Good customer service is hard enough to come by these days. Everyone’s in a rush to check items off their to-do lists and sometimes simple customer service takes a back seat. Recently I experienced such amazing customer service that I needed to share.
Busted. Old. Cracked. Broken. I am not talking about me; I am describing the mangled kitchen drawer that sat on my kitchen counter. Apparently the Gorilla glue that the previous owner had used just couldn’t take another tug. I needed a whole new kitchen drawer.
I assumed a quick call to the local home improvement store would be sufficient. My kitchen cabinets are pretty standard; surely there would be an easy replacement. I took the measurements and made some calls.
First off, as a customer and someone who is not handy at all, I expected to reach someone knowledgeable and willing to help. All the branding and commercials with smiling associates helping folks like me become DIY experts makes me feel all warm and fuzzy inside. But what I encountered wasn’t quite so warm. Or fuzzy. Here’s an excerpt:
Me: “I have a broken kitchen drawer. Here are the measurements. I looked up on the internet and saw that you had one slightly bigger but not the size I need, do you carry this size?”
Home improvement store (after being transferred to two different people): “Nope. That’s not a standard size we carry. Sorry.” (hung up)
Once they knew they didn’t have the size I needed, it wasn’t their problem, and I felt I was being pushed aside so the next call, person, task could be tackled, without any suggestions about how to solve the problem. I was feeling pretty frustrated. So I called a store that specializes in cabinetry.
Me: “I have a broken kitchen drawer. Here are the measurements. Can you help me?”
Local cabinetry place: “We can’t do it if we didn’t install it. Sorry.”
Me: “Do you know of anyone who can do this?”
Local cabinetry place: “I would go to the local lumber yard. They may do custom drawers.”
This was better. I now had some sort of direction. At least the local cabinetry place was helpful enough to present me with an option, but I still felt like I was being pushed off on someone else because my problem didn’t fit a particular mold for them.
So I made another call. (more…)