Comments on: Work for the 99%, not the 1% http://www.serviceuntitled.com/work-for-the-99-not-the-1/2007/06/05/ The blog about customer service and the customer service experience. Fri, 10 Feb 2012 08:35:59 +0000 hourly 1 http://wordpress.org/?v=3.3.1 By: Service Untitled » It’s Company Policy - customer service and customer service experience blog http://www.serviceuntitled.com/work-for-the-99-not-the-1/2007/06/05/comment-page-1/#comment-174330 Service Untitled » It’s Company Policy - customer service and customer service experience blog Sat, 01 Sep 2007 03:09:58 +0000 http://www.serviceuntitled.com/work-for-the-99-not-the-1/2007/06/05/#comment-174330 [...] Seth Godin has a great post on giving (and receiving) the benefit of the doubt. Also, check out my post saying to work for the 99%, not the 1%. Technorati tags: Policies, Customer Service, Customer Service Experience, Robot, Geek Squad, Nordstrom « The Key to Success in Retail   [...] [...] Seth Godin has a great post on giving (and receiving) the benefit of the doubt. Also, check out my post saying to work for the 99%, not the 1%. Technorati tags: Policies, Customer Service, Customer Service Experience, Robot, Geek Squad, Nordstrom « The Key to Success in Retail   [...]

]]> By: Service Untitled http://www.serviceuntitled.com/work-for-the-99-not-the-1/2007/06/05/comment-page-1/#comment-75719 Service Untitled Tue, 12 Jun 2007 04:50:48 +0000 http://www.serviceuntitled.com/work-for-the-99-not-the-1/2007/06/05/#comment-75719 Hi Jeremy - Thanks for your comment! It definitely seems like the store gave you the run around. I hope they change their policy sooner than later to avoid losing more customers. Hi Jeremy -

Thanks for your comment! It definitely seems like the store gave you the run around. I hope they change their policy sooner than later to avoid losing more customers.

]]> By: Jeremy http://www.serviceuntitled.com/work-for-the-99-not-the-1/2007/06/05/comment-page-1/#comment-75622 Jeremy Tue, 12 Jun 2007 02:11:38 +0000 http://www.serviceuntitled.com/work-for-the-99-not-the-1/2007/06/05/#comment-75622 A really big Toy Store just lost a lot of business in a DFW suburb for the 1% rule. Z received a gift for his birthday that is a duplicate of something that he already has. He also received a few [Toys Store] gift certificates so we took the duplicate gift [a toy that [Toys Store] carries] along with the gift cards to do a little shopping this afternoon. When we went to the Customer Service Center [and I use the term “customer service” loosely!], we were told that they cannot do any exchanges if there is no cash register receipt, gift receipt or internet receipt even if they carry the item {the return policy changed as of June 12, 2006}…they won’t even give you store credit on a gift card so that you have to spend the money in their store at their exorbitant prices {this item sells for $24.99 at [Toys Store] and $17.84 at [DISCOUNT]}! If I could provide the phone number of the person that gave Z the gift, they could search their database to see if it was purchased at [Toys Store] {that alone seems a little creepy to me and somewhat an invasion of the purchaser’s privacy}. Not remembering the phone number of the purchaser off the top of my head, we opted to put the gift back in the car and spend the gift cards at [Toys Store] for what I plan to be our LAST visit to [Toys Store]. Please join us in boycotting [Toys Store] until they change their return policy…no more [Toys Store] gift cards for parties, no more gifts from them, etc. If you are interested in voicing your opinion on this policy, you can call Guest Services at 1-800-869-7787 and select the Return Policy option [believe it or not, they get enough complaints to have operators that specifically deal with this issue!] A really big Toy Store just lost a lot of business in a DFW suburb for the 1% rule.

Z received a gift for his birthday that is a duplicate of something that he already has. He also received a few [Toys Store] gift certificates so we took the duplicate gift [a toy that [Toys Store] carries] along with the gift cards to do a little shopping this afternoon. When we went to the Customer Service Center [and I use the term “customer service” loosely!], we were told that they cannot do any exchanges if there is no cash register receipt, gift receipt or internet receipt even if they carry the item {the return policy changed as of June 12, 2006}…they won’t even give you store credit on a gift card so that you have to spend the money in their store at their exorbitant prices {this item sells for $24.99 at [Toys Store] and $17.84 at [DISCOUNT]}! If I could provide the phone number of the person that gave Z the gift, they could search their database to see if it was purchased at [Toys Store] {that alone seems a little creepy to me and somewhat an invasion of the purchaser’s privacy}. Not remembering the phone number of the purchaser off the top of my head, we opted to put the gift back in the car and spend the gift cards at [Toys Store] for what I plan to be our LAST visit to [Toys Store]. Please join us in boycotting [Toys Store] until they change their return policy…no more [Toys Store] gift cards for parties, no more gifts from them, etc.

