My dear fellow travelers:
Just another cloudy day in Dayton, OH. Took my mother shopping for some green plantains (more about this one later) and some yuca. We visited our favorite Oriental food grocery and ordered the produce (coming from Chicago). No Hispanic grocers in Dayton...talking about a good business venture for somebody.
My last stop was my favorite Lowes store in the Huber Heights area. During Fall season we get quite a flock of migratory birds so my Mother considers her duty to ensure that all of our bird feeders (12 to be exact) are well stocked for the visiting herd. As usual, I will organize the bird seed in two groups; one for the middle class types (birdseed including cracked corn) and the second type (for the most discriminating birds that will puke at the idea of munching in cracked corn). So to the the cash register I go and report to the cashier my totals (7 middle of the road and 3 high end bags). Immediately she jumped from behind the register and search my cart with more enthusiasm than a TSA employee looking for non declared toothpaste and makeup at the Dayton airport. When I asked her "don't you trust me?" her answer back was "I trust nobody". Her answer truly shocked me...leaving me speechless in the process. After looking at her in total disbelieve, my urge was to respond "Listen, if you cannot trust your customer, who can you trust?". However, I resisted the mentorship moment and proceeded to pay for my purchases. She was in no mood for a philosophical discussion...neither was I.
Lowes, please pay attention. The behavior and interactions in relationship to the customer are a reflection of you corporate values. By extension, this cashier must believe that customers are looking for an opportunity to rip-off the store and her duty is to ensure that does not happen. However, there is a huge gap between loss prevention (i.e. thefts) and believing that all customers are there to steal. Major, major difference my dear Lowes executives. As you engage in strategy sessions I will humbly submit that an examination of your core values should be the first order of business. To compete with Home Depot or any other giant you must ensure that you have your priorities straight; I have to imagine that customer loyalty is right at the top of your list. However, I can be wrong.
Comments are always welcomed.
A. Rivera (aka. HispaniCoach)
12 Nov 2006
Sunday, November 12, 2006
Saturday, November 11, 2006
Common Sense not Common: Juniper Bank
Dear Fellow Travelers:
Looks like when "it rains, it pours". Of late I have been cursed with beyond poor customer service. Please, don't take me wrong...The customer is not always right. However, if you / your company are not truly customer driven, you may found yourself and your company looking for other opportunities. My bad to worse to Hell experience with Juniper Bank (as part of my Airtran Visa Card) goes back to 2005 (Summer). My first mistake was not realizing the account notification process was done via electronic mail. My second mistake was "trusting" the customer representative when he assured me that my account was closed. Now, nearly a year after my first customer service experience with Juniper, I got to engage again. For some of you who may think this just about late fees and finance charges...Well, you are wrong. This complain is about a major company (Juniper) lack of integrity and the pursuit of the last dime from a customer. This is about a company like Juniper that can ruin your credit leaving you with little recourse for appeal. This complain is a call for millions of customers to re-consider who they are doing business with.
In July 2005, after realizing MY ALLEGED mistake (not paying attention to e-mails that were filtered out as junk mail by my e-mail filter) I agreed to pay $200.00 including late fees and finance charges for a $28 gasoline charge. YES, $28.00. I did not argue...All I requested was for the account to be closed. Little that I knew that this lack of character bunch were just waiting for the next opportunity to stick it to me where it hurts...in my pocket.
You guess it...the account was never closed, so one of my magazine subscriptions was processed by Juniper (I subscribe to 12 magazines). And, of course, a $46 bill posted 1 April 2006 compounded to $200 dollars. After receiving THE FIRST OFFICIAL LETTER FROM Juniper in Oct 13, 2006, I contacted their "customer service" department. A lengthy conversation with a customer representative left me more frustrated by the moment; "Leslie" condescending tone made it clear that as far as she was concerned I was lying...even when I begged her to open the July 2005 record, she dismissed my argument as "she said-he said". Contacting Juniper Dispute department was another frustrating experience. A terse letter stated "gee, your complain occurred after 60 days...you are out of luck. And, oh, by the way, better send us our money now, because interest and penalties will continue to accrue". And you, Juniper, think that you are a great company!
My friends, I may be out of $400 + with my experience with Juniper. Please know Juniper that this lesson in lack of integrity makes me more resilient in recognizing good service when I see it. And, as you can imagine, I will contact Airtran to acquaint them with this situation. After all, and Airtran representatives, please know Juniper is your face to the customer...and Juniper lack of character and integrity will make customers like me walk to your competition for better service. PAY ATTENTION and do something about it...remember customers have choices.
And of course, I will continue to follow-up with the Ohio Attorney General and will contact consumer advocates like Clark Howard for good measure.
Thank you Juniper for energizing my desire to engage companies of your caliber...making me an active consumer advocate. I hope my $400 dollars are worth all of this pain (my pain and the pain of many Juniper customers trampled by your questionable business practices). And I hope that this blog open the eyes of many that may be considering your services...NO, but hell NO!
