Does Peggy work at your LDS?

[mike_s]

Pete, if you can't just let it go, I would find out the name of the owner of the shop, and write him a polite letter, describing the events in a dispassionate way, and explaining very clearly what it was about his employees' actions that drove you out of the shop. If he cares, he may try to do something about it.

if he cared, he would have returned one of the many phone calls or did what he promised the first time, or the second time.

somehow I doubt writing them a letter is going to help much. In reality, it's likely that the shop owner would just use it as point of frustration.

If he was gonna fix it... he would have already. Or at least apologized for it. or said "I know we screwed up.... here's what I'm gonna do".

instead all he did was go on about excuses.



(but I understand your suggestion.)

 

[The Chairman]

Pete, if you can't just let it go,

Lynn,

The implication here is that I am being unreasonable in my expectations. No, you didn't intend for that (I know you too well), but often in the back of everyone's mind is the thought: what did he (I) do to deserve this level of bad service? Quite often we get harangues here on ScubaBoard that ID the shop/person in no uncertain terms. Many of the subjects of those harangues then come on here and make the very same mistakes that they made in person. They try to justify poor service without accepting fault. We even got a nasty-gram from one of them decrying how unfair the internet is because of this. Rly? I read the thread in question and was underwhelmed by their pleas of "Whoa is me".

Retailers: like it or not, you are now doing business in a fish bowl. Your actions, your indifference and your failures are not spread by word of mouth as much as they are now spread by word of internet. The same is true for the good stuff you do, so its a level playing field. Its up to you to decide how the world sees you by the actions and inactions that you do. Sure, there are a few miscreants who invent stuff to discredit you. Those are pretty obvious and retribution is quick and support for the shop so attacked is immediate and often overwhelming.

 

[Jill from Phoenix]

I agree with TSandM, customer service is a lost art. The reason people relate to commercials that make jabs at bad customer service is because everyone has experienced it. I have comical stories from Toshiba and Goodyear this year, and positive reviews of Starwood Hotels and Costco. And everyone hears me tell these stories. If a customer speaks up about bad customer service, that business should be thankful that they are given the opportunity to make it right. Because the customer that walked out and didn't say anything is gone forever. And their word of mouth is extremely powerful, whether good or bad. One bad review showing up on google is a black mark for a company's reputation. I think if a customer's order has not been worked on in a month, that order should be free plus some in order to keep that customer's business.

 

[Wookie]

At the risk of calling you out here, Pete and harming a friendship, I'm gonna call you out here. At many tradeshows you have asked for a Invade trip. I have announced it, right here on this very forum. We have discussed it ad nasuem, I run a boat, and handle logistics, you do the advertising. I haven't yet seen a lick of advertising for an Invade the Tortugas or Invade the Keys Wrecks. Why? Because you are a busy guy, and you sometimes don't exhibit the best organizational skills. I don't push you on it because I feel that if you really wanted such a trip, you'd do your part.

Do I get mad at you? No. Do I call you out? Not until now. Do I take it personally? Not really. I keep our business relationship on a level where I know we will both be satisfied. I keep our friendship on a level where we will both be satisfied. I don't mix the 2, nor do I rely on you (or anyone else) to make me whole. I don't get spun up or disappointed if things go another way. I don't let our business relationship get in the way of our friendship.

I'm just sayin'. Don't let an unsatisfactory business transaction harm a friendship. Friends are too hard to come by in this business.

 

[The Chairman]

I I have comical stories from Toshiba and Goodyear this year,

Too funny. I worked for Goodyear for 15 years and learned quite a bit about customer service there. In fact, I was the Service manager at a Goodyear in Orlando and helped to make it the LARGEST Goodyear in the world. We had consistent %20 service increases and I got several calls from national inquiring how I did this. They kept searching for a program to latch onto, and I kept telling them to treat your customers as your friends. No, you don't have to treat them as a best friend, but you had better be friendly with them. Some of my learning was from corporate and some was from the school of hard knocks. I learned a lot and it got me ready for ScubaBoard.

I have to ask: was it a company store or franchise?

