Customer Service

The other day on The Colbert Report, the guest was a man who wrote a book called OCB – Obsessive Compulsive Branding. He said that branding was becoming more important to companies then customer service and I have to agree with him.

Years ago, when you went shopping, stores used to make sure they took care of you. They asked you what you needed and tried to match you up with what you were looking for. It’s amazing how drastically things have changed. Companies used to want your business and now they just want your money.

Take electronic products. Not that I thought places like Future Shop or Best Buy were customer service oriented, but they used to stand behind their merchandise. If you were to go into their store today and buy a television, PVR or MP3 player, don’t expect them to be around if you need help with any of it.

2 years ago, I bought a DVR from one of these places and took it home to install (along with a warranty). What the store failed to tell me was, that particular DVR had been purchased before and returned. As I tried to set it up, I realized that set up had already taken place and I needed more assistance to override what the previous owner had done.

When I called to speak to someone, they told me that I would have to contact the Geek Squad and pay them to install it. I’m not buying a home theatre system or some sort of NASA type control panel, I bought a DVR.

If a company is going to sell something, they should be available for any assistance their customers need with said product. If it is a problem that goes beyond their area of expertise, again, they need to make arrangements for this as well.

I know many people who shop at places because of the way they are treated. I haven’t stepped foot into another Future Shop since that incident. Not because of the DVR itself, but for the horrible attitude by their sales people. I had done a lot of research and knew exactly what I wanted. The sales person looked at me as if I couldn’t possibly know what I was talking about and dismissed all of my questions. Even to the point of laughing at me when I asked to speak to a manager.

The manager wasn’t much help either. Then again, I didn’t expect them to be. It’s not like you need to know your job when you get promoted.

Companies, please stand behind each and every product you sell. Take pride in them and show us, the consumer, that you really do care if we buy from you or your competition. Show us that you’re willing to take that extra step because if you do, I know that people will become loyal. Don’t you want people shopping at your stores because they want to and not because they have to?