was unless you 'knew' - but it's still there three months later. And naturally, I pick at him about it and he just grins from ear to ear!
For this chamber, their newsletter is emailed to the members. A few printed copies are available in the chamber office for people to pick up. The March-April issue arrived yesterday while I was in the Chamber office. Looking through them, I noticed the ribbon cutting photo for this cafe.
So - I decided to have a little fun. I took a couple of the printed newsetters with me and stopped by the cafe on the way home.
The owner was talking to some of his regular customers in the lobby area, so I waited on him to notice me. The hostess was smirking a little - knowing something fun was coming...haha
He looked up and I interupted, and made a big deal of a new cafe in the area that was in the chamber newsletter and asked him if he knew who it was. It only took a couple seconds for the smile to come back - it was his picture!
At that point, I backed off and watched him show the photo to everyone around - pointing to the ribbon on the podium the whole time. It was fun to watch! I slipped out the door with a wave to the hostess and went home. I was still laughing when I got there.
You know, he may never remember my name or know anything about me. But he will remember, someone brought him a copy of the chamber newsletter with his ribbon cutting photo in it. And I'll probably laugh every time we go in there to eat from now on...
It was fun and we both enjoyed it!
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