Just listen

Feb 17, 2009

Sometimes you should simply LISTEN.

You know, as we are facing a challenging economy, you would think that companies would try harder when it comes to the way they treat customers. Not so in many cases. I’m pretty sure that Paypal doesn’t need me. I’m pretty sure they could care less about me actually. But as a customer that pays a monthly fee for credit card processing, as well as a percentage of everything that goes through, they should.

In July of 2007, I initiated a charge for the purchase of a product by Mr. XYZ. Mr. XYZ entered all his information on a credit card request form and signed it. His product was shipped, and I processed the invoice for payment. Mr. XYZ then disputed the claim through Paypal as he didn’t recognize me as the seller on his credit card statement. No problem. I uploaded the signed credit card document to Paypal on the dispute page, and they emailed my customer. Mr. XYZ said that the claim was indeed valid and the funds were released to my Paypal account.

Fast forward to February 2009 and the dispute is still showing open on Paypal. I call customer service to simply ask if there is something that I needed to do to close the dispute. Mr. Paypal says he will check the claim and puts me on hold. Very prompt in his return to my call, he begins to explain in a loud voice each step of the dispute process including the dates and details of each corresponding item. It’s word for word what I can already read on my screen, and that’s not why I called.

Me: I am aware the funds were released, I just…
Him: Let me finish!!! *said in his best Regan/Linda Blair (from the Exorcist) voice*

I let him ramble, but a part of me wanted to say, “Wait a minute Shithead, I am the customer! How dare you use that tone with me!”

At the end of the day, I am not going to drop Paypal — their organization is respected for providing secure online services. I have to give them credit — Mr. Paypal was an English speaking representative. But still, couldn’t he have just been a little more respectful, a little less condescending, and a lot more open to what the customer (me) REALLY wanted? He could have simply listened.

coming to the burg…

Feb 16, 2009

It’s official — the burg is getting a new grocery store! Now how awesome is that?

Back in the day, the burg was home to not one, not two, but THREE grocery stores. Then there was two. One of the two that remained in the 70’s was owned by my family. The new store is going into the very building that we operated in so many years ago. A lot has changed since then, and the old building is getting a facelift as well:

This new business is the talk of the town, and I sure hope that everyone supports it by actually buying groceries there (instead of making the 7 or so mile trip south to Wal-mart). I can remember when the building on the corner of Main and US 31 was McKain’s Market. I can remember when the IGA was slated to come to town and our family was pretty sure that we would starve. We were all but ready to be gobbled up by the big fancy store that could offer discount prices that we simply couldn’t compete with — but even our family wasn’t counting on the qualities of Dallas McKain.

The first few weeks, we waited for our loyal customers to come, but instead saw their cars parked in the lot of the IGA on our way home. I can remember Henry Shaneyfelt was the only customer we had one full day — I was just a kid, but he held a special place in my heart after that forever.

It took about 3 weeks for our regulars to begin trickling in — longer for those who had credit and could get their staples right down the road without paying a past due bill. Still, the big bad IGA didn’t beat McKain’s Market. The doors didn’t close and we didn’t starve. My Dad did what he did best…treated everyone special and sold the best cuts of meat available anywhere.

I can’t wait to see what the new owners do best — and how supportive the community is of their efforts.