It’s no secret that I have a family that consists of 3 lovely girls, a husband and myself. Being a parent is another area where I don’t profess to be an expert or a guru. Far from it. My oldest daughter has been BEGGING for a cell phone for at least 2 years to which I have managed to maintain my “no” stance. Perhaps I should say.. HAD managed.
A couple of weeks ago, we were at the mall picking up some BTS staples when she did what she normally does when she sees the AT&T kiosk.. she bolted off and started picking up the sample phones. What happened next floored her and stunned her into silence ( a rarity).. I started talking shop to the guys behind the counter (mark this as mistake #1). We reviewed the different phones, packages that included adding her onto my existing line and options that she would need (unlimited texting for one). The sales guys were very pleasant and it seemed like everything was handled smoothly (mistake #2). We left with a new phone for her and unbeknownst to me.. a huge mess of my AT&T account.
The first bell rang 1 week later when I tried to make a call and couldn’t because I was being forced to “acknowledge and accept” my new 2 year contract. Why would I want to do that?? I am already in the middle of a 2 year contract.. wouldn’t that be counter-productive? So, I finally give in and accept it just so I can call them to find out what was going on. After 2 calls, I speak with someone who understands what has happened and tells me that I need to go back to the original kiosk (uh-oh) and have them fix it.. they can’t do it at their level.
Great. Another trip to the mall (I’m not a fan, by the way). First trip.. I’m there when the doors open. Problem – they’re not. 35 minutes later, the guy shows up and yep.. he can’t help me.. I need to come back so his manager can fix it. Another trip to the mall. Lovely.. two days later, I show back up.. Manager’s there, he fixes it and I leave happy. All is well with the world.
I log in to check something and what to my wondering eyes should appear but a phone bill TWICE the amount it should be. Seems the guys at the kiosk missed the “unlimited texting” piece, removed me as primary number and a few other things. I call my friends over at AT&T and by sheer luck, get connected to what must be the wonder-boy of customer service who waves his magic wand and fixes it. Everything. Didn’t say .. “sorry you have to go back to the mall”.. didn’t say “sorry..we’ll make it unlimited moving forward but you’ll have to pay this month”. He FIXED it. And he was pleasant, cheery and he joked with me. He also saved me from what I felt was going to be a coronary moment.
Just like that he was my hero – he was the person that AT&T should strive to have every single customer service rep be like.
That’s what good service looks like friends. Good service recognizes that I’ve been a loyal customer for years and respects that I have other options and WORKS to make me happy. We need more of that. More important than that, we need more customers applauding good service.. taking names (his name was Darrell) and giving them praise. And even more important than that.. we need companies who recognize and reward their individual brand ambassadors (employees). Because, just like the customer that can jump ship, so can the staff. And if it’s staff like that jumping ship – hey.. one company’s loss is another company’s treasure!
What’s your good service story?