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Loading ...Abraham Harrison friend Joe Jaffe had a tough weekend.
Seems all he wanted to do is just return two defective toys that his four year old son got for his birthday. Unfortunately he tried to do this sans receipts. Nice try, Joe. Ain’t gonna happen.
You can feel his pain. You’re there with him the whole way through. The subtle sense of mission as he enters the store. The initial confusion, that this couldn’t be. Which is first followed by hope, then determination, then pleading, then frustration, then anger and then frustration once again. You can feel his emotions, and your muscles will tighten just like his did. You may perspire as I’m sure he did.
What he didn’t realize was that he was a statistic, a statistic that perfectly fit a stereotype. The stereotype of someone who comes in to return a toy without a receipt…A DAD COMING INTO A STORE ON A SATURDAY. He had no idea.
But many of us may think that the customer is in control. We’re the ones with the power now!! We know this because we read this on blogs. We’ve heard it at conferences. We’ve downloaded a white paper on it. There’s a PowerPoint somewhere on our computers that tells us this.
Sorry. Don’t want to be the barer of bad news, but pssst…we ain’t there yet. Not by a long shot. We are still customer IDs and account numbers. We are all Dads on Saturdays.
Oh, for a great series of suggestions on how to prevent this from happening (beside from remembering to bring in the receipt), read his blog entry.
Filed under: Abraham Harrison, Case Studies, Customer Ratings, Customer Service, Customer Supprt, Friends of AHLLC, Influencers, Influencial Bloggers, Integrity, Public Affairs, Public Affairs Blogging, Public Relations, Public Relations Bloggers, Public Relations Blogs, Real Life, Reputation Management, Reputation Rehabilitation, Traditional PR
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