Customer Service - Two words only found in the Dictionary
I don't know about you, but I hate fixing stuff at my house. I don't mind the work, have plenty of tools, and actually know how to use most of them. The part I hate is buying ANYTHING from Home Depot or Lowe's. Every time I go to these places, I know I'll be back at least three times to return stuff that doesn't work right or was incorrectly suggested by an employee of said business. Here's the dialog from my last trip:
Me: I need grounding wire.
Lowe's guy: What size wire?
Me: I'm grounding an outlet, I guess whatever size that is (should be #14 on a 20 amp circuit).
Lowe's guy: No, it has to be 4, 6 , or 8.
Me: Ok.
Lowe's guy: or you could use this. (points to #14 wire pre-cut in 8 inch strips).
Me: You said it had to be 4, 6, or 8.
Lowe's guy: (dumb / annoyed look as if I'm being difficult)
Me: I also need self-tapping grounding screws.
Lowe's guy: There's no such thing.
Fine. I leave knowing I can't possibly match wits with this guy. I head for Home Depot.
Me: I need grounding wire
Depot guy: What size?
Me: I'm grounding an outlet
Depot guy: There's 4, 6, 8?
Me: Uh, ok, number 6?
Depot guy: What??? (looks at me like I'm retarded even though he JUST TOLD me there's 4, 6, and 8)
Me: I know. You're the one who told me I need 4, 6, or 8.
Me: I also need self-tapping grounding screws.
Depot guy: No, you don't. The box has threaded holes.
Me: I have old boxes.
Depot guy: There's only one kind of grounding screw.
Me: You should go have sex with the Lowe's guy so whatever knuckleheaded species you're a member of doesn't die out. (ok, I just thought that, I didn't say it)
So I went to a real hardware store where a real person said "Self-tapping? Sure. Oh, I don't have any right now but try these grounding clips. They'll work, too." Let that be a lesson to everyone - good customer service costs 1.29.
posted by TBlog @ 10:15 AM
4 comments
4 Comments:
Keep in mind that if you are an average guy, 49.99% of everyone knows less than you. Just because you are new to some home project or skill, do you think that Home Depot knows more than you? Does he make more money than you? If he knows as much as you, would he be working at Home Depot? You get the point…
The other issue is our “Store Culture” is afraid of the phrase “I don’t know” or “I’m not sure” or “let’s look it up”, or “I’ll ask someone.” Apparently most people feel that this bad business. These phrases do not display competence or “make the sale”. They would rather risk looking stupid in front 1 guy, if they can BS 9 others.
In conclusion, if you find someone who does not B.S. you and is capable of helping you on occasion, hang on to them like grim death. If this mean paying my local hardware store an extra 20% for something, so be it. So next time someone asks “May I help you?” answer “Why is the factorial of 0 equal to 1?” If they try to answer you, get the hell out of there.
Z
Z, you are a man of wisdom and you're right about "store cuture," too. thanks.
Handi dudes I am all with you. We recently changed water providers in our town which meant a day without water as main lines were switched. Some sediment turned-up in a bathroom faucet plugging-up my cold water. Luckily, it was not stuck in some valve on the dishwasher.
Anyway I go to Lowes and HD with the valvle cartridge in my hand. I can't find anything remotely close to it and I am told they are not made anymore and need a new faucet.
Out with the yellow pages to find a hardware store 20 miles away. The guy takes mine apart, cleans it, tells me how to blow the feed line at the shutoff clear and then recommends an aftermarket cartridge if all of this does not work. It worked. I spent no money except for gas on a Sunny Saturday.
I like to hear that, As Z says, hang on to that like grim death.
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