My patience is being tested lately and I’m not sure how long I could hold it. I know I’m weak at this that’s why I’m trying to be more aware and improve it. Last week I received a call from a customer complaining a defective backpack. We are handling the backpack’s brand but it was not bought from us. I was able to help him demand where it was purchased and even spoiled him with freebies and special service for the inconvenience. But what if a customer service representative is the one irate instead? What’s worst than that?
Our family rarely avails our membership with Hilton Club because of our busy lifestyle. I emailed Hilton inquiring the availability of our plan travel date. In a few hours, I received a call from our personal customer rep. and explained my options. She mentioned about the charges for the process, and demanded for my credit card details. Being aware that our schedule is still tentative, I mentioned that the trip is not definite because I was concern that charges may occur.
I was surprised to learn about the charges when I received my credit card statement. I immediately sent an email and within an hour, she called. I was expecting a warm conversation with her which was usually the case. But her initial approached based on her tone was harsh already. The tone of voice was changing every minute. I was surprised with this because instead of me as a customer being irate, it was a customer service representative instead. I tried to hold my patience as she explained her arguments. She explained that receiving the Confirmation Letters means I confirmed the trips. I constantly told her that I was just inquiring the date’s availability on the resort and thought that the Confirmation Letters means that the date’s available. I asked if I can make a reservation on our next trip and not incur charges. She explained it’s possible but I’m not authorized anyways to have a transaction with them since the “Authorization Form” I filed before was denied. I started to be sarcastic so I told her she shouldn’t have transacted with me in the first place. Hee =) I ended the call and told her it’s useless to talk at the moment because I know it’s not going anywhere since she was becoming furious.
Knowing me, I draft a nobela right after and addressed it to all the email add I saw at their website. I even included their company’s core values then linked it to their customer rep. who’s not practicing it. I requested for a reversal of the charges, change of our personal customer rep, and conduct an investigation since I can’t imagine her conversing like that to some top executives or their other members.
I unexpectedly received a call earlier from Hilton. He explained they investigated all our conversations and emails. He apologized on behalf of their customer rep. for being harsh, and promised to reverse the charges. Basically it was a miscommunication. Actually I was expecting more. I already imagined myself laying on the sand and strolling at the beach as Hilton grants me a week stay at their Maldives resort, and maybe meet Paris Hilton and party with her. Haha kidding!
Lessons learned: 1. Customer is always right – You’ll get all your demands if you are consistent and act professionally from the start. That is don’t get emotional even if the other party is irritating you. So that when they conduct an investigation, you are at the right path. 2. Drafting a complain letter – Clearly point your complains, and be specific on your demands. Enhancing the company’s image also helps =) In other words, making bola hehe.
I wonder what type of complain I’ll encounter next. All these experiences help extend my patience. Surely, I’m not looking forward still.
Thursday, September 27, 2007
Friday, September 21, 2007
Reinventing the Dentist
I never look forward visiting my dentist. Dr. Dizon is nice and capable for sure but there’s just something about it – Dentist Phobia. Feels like dentist uncover a problem more rather than curing something. I always associate it with ‘Pain’. It’s always a burden for kids too. We witnessed poor kids being dragged and crying while their tooth’s extracted. Below are factors I noticed and ideas I thought that may make our visit to the dentist more pleasant.
1. Smell – There’s always this smell. Even before you enter the clinic there’s this very strong, irritating cough syrup smell. I don’t know want it is and it haven’t changed through the years. It’s the same smell I recall 10 years ago. I saw improvements though. Dr. Dizon’s clinic has some scented candles but it didn’t solve the problem. Suggestions: Surround the clinic with potpourris / aroma therapy (lavender would be good to feel more relaxing) / scented incense; spray Lysol (smells better than that) / perfume. Anything that would eradicate it.
2. Sight – Just seeing all the stainless steel instruments with needles on the ends laid out on the tray is scary. Something should be done. Suggestions: Make the instruments colorful not stainless. Could be in pastel / neon colors. Beaded design on the handles would be nice too.
3. TV – Installing a TV monitor on the ceiling would take away your focus.
4. Sound – The drilling and ‘sucking’sound of the instruments. It sounds like a blender but in low volume. Suggestions: ‘Noise free’ dental instruments or invent with musical tunes installed in the instruments. Then again you can just use your iPod.
