Ways to further infuriate an upset customer

by Rebecca Morgan, CSP, CMC on October 1, 2014

I’m remodeling my kitchen and selected the granite fabricators based on my neighbors’ reports on their great customer service. I found that to be true all along the way until the end.

When the granite was installed, we discovered they’d made the sink cutout template wrong so the overhang over the sink was right on three sides but not on the front. My contractor had several discussions with the rep beforehand ensuring the overhang was to be the same on all 4 sides, and reiterating it with the guy sent out to ensure the job template was right before cutting the stone.

It may not seem like a big deal, but 3/8″ can make the difference between brushed crumbs landing in the sink vs. on the sink edge, which would be a pain to clean.

When the granite was being installed, my contractor pointed out the problem immediately to the installers. The three installers wanted to scrap the $800 piece of granite.

I called the fabrication rep immediately and left him a message.

My contractor and I explored my options. If we made the fabricator tear out the granite, it would cost them $800 for the granite, 3 guys 2-3 hours at $50/hr to tear it out and install the new piece, an hour of fabrication time, plus repairing any damage to the cabinets. All in all, we figured the company would be out close to $1500 to make it right.

A week later, no word from the rep. However, I did get a bill, minus a 3.2% discount for the wrong template.

What????

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Are you unknowingly insulting others?

by Rebecca Morgan, CSP, CMC on September 29, 2014

For 3 months I’ve interacted daily with my remodeling contractor. He’s a sweet, thoughtful man who goes out of his way to make sure I’m feeling good about his work.

He recently shared with me that a new woman client refused to give him a key or use a lockbox at her house — she had to be home whenever he entered. This makes it difficult to get his work done. When he asked about other options, she said, “I want to be home when you’re here. I have daughters and I don’t want anything to happen to them.”

He was insulted.

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What sayings are holding you back?

by Rebecca Morgan, CSP, CMC on August 11, 2014

When I hear someone declare, “There’s nothing new under the sun” I want to scream, “Have you not been alive the last 10, 20, 30 or 40 years?” So much new has been invented you’d have to have been living under a rock to believe the trite saying they so adamantly express.

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The theater of AT&T

by Rebecca Morgan, CSP, CMC on August 7, 2014

I’m not talking about an actual physical space, but instead, of the verb form. An action that is just for show.

While doing some work on my house, the crew accidentally messed up the outside box where the wires come into my house. I have VOIP through Comcast so wasn’t sure the wires were even relevant. So I called Comcast and they told me to call AT&T.

I did. The rep was helpful and said the wires running to the house were their responsibility so she scheduled a guy to come out the next Monday. Since it was Friday and it wasn’t urgent since I still had phone service I said fine.

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Lesson from a proud vendor

by Rebecca Morgan, CSP, CMC on July 15, 2014

My visit to the summer farmers’ market yielded a delightful feast for the eyes and mouth. The bright-colored fruit and veggies were displayed with gusto. The abundant fruit samples at the many stalls were succulent delights.

Approaching a vendor displaying large watermelons, I asked “Would you do half?” He nodded yes. “How much?”

“Five dollars” he responded with an impish smile on his face — a whole melon was $5. I obliged with an exaggerated expression of disbelief.

“No!” I exclaimed.

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When you need to give a hug

July 6, 2014

When I stepped on the hotel elevator on the second floor, the only other person inside was a twenty-something woman. She was crying but working hard to not. Yet she couldn’t stop. I have been there — something hurts so badly you can’t control the emotion, even when you’re in a public place and you […]

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A super star septuagenarian

June 3, 2014

Many people would assume that she was a stay-at-home grandma who mostly watched TV and crocheted cozies. How surprised they would be to see this 70-ish woman navigate through the Macy’s computerized cash register with aplomb.

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How’s your follow through?

May 25, 2014

In my experience, lots of people say yes to things they never provide. Some people even volunteer to do something that never materializes. And they don’t even have the professionalism to get back to the person or group to whom they committed to tell them they won’t be delivering what was promised. Two recent occurrences […]

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Young philanthropist is an exemplar

May 17, 2014

Augustus, almost age 4, decided to do a good deed.

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When a deal isn’t

May 13, 2014

When in Cambodia, I love to get pampered. It’s easy to do since you can get a 1-hour massage for $8. So the first few days of my recent trip I tried various massage places, spending as little as $3.50 for a 1-hour massage during its “happy hour” afternoon special.

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