Perhaps I Expect Too Much?

Saturday, December 06, 2008
Customer service is a big pet peeve of mine. Rather that's the lack of customer service. I've mentioned it before - the whole idea of customer service seems to have disappeared. Case in point was the recent trip to Reitmans which I blogged about a little while ago. I've also blogged about it here and here. Today, however, I'd like to blog about a positive customer service experience. As some of you know, I'm looking for THE bag to take with me to Europe in the spring. Sort of a mini-messenger bag that I can wear cross-body, big enough to carry my wallet, camera, a small note pad, pen, and maybe a granola bar or two. I was even willing to invest the money in a top quality leather bag, knowing that it would last a lot longer than some of the cheaply made crap from China out there. There were a couple of bags at Roots that I really liked. Unfortunately, just a bit out of my price range at the moment. Danier Leather however had a number of bags on sale and they looked as though they'd be perfect. Their website though didn't have the dimensions for any of the bags so I called their help/order line. Impressive. While she didn't have that information, she checked inventories in a number of stores, offered suggestions and was extremely polite without being syrupy. I can't remember the last time I had encountered a customer service rep who was so ... great. It was truly a pleasure dealing with her. Information and credit card in hand, I headed to the nearest location.

I said I'd like to blog about a postive customer service experience. Unfortunately it didn't turn out that way. I arrived at the store with the information for three bags including style numbers, prices and colours that I was interested in. I even measured myself and knew approximately how long of a strap I wanted. Where the bag sits is very important. From the moment I walked in the store, I knew it was a mistake. The staff were not helpful and seemingly annoyed that I knew exactly what I wanted and wouldn't take anything else. It probably didn't help that compared to the other customers in the store, who were buying coats with matching gloves and wallets as Christmas presents, my measley little purchase wouldn't have amounted to much. I'm guessing they get commission. Needless to say I left emptyhanded.

However, the day wasn't a complete bust. I made my way over to The Bay to see if they had anything new. I had found a bag there before that wasn't too bad but had decided not to get it as they wanted far too much for it. Today however? The bag was on sale for 30% off. I bought it. And two pairs of really comfy cute socks. And a burger. And it was still less than one of the other bags would have cost me. All in all...I did well I think. One more thing to cross off the list.

7 comments:

Wandering Coyote said...

Yay! Glad you got that done and off your list!

Barbara Bruederlin said...

I've had people tell me that they've had the best possible service in the known universe at Danier Leather, but I have never found that to be the case. They weren't horrible, but essentially not all that helpful.

Glad you found a bag though,

Dr. Monkey Von Monkerstein said...

Yay you.

SME said...

Wow, a half-decent customer service experience! I'm glad you preserved this for posterity. Future generations might not believe you.

My most recent bad experience was, I'm sorry to say, at The Bay. The cashier seemed to be new and didn't understand that you ring up 6-packs of soda by swiping just one of the bar codes. She did that, but then insisted that $3.99 didn't "seem like enough". She apparently thought Cokes cost $4 each, and wouldn't let me pay any less. She finally gave in after I told her to just forget it and prepared to walk away, but this was after about 5 minutes of her hemming and hawing. Sheesh.

Alas, as a vegan, I will never have the Danier Leather customer service experience. ;)

Milla said...

Ta-daaaaaa!! And I will be one of the ones who'll see the bag :) and perhaps share the granola bar...
Just kidding!

Perhaps you could write a note to the company about their customer service: good over the phone and bad face-to-face. I did that once with a company called Burton and they replied -and sent me £10.00 in vouchers as a 'thank you' for taking the time to write some feedback to them.

mister anchovy said...

I usually just like to be left on my own to find what I need to find without anybody trying to "help" me. If I have a question, or if I need help, I'll corner someone.

sp said...

Glad to hear that there was a good customer service experience for part of your journey. It seems like it worked out for the best since you ended up getting a better deal on a bag you liked at the Bay.

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