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What Service Is Supposed To Look Like November 12, 2010

Posted by Kevin Burns in #fff, #filterfreefriday, accountability, acknowledgement, attitude, attitude of service, business model, corporate culture turnaround specialist, culture of service, customer, customer relations, customer service, filter free friday, kevin burns, keynote speaker, service, service attitude.
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Not my camera. This picture is strictly for dramatic effect.

I inadvertently broke the LCD touch-screen of my new camcorder this week. In a panic, I emailed Panasonic to find an Authorized Repair Depot. They emailed back next day suggesting that I contact Southland Crossing TV here in Calgary. I called Southland immediately. But because I would be traveling within a week and needed to take the camera, they asked to see it and diagnose it right away. They confirmed the LCD screen needed to be replaced – but because it is a professional camera and a new model, they couldn’t access the parts catalog online.

Melanie at Southland promised to call Panasonic directly – and she did – three times with no reply. Then she sent three separate emails begging for Panasonic to return a call which she finally received with an acknowledgment that the part would be sent by air overnight – no extra charges for overnight shipping.

Melanie then sent me this by email: “Hi Kevin, I heard back from Panasonic. The part is in stock with them, cost of the part is $161.40 + GST. If this is OK, please give me a call so I can create a work order.”

I called immediately and Melanie promised to alert me when the part arrived so they could get the camera in right away. The challenge was going to be scheduling because of Remembrance Day. They would be open Thursday but closed Friday and Saturday. She told me the part was being shipped by overnight courier and scheduled to arrive by 9 am next day.

Melanie called at 9:30 saying don’t leave the house because the part isn’t here yet – but I was already on my way. I left the camera anyway with the intention of picking it up by end of business regardless of whether it had been repaired.

Then, at 11 am, this email arrived: “Hi Kevin, the part arrived & it has been given to Rommel to work on. I will advise once it is completed.”

An hour and a half later: “Hi Kevin, your camcorder is done. We will be here till 5:30 today.”

Calgary is a city of 1.1 million people. Southland Crossing TV does business like they’re in a small town. I gushed to Melanie directly that the service experience was incredible and that given the opportunity, I would return to them in the blink of an eye.

On Filter-Free Fridays™ you speak your truth in a non-hurtful way. Well here’s the truth, if you’re in the electronics repair business, Southland Crossing TV is the service model you have to compete with. Yeah, good luck to you. It’s going to be pretty hard to top that. And given the choice between you and someone like Southland, why would anyone choose you?

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Comments»

1. 'Big Daddy Rrrrrrinehart" - November 12, 2010

Hi Mr Burns. I enjoyed reading this, I only wish this could be true for all that operate a service base business. I know of one retailer the Brick ,Quick to take your money ,lack on service after. It also seems many in the industry are lacking integrity They say what you want to here just get the sale ,then don’t deliver on the service end.
We need more business like the one you experienced.
I feel there’s just lack of compassion for other’s.it’s about the $$$$$$’s

Thanks
“Big Daddy Rrrrrrinehart”


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