5. Environment - Great efforts done on the kid’s cubicle of Dr. Dizon. Disney wallpaper was used and toys surrounded the area. But what about the adult’s cubicle? Suggestions: Make the environment like a spa. Use tranquil, Bossa Nova music; and interior the place with stones, fountain or plants.
6. Names - The tools names are too complex. Suggestions: Instead of saying to the asst: “Paki abot yung scaler / extractor”, use aliases instead. Scaler could stand for Hershey and an extractor for Mickey. It sounds friendlier.
Imagine if we get to experience these things the next time we visit our dentist. It’s gonna be more pleasant. Dentist Phobia no more. Hmm..I think I have to start discussing these with Dr. Dizon before my surgery.
1. Smell – There’s always this smell. Even before you enter the clinic there’s this very strong, irritating cough syrup smell. I don’t know want it is and it haven’t changed through the years. It’s the same smell I recall 10 years ago. I saw improvements though. Dr. Dizon’s clinic has some scented candles but it didn’t solve the problem. Suggestions: Surround the clinic with potpourris / aroma therapy (lavender would be good to feel more relaxing) / scented incense; spray Lysol (smells better than that) / perfume. Anything that would eradicate it.
2. Sight – Just seeing all the stainless steel instruments with needles on the ends laid out on the tray is scary. Something should be done. Suggestions: Make the instruments colorful not stainless. Could be in pastel / neon colors. Beaded design on the handles would be nice too.
3. TV – Installing a TV monitor on the ceiling would take away your focus.
4. Sound – The drilling and ‘sucking’sound of the instruments. It sounds like a blender but in low volume. Suggestions: ‘Noise free’ dental instruments or invent with musical tunes installed in the instruments. Then again you can just use your iPod.
5. Environment - Great efforts done on the kid’s cubicle of Dr. Dizon. Disney wallpaper was used and toys surrounded the area. But what about the adult’s cubicle? Suggestions: Make the environment like a spa. Use tranquil, Bossa Nova music; and interior the place with stones, fountain or plants.
6. Names - The tools names are too complex. Suggestions: Instead of saying to the asst: “Paki abot yung scaler / extractor”, use aliases instead. Scaler could stand for Hershey and an extractor for Mickey. It sounds friendlier.
Imagine if we get to experience these things the next time we visit our dentist. It’s gonna be more pleasant. Dentist Phobia no more. Hmm..I think I have to start discussing these with Dr. Dizon before my surgery.
Customer is Always Right?!
This statement stands true and of course favorable if you are the customer. But have you ever thought what if you are the seller / retailer? What the other party feels whenever you make a point and complains? Yes, customers can be abusive. One way or another, we have all been abusive as well. I myself am guilty of that claiming a “Customer is always right”.
I received an email last week complaining about his defective backpack. Although the backpack was not bought from one of our authorized dealers, I attended his concern feeling that we are still responsible since we are representing that brand in the Philippines. But honestly this is outside our boundary. General rule is if you didn’t bought the pack from an authorized dealer or you bought it abroad, you are not covered by the warranty here. This is to have an added value to loyal customers who got the items from us. “Lesson #1: Do not be ke-gaw!”. He sent his backpack to our office yesterday and I evaluated it. Some of the stitches on the shoulder strap were starting to cut off. I’m pretty sure that the stitches were intact when he purchased the pack. It was a wear and tear issue.
I texted him earlier that we carefully evaluated his pack and regret we cannot repair it. But as a valued customer, we are offering him 15% discount on his next purchase. Lesson #2: Do not use your personal mobile no. specially if you’re informing a bad news. I realized right after that I shouldn’t have used my cell. He kept on calling but I refused to answer it and waited for him to call our office line instead. Yap, he did. I was actually expecting him to avail the 15% discount because this is a good deal. He knew that the pack was purchased from an unauthorized dealer and most importantly, I didn’t promise that I will do something about it. Take note, I said I’ll try. He was ranting that we should still be responsible for his pack. I suggested he should return the pack where he bought it. Predicted too that the owner told him to call and insist his problem from us. That’s exactly what happened. He started grumbling on what we mean by ‘lifetime warranty’ (Lifetime warranty doesn’t cover abuse, wear and tear. It has guidelines!). Even tested me if I ever used the pack, of course I said yes =) Then he added “hindi naman ako ngmamayabang but our group will have a big event on 2008 and I can influence everyone that your brand delivers poor service”. He even added that he will write to our principal and complain how we handled the situation. At this point, I was heating up! I wanna tell him “e di gawin mo, I don’t care”. But then again I remembered I’m representing our brand and I shouldn’t get too emotional. Good thing our dgroup tackled about ‘patience’ and taking things ‘lovingly’ last night. But honestly, I was starting to sound sarcastic. I ended up telling him that I’ll talk with the owner where he bought the bag and will do my best to find a solution. Even ended the conversation asking him if there is anything else I can help him with. Gee, I’m so plastic but I just have to say that haha. Oh by the way, he even insisted a deadline from me when he’ll receive my feedback. Of course as an angel in disguise, have to tell him as soon as possible. I was shaking because I was flaming inside when I hang the phone.
