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Old 07-22-2008   #1
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Default TheBusinessofNo.com - Customer Service Blog

Hey guys,

I started a blog about customer service because I simply can not stand it anymore. I believe that the epidemic of bad service is one of the main factors crippling the American economy (after the weak dollar and the price/de of oil) as well as ****ing us all of with insulting behavior.

The blog tells stories (both good and bad) about how customer service should be.

Note: NOBODY is safe. Not airlines. Hotels or even home theater installers. Nobody. We also have stories of companies who REALLY know how to do it.

If you want to read this blog or sign up for email notices - check out http://TheBusinessofNo.com

Post comments here on what you think and or email me with story ideas from your world. I am working on one now about the WORLD'S worst AV installer (he's based in Paradise Valley, Arizona) and you won't believe his tactics. He went so far as to insult me, my father, AVRev.com and the installers in LA while asking for an 85% down payment and $1000 for future service because he doesn't warrnaty his own work. Note - this guy is a trunk slammer with two trucks and no showroom.

Enjoy....

http://TheBusinessofNo.com
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Old 07-23-2008   #2
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Default Re: TheBusinessofNo.com - Customer Service Blog

Guys like your WORLD'S worst AV installer are a dime-a-dozen. This is what you find when you do not properly research an installer before you talk to them. For me, a store-front is a must. If you don't have a store-front, you don't even get a chance at my business. This guy you are talking about is probably listed with a phone number that came with his disposable cell phone that he bought down the street at the gas station.

Like anything else you spend your money on, Buyer Beware!

Last edited by rlpiii; 07-23-2008 at 08:44 PM..
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Old 07-23-2008   #3
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Default Re: TheBusinessofNo.com - Customer Service Blog

Customer service ended in this country when we started allowing cashiers to hand us a wad of money instead of counting it out to us as change. And no, counting how much money given to you is not the same as counting back your change. This is something most of us learned in the 4th grade.

Whenever a cashier tries to hand me a wad of money with some remark like, "Here's your change." I ask them to count it back to me. Sometimes this ****es them off. I explain how that by doing so they will avoid mistakes which could cost one of us and they get even more mad. I once ordered eleven dollars and some change worth of Carl's Jr. choke and puke and paid with a Ben Franklin. The cashier handed me a wad of money and said, "Here's your change." I replied, "How do I know it's the correct amount if you don't count it back to me?" She got mad, and instead of counting my change back to me she counted the money and announced that there was Ninety-nine dollars and thirty seven cents and handed it to me. I told her that there may be that amount of money, but how do I know its the correct amount? She thought I was accusing her of short changing me and got even madder. So I demonstrated for her how to count change by starting with how much I owed her and counting up to how much I gave her. She realized (when she saw that I still had money left) that she had given me ten dollars too much and wanted it back. I told her that if she had not got mad when I asked to have my change counted I would gladly give her back the ten dollars. However, the way it is now, it cost you ten dollars for the lesson which will keep you from making the same mistake in the future!

There are still companies out there with terrific customer service. SunglassSales.com is one of them. You pay full M.S.R.P. for your sunglasses, but you receive them quick, don't have to worry about whether or not they are counterfeit, they always include extras like cases and cleaning cloths, and if there is a problem they don't quibble - they fix it.

No, I don't work for them. I have purchased 4 pairs of sunglasses from them over the years and have always been impressed with their willingness to go the extra mile to make sure that my expectations are exceeded.
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