Search This Blog

Friday, January 22, 2010

MAYBE Sears DOES care??

Several months ago, I blogged about my discontent with Sears (and Nordic Track). Well, the power of social media has eventually led Sears to contact me about by dissatisfaction with its service.

You may remember that my wife and I were poorly served by Sears concerning the delivery and installation of a Nordic Track treadmill I had purchased at Sears. To fully review, check the Sears blog of October 14, 2009. As far as I was concerned at that time, I was done dealing with Sears and, by publishing the story, I'd "gotten even" with them for their apparent lack of caring about a pair of longtime cusotmers.

That was until the day before yesterday. About ten days ago, I received a call from a gentleman named Robert, representing Sears, who left a cell message and asked me to call him back at an 800 number to discuss our situation. After about 5 voice mails between the two of us, he finally reached me on Wednesday, the 20th. By the way, Bob was calling from Austin, Texas and I live in Indianapolis.

Neither of us had a copy of the actual blog available (I was in my car), so I repeated my entire story as best I could. He did a terrific job of listening. He offered a very sincere apology and, understanding that the situaion was beyond solving, also offered me a gift certificate or a discount, and promised to see what he could do to help Sears solve the problem on behalf of its millions of customers.

He also tellingly admitted to me that he'd heard similar stories many times. His exact words: "You're not the first with this kind of complaint!"

He told me I'd get a call in about 10 days to verify that I'd received the gift certificate I accepted. He also emphasized that he understood the certificate does not make up for the irritation and inconvenience my wife and I suffered.

In short, he did everything he could at the time. And I feel better towards Sears thanks to his efforts. I emphasized that I doubted Sears would ever get as "customer friendly" as it used to be but that I appreciated any efforts he could put forth towards that end.

Finally, he gave me an e-mail address (not sure if it's double secret or not) and asked me to use it any time I felt the need.

Sears is just one of thousands of companies that have policies and prcedures that make it easier for them and tougher for their customers. But I'll give them credit for finally showing SOMEBODY cares. THANKS, ROBERT!

What Did My Clients Say?

Very worthwhile…highly recommended to anyone who values customers.” -Julian Peebles, Ruth Lilly Health Education Center

“Thanks again for the wonderful presentation. It was exciting that our employees were fired up and began to think forward and place themselves mentally into some of the situations they may encounter at Victory Field.” -Randy Lewandowski, Assistant General Manager Indianapolis Indians

“…the overall attitude of our management team is much more positive…and the team is much more aggressive in tending to clients ‘and guests’ needs.” -Chuck Lazarra, President, Ritz Charles

“Danny is an excellent presenter who understands the benefit of high quality customer service. He relayed heartfelt stories that translated to our business and reinforced the impact that each of us has on customer service and its effect on our success.” -Doug Ruggles, Corporate Training Director, F.A. Wilhelm Construction Co., Inc.

“Your talk was very insightful and right on point. It also was entertaining and a lot of fun. The points you made were simple but highly effective. Your expertise in the area of customer service was obvious.” -Chad Wilke, Senior Event Coordinator, Indiana Convention and Visitors’ Bureau

“Danny is a delight—so full of energy—you feel inspired after spending just a few minutes with him. And there were several great pearls that I walked away with.” -Pam Bales, Consultant, Benefit Associates

“We have worked with many consultants over the years, but none more energetic than Danny. He worked diligently with us beforehand to model the program to our specific needs… From the President to the newest supervisor, we are all excited to begin implementing what we learned tomorrow morning! …..” -Rick Roberts, Vice President, Engledow Group

“I am also conducting the first Team Leader Training Class tomorrow. With a little help from the Danny O Experience I think it will be a hit! Thanks for being such a great motivator!” -Michelle Nichols, Corporate Trainer, Ossip Optometry

"I know some of you have brought in speakers in the past to inspire your staff. As you probably know, I’m difficult to impress. Well, Danny impressed me. For one thing, he’s one of you and not just another speaker. He made me wish I was working back in the stores. And for you wholesalers, he’s would be a great motivator for speaking to your independents. He got huge applause from the WGA retailers. I definitely see you having some quick payback having him speak." -Dave Livingston, DJL Research, LLC