Given a different scenario, that is he’s more ‘apologetic’, aims on solving rather than arguing with me, I would be more lenient. Tone of voice is also a big factor by the way. I could give him a better offer or even change his pack. I received customer issues left and right. I honestly favor customers who are polite enough even though I know it’s their fault. So Lesson#3: If you are the one demanding, just be NICE. This applies to a lot of situations we face everyday. Example when you got caught by MMDA (color coding – this happens to me a lot =); requesting a reversal on your credit card for late payment; asking for a better discount at tiangges etc. I’m ‘trying’ to apply this and it’s been effective so far. As my friend J quotes “It’s called using your charms” =) Lesson #4: Stop making excuses, just be honest. Instead of making excuse that you didn’t received your bill or you forgot it’s color coding, just be honest. People usually recognize if you’re lying. They heard that excuse millions of times (so better think of a unique excuse haha kidding).
We have to be sensitive with other’s feelings – Empathy as a friend describes. Everyone wants to be respected. As we say, put yourself on the other person’s shoes.
I received an email last week complaining about his defective backpack. Although the backpack was not bought from one of our authorized dealers, I attended his concern feeling that we are still responsible since we are representing that brand in the Philippines. But honestly this is outside our boundary. General rule is if you didn’t bought the pack from an authorized dealer or you bought it abroad, you are not covered by the warranty here. This is to have an added value to loyal customers who got the items from us. “Lesson #1: Do not be ke-gaw!”. He sent his backpack to our office yesterday and I evaluated it. Some of the stitches on the shoulder strap were starting to cut off. I’m pretty sure that the stitches were intact when he purchased the pack. It was a wear and tear issue.
I texted him earlier that we carefully evaluated his pack and regret we cannot repair it. But as a valued customer, we are offering him 15% discount on his next purchase. Lesson #2: Do not use your personal mobile no. specially if you’re informing a bad news. I realized right after that I shouldn’t have used my cell. He kept on calling but I refused to answer it and waited for him to call our office line instead. Yap, he did. I was actually expecting him to avail the 15% discount because this is a good deal. He knew that the pack was purchased from an unauthorized dealer and most importantly, I didn’t promise that I will do something about it. Take note, I said I’ll try. He was ranting that we should still be responsible for his pack. I suggested he should return the pack where he bought it. Predicted too that the owner told him to call and insist his problem from us. That’s exactly what happened. He started grumbling on what we mean by ‘lifetime warranty’ (Lifetime warranty doesn’t cover abuse, wear and tear. It has guidelines!). Even tested me if I ever used the pack, of course I said yes =) Then he added “hindi naman ako ngmamayabang but our group will have a big event on 2008 and I can influence everyone that your brand delivers poor service”. He even added that he will write to our principal and complain how we handled the situation. At this point, I was heating up! I wanna tell him “e di gawin mo, I don’t care”. But then again I remembered I’m representing our brand and I shouldn’t get too emotional. Good thing our dgroup tackled about ‘patience’ and taking things ‘lovingly’ last night. But honestly, I was starting to sound sarcastic. I ended up telling him that I’ll talk with the owner where he bought the bag and will do my best to find a solution. Even ended the conversation asking him if there is anything else I can help him with. Gee, I’m so plastic but I just have to say that haha. Oh by the way, he even insisted a deadline from me when he’ll receive my feedback. Of course as an angel in disguise, have to tell him as soon as possible. I was shaking because I was flaming inside when I hang the phone.