Comments are welcomed.
A. Rivera (HispaniCoach)
11 Nov 2006
Looks like when "it rains, it pours". Of late I have been cursed with beyond poor customer service. Please, don't take me wrong...The customer is not always right. However, if you / your company are not truly customer driven, you may found yourself and your company looking for other opportunities. My bad to worse to Hell experience with Juniper Bank (as part of my Airtran Visa Card) goes back to 2005 (Summer). My first mistake was not realizing the account notification process was done via electronic mail. My second mistake was "trusting" the customer representative when he assured me that my account was closed. Now, nearly a year after my first customer service experience with Juniper, I got to engage again. For some of you who may think this just about late fees and finance charges...Well, you are wrong. This complain is about a major company (Juniper) lack of integrity and the pursuit of the last dime from a customer. This is about a company like Juniper that can ruin your credit leaving you with little recourse for appeal. This complain is a call for millions of customers to re-consider who they are doing business with.
In July 2005, after realizing MY ALLEGED mistake (not paying attention to e-mails that were filtered out as junk mail by my e-mail filter) I agreed to pay $200.00 including late fees and finance charges for a $28 gasoline charge. YES, $28.00. I did not argue...All I requested was for the account to be closed. Little that I knew that this lack of character bunch were just waiting for the next opportunity to stick it to me where it hurts...in my pocket.
You guess it...the account was never closed, so one of my magazine subscriptions was processed by Juniper (I subscribe to 12 magazines). And, of course, a $46 bill posted 1 April 2006 compounded to $200 dollars. After receiving THE FIRST OFFICIAL LETTER FROM Juniper in Oct 13, 2006, I contacted their "customer service" department. A lengthy conversation with a customer representative left me more frustrated by the moment; "Leslie" condescending tone made it clear that as far as she was concerned I was lying...even when I begged her to open the July 2005 record, she dismissed my argument as "she said-he said". Contacting Juniper Dispute department was another frustrating experience. A terse letter stated "gee, your complain occurred after 60 days...you are out of luck. And, oh, by the way, better send us our money now, because interest and penalties will continue to accrue". And you, Juniper, think that you are a great company!
My friends, I may be out of $400 + with my experience with Juniper. Please know Juniper that this lesson in lack of integrity makes me more resilient in recognizing good service when I see it. And, as you can imagine, I will contact Airtran to acquaint them with this situation. After all, and Airtran representatives, please know Juniper is your face to the customer...and Juniper lack of character and integrity will make customers like me walk to your competition for better service. PAY ATTENTION and do something about it...remember customers have choices.
And of course, I will continue to follow-up with the Ohio Attorney General and will contact consumer advocates like Clark Howard for good measure.
Thank you Juniper for energizing my desire to engage companies of your caliber...making me an active consumer advocate. I hope my $400 dollars are worth all of this pain (my pain and the pain of many Juniper customers trampled by your questionable business practices). And I hope that this blog open the eyes of many that may be considering your services...NO, but hell NO!
Comments are welcomed.
A. Rivera (HispaniCoach)
11 Nov 2006
Common Sense not that Common: ENTERPRISE
My fellow life travelers:
I am just back after some serious business traveling, recharged and ready to pour my heart into this blog. My goal in this section is to share with you some of my frustration in the area of customer service as well as to highlight good business practices whenever I witness one. Of late, unfortunately, the balance sheet is on the debit side.
A few days ago I traveled to Boston. We left the gate at Dayton airport a little late because of bad weather in the East Coast (more about the weather later). Picked up my luggage and went outside to wait for an Enterprise Rent-A-Car shuttle. I waited, and waited and waited for at least 20 minutes. While I waited I saw at least 4 Hertz buses drive by picking up passengers...and no Enterprise bus to speak off...even ALAMO had a least two buses serving my terminal area. I was scheduled to drive to MIT/LL for a meeting scheduled for 3:30 PM. Well, it was 2:40 as we were starting to drive to the Enterprise terminal. Waited at least five more minutes for a customer service representative in a facility in serious need of some remodeling. I was asked to wait for my vehicle (remember, an Enterprise associate will walk you to the car to ensure everything is in order). After another 20 minutes, I approached one of the customers representatives inquiring about my car and expressing to him my need to depart for this meeting. He grabbed my record and walked me to the car reminding me how "unfair" it was for me to jump in front of the line. My response to him was that the business of our nation cannot / should not wait...and off I went. After close to an hour drive (remember the bridge connecting the airport exit to I - 90 West is closed....Lord, was that a mess!) I arrived very late to the meeting...Thank God MIT/LL personnel are truly professionals and waited for me that election day!
