Jul
17

Person calls and expects that you know who they are

I really hate it when customers call and expect that you know who they are. I would say 9 times out of 10 they call and start talking about their service to the tech on the phone and the tech has no idea who they are or what they are talking about. You have to kindly stop the customer and ask who they are so that you can direct them to the correct technician. Not everyone in the office knows who the customer is or what their specific needs are. I would never assume that the person on the other end of the line knows who I am unless it is my wife or my mother. It isn’t proper phone etiquette to not say who you are. Has this ever happened to you or have you ever done this to the person on the other end of the phone?

Jul
16

Bad Representation by Salesperson Selling Business or Real Estate

I called a business broker on a business that is for sale today (Friday at 12:00) and I reached the secretary of the business broker. ( I have bought and sold businesses before just for your fyi.) I told the lady who I was and that I was interested in information about the business that was for sale. She told me that the broker was out until Monday and he was the only person I could talk to about it. I asked if I could get the information sheet about the business which is standard and she said no, I would have to wait and talk to the broker. I consider this to be bad representation of the business by the broker. The secretary should at least be able to get me the info and I would sign the customary NDA (non disclosure agreement), but that wasn’t possible. In sales of any kind you need to strike when the iron is hot not when you feel like getting around to it. I have had this happen to me when checking on real estate that is for sale also. The real estate sales person is not available and no one else in their office can help with a a property. It has to be the listing agent. I understand that the broker or salesperson is trying to make sure that they keep the commission to themselves, but it really is bad business practice to not service the customer. The broker or sales representative is not representing the seller of the business very well. No wonder our economy is in such bad shape. Have you ever called on real estate and been told put off? Have you ever called on a business and been stone walled by their representative?

Feb
17

Customer wants to claim computer equipment after 9 months

complaint

A customer actually came in the store and tried to claim their equipment that they left with us 9 months ago for service. We looked back at the notes and we had called them every month for 3 months straight. They never called us back. We left numerous messages. Our policy which is on the wall and is also on our service tickets states that equipment left with us gets donated or recycled after 30 days. We didn’t discard the equipment until the 4th month just to be sure. The laptop which the customer left was 7 years old and it would have cost more to repair than it was worth. We were very nice about it and told them that the equipment had been discarded according to our policies. The customer then became extremely angry and used a few choice words. We just kept repeating what the policy states and that we tried to contact them. We finally had to ask them to leave because they were becoming verbally abusive. I personally wouldn’t even consider getting my equipment back after that period of time. What do you think?

Mar
13

Hold that Computer

money-out-the-window

Customer comes into the store on Monday and leaves a $50 deposit for us to hold a computer for him until Friday. We take the custom computer off the shelf and set it aside for him. The customer calls us on Thursday and says that he found a better deal, he saved $8 off another computer with the same specs. The sales rep tells him that we will give it to him for $12 less so that he can save a little money on the deal. The customer says that he already purchased the other computer. We gave the customer his deposit back. This really upsets me for 3 reasons:

1. The customer gives us a deposit on a computer and continues to shop for another computer.

2.  We are taking our inventory off the floor so that it can’t be sold to someone else.We have to order more equipment to replenish stock.

3. The customer doesn’t give us a chance to help him out, he buys a different computer from someone else.  He could have called us before he purchased it and said something. It would have been nice if he would have given us a chance considering we spent time with him and educated him on what he needed to buy.

I am not sure if it the economy or if some people are just this way every day. What do you think?

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