If you are interested in voicing your opinion on this policy, you can call Guest Services at 1-800-869-7787 and select the Return Policy option [believe it or not, they get enough complaints to have operators that specifically deal with this issue!]

]]> By: Libraries without fear « The Fifth Law http://www.serviceuntitled.com/work-for-the-99-not-the-1/2007/06/05/comment-page-1/#comment-70060 Libraries without fear « The Fifth Law Wed, 06 Jun 2007 23:04:39 +0000 http://www.serviceuntitled.com/work-for-the-99-not-the-1/2007/06/05/#comment-70060 [...] The second post is from Service Untitled, “Work for the 99%, not the 1%“: A lot of companies treat their 99% like criminals because of the 1%. You have probably been a store where you have to a dressing room unlocked or get a number saying how many items you brought in. This is because the 1%, or even the 5% steals from the store and they have ”had to” implement this policy. [...] [...] The second post is from Service Untitled, “Work for the 99%, not the 1%“: A lot of companies treat their 99% like criminals because of the 1%. You have probably been a store where you have to a dressing room unlocked or get a number saying how many items you brought in. This is because the 1%, or even the 5% steals from the store and they have ”had to” implement this policy. [...]

]]> By: Rob Wallis http://www.serviceuntitled.com/work-for-the-99-not-the-1/2007/06/05/comment-page-1/#comment-69983 Rob Wallis Wed, 06 Jun 2007 21:54:09 +0000 http://www.serviceuntitled.com/work-for-the-99-not-the-1/2007/06/05/#comment-69983 The above should have included <a target="_blank" href="ttp://www.customersarealways.com/2007/06/11_ways_to_lose_customers.html" rel="nofollow">this link</a>. <a rel="nofollow" href="http://www.customersarealways.com/2007/06/11_ways_to_lose_customers.html" rel="nofollow"> </a> The above should have included this link.

]]> By: Rob Wallis http://www.serviceuntitled.com/work-for-the-99-not-the-1/2007/06/05/comment-page-1/#comment-69980 Rob Wallis Wed, 06 Jun 2007 21:52:49 +0000 http://www.serviceuntitled.com/work-for-the-99-not-the-1/2007/06/05/#comment-69980 My comments on "How to lose customers" article: Reply to their email with a computer-generated response, then actually attempt to answer their question with another computer-generated response. This actually happened to me with IKEA. I emailed them through their website, asking about specifics about their return policy. I received what appeared to be a computer-generated email, apparently pulling the keywords "return policy" out of my message, and parroting the text that was already in place on their website. My comments on “How to lose customers” article:

Reply to their email with a computer-generated response, then actually attempt to answer their question with another computer-generated response. This actually happened to me with IKEA.

I emailed them through their website, asking about specifics about their return policy. I received what appeared to be a computer-generated email, apparently pulling the keywords “return policy” out of my message, and parroting the text that was already in place on their website.

]]> By: noturnonred.org - thoughts on the retail industry, visual merchandising, customer service, and good design http://www.serviceuntitled.com/work-for-the-99-not-the-1/2007/06/05/comment-page-1/#comment-68779 noturnonred.org - thoughts on the retail industry, visual merchandising, customer service, and good design Wed, 06 Jun 2007 03:47:57 +0000 http://www.serviceuntitled.com/work-for-the-99-not-the-1/2007/06/05/#comment-68779 <strong>Express Lane for 6/5/2007...</strong> Rundown of things I’m digging, on the web, today, June 5: This link has made it’s way around the web, but for good reason: New York Magazine has provided a fascinating look into how various businesses are run, and able to stay alive, in New... Express Lane for 6/5/2007…

Rundown of things I’m digging, on the web, today, June 5:
This link has made it’s way around the web, but for good reason: New York Magazine has provided a fascinating look into how various businesses are run, and able to stay alive, in New…

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