What has happened to Customer Service?

What has happened to Customer Service?

By Kyle McGuffin

My first job was working at a sporting goods store called East London Sports now called Source for Sports London. The best person I have ever seen in my career to this point in dealing with customer service issues is Colin Hopper who is one of the owners. Everyone that walked in the store asked for him by name “Hop”. Colin gave me my first job opportunity at 14 and he could not have been a better teacher of engagement. He had passion for what he did and he genuinely cared about each persons experience in the store. I remember watching him operate and saying I want to be like him. One day my moment happened, it was just before Christmas and guy in his 50’s just broke down in the middle of the store. He could not take the pressures of life and the holidays and lost it. It has happened too many of us I’m sure. I asked him if I could buy him a coffee and I left the store with him to walk across the road. He just needed to talk with someone and after we talked the man bought ski packages for his entire family (5 people). I actually drop in the store when I am in town and one time he was in there and he shook my hand and said he will never forget that cup of coffee and thanked me again. What was the lesson learned? Turn a negative situation into positive and you enforce your brand and loyalty. Value is earned not forced and must be created by listening and giving support when asked.

Now let’s talk about today’s customer service experience. In 2008 I purchased 4 Pirelli Sottozero tires with rims so I would be prepared for our winter. I leased a new car and wanted to be prepared for the winter. I live in a snow-belt area and shared this information with the sales person. I have learned that they are a high performance tire and supposed to be one of the best for snow. After my first winter was over I removed the tires and noticed that my front tires were really worn. I was shocked. So I reached out to Pirelli and spoke to the regional manager David Ortoli. I have never experienced such an interrogation in my life. It was like I was in Napoleonic law where you are guilty and have to prove your innocents. He actually informed me that this type of tire needs to be rotated every 6,000 km’s. Do you know anyone that rotates their tires in the winter? This tire clearly did not meet my needs. However, Pirelli would not accept any responsibility and for the first winter the car company stepped up and provided a new set at cost. Since we are getting close to winter I checked my tires and noticed that once again the tread of the tire that I had on the front are worn out and very much done.

When you are looking for a winter tire this season be aware of Pirelli Sottozero policies or lack of support or you will be buying new tires every winter.

Why does a manufacturer in this day and age not step up and work with their customer? Why was the dealership not trained on the key elements and wear of the tire? But the fact that they were not willing to take any responsibility in a transaction is unacceptable and has lost me as a customer for life.

Go above and beyond in everything you do and you will always see rewards.

Make it a great day!