Given a different scenario, that is he’s more ‘apologetic’, aims on solving rather than arguing with me, I would be more lenient. Tone of voice is also a big factor by the way. I could give him a better offer or even change his pack. I received customer issues left and right. I honestly favor customers who are polite enough even though I know it’s their fault. So Lesson#3: If you are the one demanding, just be NICE. This applies to a lot of situations we face everyday. Example when you got caught by MMDA (color coding – this happens to me a lot =); requesting a reversal on your credit card for late payment; asking for a better discount at tiangges etc. I’m ‘trying’ to apply this and it’s been effective so far. As my friend J quotes “It’s called using your charms” =) Lesson #4: Stop making excuses, just be honest. Instead of making excuse that you didn’t received your bill or you forgot it’s color coding, just be honest. People usually recognize if you’re lying. They heard that excuse millions of times (so better think of a unique excuse haha kidding).
We have to be sensitive with other’s feelings – Empathy as a friend describes. Everyone wants to be respected. As we say, put yourself on the other person’s shoes.
Wednesday, September 19, 2007
What Brand Are You?
2 of my Profs. at Ateneo raised this question before the class started. That is, we are all trying to market ourselves. We all have aspirations to be someone or accomplish something. What brand represents you? I thought of Chris Sports at first with its tag line “It’s all about options”. But honestly, I just wanna plug our shop =) that’s not really me. So I thought of Pringles – once “I” pop, “I” can’t stop. That’s more me. If I want something badly, then I don’t stop ‘til I achieved it. A classmate answered Centrum – I want to be complete; Clear dandruff shampoo – 7 signs (precise, effective…etc); Nike – Just Do It ( I really like this one). I’ve been asking this question to my friends and even our staffs. Our staff’s responses were interesting. There’s BmW – cause she wants people to see her as someone sturdy and elegant; SM – You’ve got it all; Jollibee – fast service and pang-masa; Frenzy condom, haha it’s really funny how he pulled that – cause he’s safe daw; Microsoft – innovative and always the first; Deuter (it’s a backpack brand I handle, glad to hear he associated himself with our brand) – quality, innovative, reasonably price with value; Nokia – connecting people; Emperador brandy (If I remember it correctly) – habang tumatagal, lalong sumasarap etc. You see, these are all positive responses. It doesn’t matter what brand you believe or stands for. What is important is you live with that. Do something about it. I’ve been attending class for about a month now and I’ve been enjoying it. Learning new ideas and listening on different views excite me. My class was once canceled coz of a typhoon and it made me sad coz I was looking forward to it. Gee, I think this is the first time that I’m actually excited to go to school. Now I’m living with this brand – Adidas – impossible is nothing. Of course I don’t aspire for something really impossible like flying or dreaming of becoming a queen (Then again why not? =). I’m still being realistic. What I meant was dream of something you want. Be ambitious. Set a goal. Focus on it. Be passionate about it. I have my goal now of making one of our sports brand number 1. Pretty ambitious honestly because one of the competing brands holds at least 50% of the market and the brand we have is just new in that category. But I believe on that brand so much. It has a great product range, reasonably priced, endorsed by top players etc. I just can’t see any negative points now. I know if only I can share to our staffs then to the end consumers my beliefs on that brand, then we can be number 1. I know I’m a long way still…but I’m seeing progress somehow. That makes me happy. I like being surrounded with positive people coz they inspire me. There’s J who’s so determined and positive of becoming a model and having a billboard - her personality is just contagious; there’s someone who plans (and actually doing something about it) 5 years from now on what he wants to achieve – he’s just so passionate and creative; and there’s someone who leads and sets an example on her walk with God – swear she’s just so blessed! So again I ask you this, what brand are you?
Monday, September 17, 2007
Facing The Giants
Just wanna share with you guys this wonderful experience I had this morning. I let 40 of my sales team watched Facing the Giants. It's about overcoming challenges by doing your best and depending on God. It really inspired them. I was looking at their reactions and at least 1/3 of them were crying (even my toughest guy staffs =). It made me cry too seeing how the movie had touched them. After the movie, we tackled what they've learned. I also asked them to submit a reaction paper and prayer requests. They have this thought kasi now that malakas ako kay God haha (which I really don't think I am =). There was an incident kasi that one of my staff got sick. The doctor said possible may Dengue and she needs to be confined. They knew I prayed for her then we were surprised to see her 100% ok on our next meeting. Kaya they have this joke now that delikado daw ako coz they have no excuse to be absent coz I'll be praying for it. Kaya ayan,they were telling me to pray for them.