 

[Lobzilla]

At the risk of calling you out here, Pete and harming a friendship, I'm gonna call you out here. At many tradeshows you have asked for a Invade trip. I have announced it, right here on this very forum. We have discussed it ad nasuem, I run a boat, and handle logistics, you do the advertising. I haven't yet seen a lick of advertising for an Invade the Tortugas or Invade the Keys Wrecks. Why? Because you are a busy guy, and you sometimes don't exhibit the best organizational skills. I don't push you on it because I feel that if you really wanted such a trip, you'd do your part.

Do I get mad at you? No. Do I call you out? Not until now. Do I take it personally? Not really. I keep our business relationship on a level where I know we will both be satisfied. I keep our friendship on a level where we will both be satisfied. I don't mix the 2, nor do I rely on you (or anyone else) to make me whole. I don't get spun up or disappointed if things go another way. I don't let our business relationship get in the way of our friendship.

I'm just sayin'. Don't let an unsatisfactory business transaction harm a friendship. Friends are too hard to come by in this business.

As you pointed out, stuff happens. People get busy with other things. Packages get misplaced, etc. I do not think that any reasonable (potential) customer would have a problem with that if the other party would not concoct the wildest stories to avoid having a spine and say "I am sorry" or "I can't" or even "I do not like too".

 

[The Chairman]

Mea culpa, Frank. I am sorry.

I have a horrible follow through on things like that, which is why I tend to NOT ORGANIZE them. Coz would not have happened without Dennis. If it weren't for HowardE and Muggsy, we would have a terrible DEMA. I have even delegate my personal schedule to Mselenaous. If you want me to be somewhere, you had best tell her. That being said, I am far from perfect, but you'll find that I will take all the blame on that one. No excuse. None. I have learned that if I do not need to try to organize trips. I am too freakin' busy doing other things than to be able to handle that. I have learned my shortcomings the hard way. I have some wonderful and huge ideas, but I have learned to delegate them if they are going to come to fruition. I have also learned that when I do fail, that I just need to accept the responsibility for it.

However, even when I delegate responsibility and authority: its still my fault if things don't get done. The buck (not the $) stops here. I am responsible for my organization as well as for me. You won't find me blaming you for this.

Also, I should point out that these types of trips are NOT my core business. They are fun and they promote the shop more than me. I don't think I have failed in delivering my core business. The forum is up 99% with the ads that people (like Wookie) have paid for. I have spent countless hours as has HowardE making sure that you the reader and my advertisers get their money's worth. In fact, there have been many times when I have missed a trip because of my responsibilities.

At the risk of calling you out here, Pete and harming a friendship,

 

[Mike Boswell]

My wife and I run a business, and over the years we have three kinds of customers:

1. The "Buddy" - Nice, laid back, undemanding, helpful. These friends make doing business a pleasure.

2. The "Jerk" - Unreasonable, unknowledgeable, complaining, unpleasant. Life is too short to put up with them.

3. The "Boss" - Pleasant, professional, informed, direct. The Boss makes you hustle, and gets the best service.

If you want the best service, and you want the business to improve, you need to be the Boss.

 

[ajtoady]

The fact of the matter is, you were told services would be forthcoming and then were not. Three weeks is a considerable amount of time and should have been more than enough for completion of the tasks promised. Excuses are like opinions, too easy to use. Chalk it up to lesson learned and move on with your life. It's not worth sweating the small stuff and when you get down to it , most is. On a personal note, I would rather be told the truth outright than listen to the BS and excuses.

 

[Lobzilla]

My wife and I run a business, and over the years we have three kinds of customers:

1. The "Buddy" - Nice, laid back, undemanding, helpful. These friends make doing business a pleasure.

2. The "Jerk" - Unreasonable, unknowledgeable, complaining, unpleasant. Life is too short to put up with them.

3. The "Boss" - Pleasant, professional, informed, direct. The Boss makes you hustle, and gets the best service.

If you want the best service, and you want the business to improve, you need to be the Boss.

Agree from the perspective of a former retail business owner.

However, even as a "boss" customer you will have problems with merchants who think that they are your boss. Who think they hold the key to salvation and you owe them payment for receiving their wisdom. Who think the merchant/instructor is king and the customer/student is a servant to their needs for income and validation. Who are driven by greed, ego or both.