I want to share a story with you about a large company that prides themselves on being an industry leader when it comes to product and customer service. They have a global brand and offer many products worldwide. Last week I made an appointment to go into one of their innovative stores for a customer service call
Here’s the problem, I was one week away from my warranty being expired and my wife’s phone stopped working, so I made an appointment to get it repaired. I was willing to drive across the city from Oshawa to Toronto as there are no stores in the east end to get this matter resolved, but I hit traffic and I was 7 minutes late! When I walked into the store and introduced myself and explained that I was here for an appointment. “What time was the appointment?” says the Customer Service Representative “1:30pm” I said. Sounds like what most people would say and I was happy to start getting my problem resolved. “It’s 1:37pm, sir, your appointment was for seven minutes ago; we have already cancelled your appointment but you could reschedule for later today if you like.”
At that point I had to turn around and go all the way back home 45 minutes and start again. I understand that it is important to be punctual but there are some times that you just can’t control some circumstances, like traffic! I have to ask, where does the line get drawn in the sand for people having compassion and going the extra mile? Or is it really about the almighty dollar and how many people you can get in the door?
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