I've been trying to find out lately the best way to communicate w my staffs. Before kasi, I feed them with product knowledge - really mastering it and selling techniques. Then I tried motivating them through some theories etc..Now I think the best way is it touch them. That is building up their morals and values. Motivating not only on their work, but in their lives as well. I'll find out the next months if this is effective =)
Anyways thanks a lot guys for continually praying for me. Work has been crazy and busy but rewarding as well. I always prayed that God will guide me on all my decisions and give me new ideas. And yap, it's all been answered. Sometimes nga I feel I'm getting a headache na with all the ideas haha
Cya guys soon! mwahh. God bless.
I've been trying to find out lately the best way to communicate w my staffs. Before kasi, I feed them with product knowledge - really mastering it and selling techniques. Then I tried motivating them through some theories etc..Now I think the best way is it touch them. That is building up their morals and values. Motivating not only on their work, but in their lives as well. I'll find out the next months if this is effective =)
Anyways thanks a lot guys for continually praying for me. Work has been crazy and busy but rewarding as well. I always prayed that God will guide me on all my decisions and give me new ideas. And yap, it's all been answered. Sometimes nga I feel I'm getting a headache na with all the ideas haha
Cya guys soon! mwahh. God bless.
Loving DUMA
Hey guys! Just came from Dumaguete. Sorry to some for my super late reply on emails n text, and for ditching the lakads =)
Wana share with u my experience on this trip. Just stayed overnight at Duma but I'm feeling attached. Duma is a great escape from the busy life in Manila. They're very laid back. Plus the food was so good! Enjoyed "Why Not?" a lot. They serve European food and it's so cheap! It's like Santis. They serve a variety of cheese, sausages, wines etc. The ambiance's great too. Cozy feeling. Good location too coz its near the sea. imagine the stretch of Roxas Blvd. cut into half haha. They call that the Boulevard. It's a stretch of restos near the sea with diff cuisines. They serve buffet breafkast at only P199. Take note, all imported. I can't understand how "why not" can priced it that low.Was able to go to this local coffee/pastry shop Sansrival. its like Dulcinea with more quality pastries, and 1/3 the price! And since everything's so cheap, I took advantage of the room service for my breakfast and midnight snack =) Don't get me wrong ha, Duma is still very rural.
It's the only province I visited where locals can speak straight English too. At least the ppl I encountered. This is because a lot of Europeans settled there. Apparently, Filipinas there hooks with "online bride". When you go to the boulevard, feels like your in a different country coz there's a lot of foreigners. Europeans in their 50's with Filipinos around 20's. They would even approach you and just chat.Shocked me quite but its normal daw. And walang sinabi mga "conios" sa Manila. The sons/daughters of the asukareros (sugar plantation) r just so exag! They buy same cars but in diff colors; goes out with 'at least' 100k cash; still use bells or the don style clapping that we see on the m0vies to call their maids.Go to your store to buy this and that but if after awhile they don't want it, you have no choice but to accept it. and btw, these kids never experienced working at all. Money just comes along.
Too bad wasn't able to go around for nature trip and some watersports - beach n diving in particular. People were telling me all the great places I can go and it's getting me excited. Can't wait to dip into the water. Duma is a great hub if you plan to tour Visayas. Just 30mins fastcraft to either Cebu, Dipolog, Bicol, Siquijor. Population of Duma locals r just 100k. But is about 400k in the morning because of the ppl visiting from intercities.
I was also trying to understand the buying behavior of the people and the market in general. Its pretty different compared to other provinces I've been. The people, food, attitude.....it's just interesting. A big chunk of your potential customers are students coz of Siliman University. A lot of rich, "dropout" foreign students studies there.
We launched HEAD badminton and organized a tournament. People were so excited. And we got a lot of participants from neighboring cities. They said they never had that experience before. They were so appreciative too. Small token lang happy na sila. The badminton court was packed. 12 midnight na but madami pa dn tao. The local radio station were talking about it - I was interviewed by the way haha. the local TV station was also present. Compared when we launched in Manila, we even have to convince ppl to join us and I'm not even sure if they listened on my presentation. Kaya if you guys have new or wana launch a product, you may consider introducing it in Duma. The brand would really stick on their mind,and you can really make the locals happy. Although small market pa din. But its easier to convince and make them switch compared to Manilenos. The market is so young pa kasi and anything new excites them. Problem lang is tapping the rich people. Coz they usually travel to Cebu and buy their stuffs there. They have this notion kasi that products in Duma are more expensive, could be counterfeit or not new.
That's it guys. can't stop talking. cya guys soon! =) God bless n tc!
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