Word of Mouth Influences People
One day I walked into Nine West in Brooklyn Heights. I asked to see a cute pair of shoes. The salesclerk went to the back of the store and came back with several boxes. She told me that they didn’t have my size in the shoe, but she brought me a larger size, as well as several other similar shoes in my size. I didn’t buy any shoes that day, but I told everyone I met about that employee and I took a moment to write a letter to commend her great service. Friends of mine went to the Montague Nine West during lunch just to see my girl. Then they told their friends about her as well. Maybe shoes were this salesperson’s passion or maybe she enjoys helping others, either way she created an atmosphere in which people want to be.
Often I find that people are just stuck at doing a job they don’t want to do. I get that it’s a recession and people need to work. Today, I was speaking to a customer representative about domain registration for another site. The company registered a site for 4 years, but didn’t leave the original contact information as the owner of the site. As a result, a domain transfer needed to be done. When a site is transfer, those years are lost and the money paid for them was wasted. If the original owner of the site was left as the admin all that would need to be done is a redirecting of the dns which would take a few minutes to complete. I tried to explain this to the associate, but she couldn’t understand and reexplained why the way her company does it was correct. I asked the associate what her title at the company was. When she told me she was in charge of sales, I understood why she couldn’t understand. Just as I can’t tell her how to raise the company’s sales by 51% next year, she couldn’t speak about domain registrations and transfers. The sales associate believed she could convince me that what her company was doing the right thing and couldn’t see why this situation wasn’t right. She didn’t seek help from a qualified tech person either. As a salesperson, she should have realized how important word of mouth is today. Word spreads fast when companies don’t do the right thing and that doesn’t improve sales. Why does it bother me so much? It’s paid for by a school and I feel school monies should be carefully spent.
I spoke with an associate at another company this week and his service was fantastic. After I hung up the phone with the associate, I got an e-mail asking about his service. I always answer those e-mails because I think that’s the way companies can really get a hold on how they are being represented and even more importantly, is there something they could have done better to help that customer.
Hugs,
marlene
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