Maybe it’s because my job revolves around how to better serve customers and I notice it more, but it sure seems like a majority of businesses only care about the sale.
My recent online purchase from Yankee Candle…
Please note that Yankee is the largest candle manufacturer in the United States. Because of their poor service, I’ll be sticking with Swan Creek Candle Company.
I placed my online Yankee Candle order 3-weeks ago. Because it still hadn’t made it to my doorstep, today I looked up the FedEx tracking number supplied to find it took that long for Yankee just to create a packing slip. I reached out for help via their chat module.
Mehraj (an Islamic/Muslim name originating in India meaning moon kingdom) apologized for the inconvenience and shipping exception.
Me: It’s not an inconvenience or a shipping exception. Yankee charged me for products that weren’t delivered. Please cancel the order and refund my card with the same expediency as you debited it.
But that’s not the end of the story…
I get an email that says… “It may take up to 3 billing cycles for your financial institution to process the refund back into your account. Please contact your financial institution if you have questions about processing time.” 🙄
THREE BILLING CYCLES? Not counting the time I spent choosing my items and ordering them — or the time in chat with Mehraj in India — I quite possibly will be without my money for up to 4 months without getting one thing in return.
Candles won’t be nearly as important when windows can be open and spring is in the air.
Now you know: Danny DeVito’s short stature is the result of Multiple Epiphyseal Dysplasia (Fairbank’s disease), a rare genetic disorder that affects bone growth.
Dharma is feeling a bajillion percent better. She’s able to sleep and her eyes aren’t red and watery. No more scratching, chewing her feet, and panting. Yippee! I still have 10 days of ear medicine to administer, but the improvement already is huge.
Same vet, but what about the service?
I’ve been going to the same vet for YEARS. One of the services I appreciated — and was charged for — is no longer offered. They will no longer trim nails. Why? Because they’re simply too busy now.
My vet instead offered a tranquilizer so I could easily take her to a groomer. I think that sucks. It was between $11 and $15 bucks for a nail trim (can’t remember exactly) that took a couple minutes. How long does it take to prepare a tranq? 🙄
I also noticed the vet didn’t come back in the room after he took Dharma to the back for her shot. Some chick blundered in with her instead, tripped over her leash, and pushed the ear medicine into my hands. Busy is great for business… it’s more money, right? But the experience I received when trusting my vet with my family member was lacking.
processing — what customers have a right to expect
service — willing to add an ingredient of engagement to enhance the interaction
experience — connect on a higher level so the interaction is perceived to be personal (the way the experience made the customer feel)
I spent over $200 bucks and the processing was great — Dharma is better. A nail trim (even a $15 one) would’ve been service. Since we didn’t make it to step #2, there’s no way we can get to step #3.
I’m disappointed.
Now you know: (Sittin’ On) The Dock of the Bay was recorded by Otis Redding just 72 hours before he died in a plane crash.
I received two emails from two different utility companies. The first one didn’t alarm me or anything — I just think it’s bullshit. The second one I think is nothing but creepy.
Centerpoint Energy — Gas Company:
My house in Seymour is heated with gas. Centerpoint is the only utility available in the area to choose from. Let’s face it… gas prices are HIGH and they make a nice profit. They’ve selected another company to offer gas line plus coverage that may be paid through their regular billing. It’s $3.74 month. They list scary scenarios that would take a huge bite out of anyone’s wallet at a time when storms are happening every single day.
They want gas to get to my house so I can pay them sometimes $300+/m in the winter, right? Why then, wouldn’t they provide the coverage and pay the $44.88 a year on my behalf? I mean… they could up my bill that much and I wouldn’t even notice.
We offer a service for a fee — a speaker at your event. Wonder if our clients would like to pick up an insurance policy just for the speaker? NOPE. WE carry the $2 million liability policy naming the client as the insured.
Duke Energy is even worse!! Electric Company:
The second email was from Duke Energy. It also serves the Seymour house and is the only choice. They want to give me $75 up front plus $25/year. What do they want in return? THEY WANT TO CONTROL MY THERMOSTAT REMOTELY!
“When energy demand is high, a signal is sent to your enrolled thermostat that temporarily adjusts the temperature to help reduce energy.”