My return trip to the airport the following day was not a cupcake, either. Raining cats and dogs, I knew my flight was going to be delayed the moment I was arriving to the airport (UNITED has a wonderful cell / e-mail update system...more about United in my next blog). As I pulled in, who do I run into but my friendly customer representative. He remembered me and asked me if I had made my business meeting (Two points: he actually paid attention to my predicament the day before!). An stimulating conversation followed. In the middle of the Return Area (under a rainstorm) we debated the dynamics of customer service. He shared with me that the Hertz fleet consisted of 23 buses; Enterprise only had five. This group of young people worked hard to ensure they cover the terminals promptly...They cannot (in my view) overcome this disadvantage. As I shared with him that I knew ENTERPRISE was the #1 car rental in the nation and that to hold to that standard the company needed to pay extra attention to detail. We both shook hands and I wished him good luck.
So, my beef is not against this young man nor the Enterprise personnel at Logan...My criticism is against the company higher-ups. As a frequent flyer I have ample experience with car rental companies. Enterprise clearly recruits its employees well...Without exception, these employees understand customer service, work hard (sorry Avis) to ensure a good customer experience, are well read and can engage in conversation in nearly any area of interest. However, these future leaders cannot overcome the fact that ENTERPRISE upper management failed to provide these young people with the tools that will enhance a good customer experience (from buses, to a decent, clean terminal, to a covered returned facility and the list goes on). Good customer service starts way before you arrive to the airport...From reservations to the bus to the counter to the delivery and to the return. These future company leaders deserve better...Hopefully Enterprise will be listening.
To the young man I met in Boston Logan...Keep the excellence in what you do. I can assure you the sky is not the limit for you. Best wishes and continue to keep the customer pulse every day!
Comments are welcomed!
A. Rivera (aka HispaniCoach)
11-Nov-2006
I am just back after some serious business traveling, recharged and ready to pour my heart into this blog. My goal in this section is to share with you some of my frustration in the area of customer service as well as to highlight good business practices whenever I witness one. Of late, unfortunately, the balance sheet is on the debit side.
A few days ago I traveled to Boston. We left the gate at Dayton airport a little late because of bad weather in the East Coast (more about the weather later). Picked up my luggage and went outside to wait for an Enterprise Rent-A-Car shuttle. I waited, and waited and waited for at least 20 minutes. While I waited I saw at least 4 Hertz buses drive by picking up passengers...and no Enterprise bus to speak off...even ALAMO had a least two buses serving my terminal area. I was scheduled to drive to MIT/LL for a meeting scheduled for 3:30 PM. Well, it was 2:40 as we were starting to drive to the Enterprise terminal. Waited at least five more minutes for a customer service representative in a facility in serious need of some remodeling. I was asked to wait for my vehicle (remember, an Enterprise associate will walk you to the car to ensure everything is in order). After another 20 minutes, I approached one of the customers representatives inquiring about my car and expressing to him my need to depart for this meeting. He grabbed my record and walked me to the car reminding me how "unfair" it was for me to jump in front of the line. My response to him was that the business of our nation cannot / should not wait...and off I went. After close to an hour drive (remember the bridge connecting the airport exit to I - 90 West is closed....Lord, was that a mess!) I arrived very late to the meeting...Thank God MIT/LL personnel are truly professionals and waited for me that election day!
My return trip to the airport the following day was not a cupcake, either. Raining cats and dogs, I knew my flight was going to be delayed the moment I was arriving to the airport (UNITED has a wonderful cell / e-mail update system...more about United in my next blog). As I pulled in, who do I run into but my friendly customer representative. He remembered me and asked me if I had made my business meeting (Two points: he actually paid attention to my predicament the day before!). An stimulating conversation followed. In the middle of the Return Area (under a rainstorm) we debated the dynamics of customer service. He shared with me that the Hertz fleet consisted of 23 buses; Enterprise only had five. This group of young people worked hard to ensure they cover the terminals promptly...They cannot (in my view) overcome this disadvantage. As I shared with him that I knew ENTERPRISE was the #1 car rental in the nation and that to hold to that standard the company needed to pay extra attention to detail. We both shook hands and I wished him good luck.
So, my beef is not against this young man nor the Enterprise personnel at Logan...My criticism is against the company higher-ups. As a frequent flyer I have ample experience with car rental companies. Enterprise clearly recruits its employees well...Without exception, these employees understand customer service, work hard (sorry Avis) to ensure a good customer experience, are well read and can engage in conversation in nearly any area of interest. However, these future leaders cannot overcome the fact that ENTERPRISE upper management failed to provide these young people with the tools that will enhance a good customer experience (from buses, to a decent, clean terminal, to a covered returned facility and the list goes on). Good customer service starts way before you arrive to the airport...From reservations to the bus to the counter to the delivery and to the return. These future company leaders deserve better...Hopefully Enterprise will be listening.
To the young man I met in Boston Logan...Keep the excellence in what you do. I can assure you the sky is not the limit for you. Best wishes and continue to keep the customer pulse every day!
Comments are welcomed!
A. Rivera (aka HispaniCoach)
11-Nov-2006
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