Duke Energy Corporation
Absolutely not! I’m not Walmart and you’re not corporate headquarters. I’m a CUSTOMER and you’re not controlling my shit. I’ll go back to a plain ole’ thermostat or slap an ugly window unit in before I let some company reach out and touch the thermostat in my house. And I’m not even the one living there! ðŸ˜
AND THE GOVERNMENT IS PUSHING ELECTRIC VEHICLES?? 🙄
As we become a world more digitally connected, you can expect a whole lot more of the same. I’m sure in larger cities, this has been a thing for a long time. I’m a customer of both of these utility companies and what they’re asking really concerns me.
Something else that concerns me?
Mr. Pesky gave me a green tomato almost 2 weeks ago and I’ve been trying to get it ripe. Darned thing still isn’t red and it’s as hard as a rock! ARG!
And finally, my Oura ring is totally ticking me off!
Oura has added circles — it’s where you can share with friends/family who also have Oura rings. There are 3 main stats, and even my Mom is smoking my score!
I walked over 1.5 hours on the treadmill at a brisk pace and pushed to 128% of the goal that Oura set for me. I don’t know if the darned thing thinks I’m superwoman or what… but SHEESH!
Today I Learned: Researchers have found that loneliness is twice as harmful to our physical and mental health as obesity, and equivalent to smoking 15 cigarettes a day.
There’s one more day of work here to be done. Mr. Contractor didn’t show up yesterday as promised — and he hasn’t answered the text I sent this morning asking if he planned to be here today.
Working from home is hard if workers aren’t reliable.
I have a call this afternoon that’s a pretty big deal. My luck, the worker dudes will show up in the middle of it. The last call I had with this organization was interrupted by the HVAC team. I can’t afford another challenge like that one.
I’ve been holding off on finishing things up that I can do by myself until the last of the contractor’s work here is done. That sounds great in theory, but it just keeps dragging on and on and on.
I’m still smiling!
And the turmoil isn’t causing Dharma to lose one minute of sleep. All of the inconveniences that are stroking my last nerve have zero effect on her.
Why are contractors immune to the rules that most businesses are required to follow?
You know the rules I’m talking about, right? Like… showing up — or at least letting your customer know if you can’t. Like doing what you said you would do when you said you would do it.
I can only say good things about the quality of work I’ve gotten from my contractor. And I guess contractors are so darned busy and in demand they don’t have to follow any “customer experience” protocols.
I’m just ready for a bow to tie this up so I can give a standing ovation, a final check, and a boot out the door. 🙂
TIL (Today I Learned): The invention of bicycles was fundamental to the early women’s liberation movement. Bicycles promised freedom to women long accustomed to relying on men for transportation. It was also the main reason corsets and long skirts fell out of fashion in the early 20th century.
The big scary storm is turning out to be not so scary after all. At least so far anyway. While this slushy stuff may change to snow later today, right now it’s just a whole lot of wet. I watched a Facebook video of my buddy, Alisa, making her way to work in Seymour this morning and she said all is clear.
The Weather Channel fail…
Alisa does a whole lot better relating weather conditions than weather.com. Yes, seriously. Because I HATE ads and prefer up-to-date weather info, I decided to pay for their Premium Pro Annual service. Opening up the app, I’m still getting ads… same ole’ thing I got before.
It’s nearly impossible to contact anyone there — the only link where you can email about an issue is “feedback.” Oh, I have feedback, alright! I noted my issue and promptly got a reply…
Thank you for taking the time to write to us, our team has received your request. Our goal is to respond to all questions and concerns but due to volume we may not be able to answer all inquiries. We are, of course, delighted to hear back from you when we reach out. Â But if your response is delayed by more than 90 days, it will open a new case.
The Weather Company Support Team
MORE THAN 90 DAYS??
It could be May before y’all fix what I paid for? I don’t think so. I gave them 24-hours and cancelled my subscription. I plan to focus my efforts on booking consulting for the company — you know… on how to treat customers. 🙄
TIL (Today I Learned): Amelia Earhart and Eleanor Roosevelt once during a White House event, commandeered an airplane, and went on a joyride to Baltimore.
