Customer is Always Right..The Finale

Ever had the feeling when you don’t feel 100% good when your wish was granted? I didn’t pray that hopefully our principal would replace the backpack (which I normally should for his favor) but I prayed that the right thing would be done. Just got an email from our principal that they will replace the “kids” backpack in spite of. We would be advancing the pack from our stocks first and provide the kid a new pack. Although the pack will be replenished from our stock, there’s lost still since we already paid for the freight. I can just imagine his face while he reads my email:

Dear Sir,

As our valued customer, we are glad to inform you that we will be replacing your pack. Kindly let us know when you plan to pick up from our office so we can prepare it. In case I'm not around, please look for Regine. We hope to regain your trust with **.

I hate imagining his face carrying a sinister smile that he was able to take advantage of us. I conclude that a customer is always right after all. Uggh! My position as brand manager thought me not to reason out though am positive I’m right since its pointless – thus swallowing my pride; face obnoxious customers and still wear this ‘sweet-smiling’ a.k.a poker / plastic face =) – thus prolonging my patience; and learned the value of brand equity – thus be aware with my actions. You see, the customer wouldn’t remember my name but the brand’s. It’s the brand that will be damaged, not me. We should apply this same scenario in our life. When we encounter situations like when our boss scolds us, bear in mind that your boss is not mad at you, but with the situation. Learn to detach your emotions from the situation; to look far and perceive the consequences in case you acted indifferently. Surely I’m a long way still but I’m glad I acted accordingly. Finally, I could put a period on this tale and publicize “For hire: Customer Service Representative. Must be well-verse, amiable, and patient” Hee =)

Customer is Always Right...Part !!!

I just met the irate customer claiming for the backpack that wasn’t bought from us. I honestly wanna smash his face! Stand back, I'm becoming violent =) I thought he agreed already that the shop where he bought the pack will help him instead. He even thanked me for helping him blah blah. I even got emails from our principal last week regarding this matter and proudly told them that the case was solved already. Rewind: He wrote an email to our principal that we didn’t even bother to help him. B.S! I went out of my way to contact the shop and insisted to accommodate this skinny, helpless, hippie, tiny but ‘cute?!’ guy! Hee =) Now this ‘boy’ (he looks young, early 20’s) is now insisting his pack to be replaced. He was just insisting it to be repaired before. So abusive! He even mentioned that he’s an influencer and that the brand’s image is damaged already in his circle and he will buy from our competitor from now on. Damaged has been done already so what’s the point of our conversation?! Where did he even have the idea that the pack has lifetime warranty? Anyways I acted professionally as I could while wearing my poker face, and my arms crossed. Hee =) Told him we can’t change his pack because it’s honestly our lost since our principal will not replace it too. The best we could do is having it repaired. Our principal advised him to send the pack to them. He knows this will be very costly. So again like an angel, I offered my assistance and told him I’ll help him insist from our principal to have his pack replaced without needing to have the pack sent. I’m positive too that once our principal evaluates the pack, they will not replace it since it’s not a factory defect; it’s a wear and tear issue. I just emailed our principal and persisted to have the pack replaced since he could bad mouth the brand’s image in his loop. I didn’t mention that the pack was not a factory defect either. The other side of me wants the pack to be replaced because it’s positive for the brand. The other wants to simply forget this issue and make him feel awful. I don’t want him to be bragging around that his pick was replaced though it’s not supposed too. But in the long run I guess it’s a bigger lost for me. Not because of him of course! But in his circle where he exag his story and bad mouth the brand. I’m loving this blog =) I usually either call Cha or my cousin whenever I have rants. I pour my rages while they patiently listen and laugh inside. At least, I have a new outlet now. I don’t have to bother them =)

Techy for Dummies

Back in high school when our teachers required us to read literatures, I always thought that books should be available in voice format. I’ve been discovering recently the wonders of technology. I’ve learned to set up my own i-Tunes (ahya used to load my iPod); create my own blog site (with the help of D of course); download torrent and mininova (courtesy of our MIS). I remember the first time I downloaded an audio book (which was just 2 weeks ago). Can’t even understand how big 200mb is. I mean how do you visualize that? I was expecting to download the file in just 15 mins. at the most but it took more than 3 hours. Some techy ppl assisted me step by step. Had an interesting conversation with JC too. Is being techy or learning all these things a component of the left or right brain? I was questioning that because I have to train that part of my brain. Why are these stuffs not thought in school? I asked him how he became computer savvy. He just said he was into computer since grade school. But we attended the same school! How come I don’t know these things? I don’t even know how to utilize my virus programs, what spy wares or lavasoft are. That’s why our MIS set up my antivirus to scan automatically. How do you formulate and program a+b=c? JC laughed so hard and corrected that it should be c=a+b. Huh? This confused me more. What’s the difference? He’s probably questioning how I passed all my computer program classes. Well, I have a set of ‘helpful’ friends. D on the other hand suggested I should create a site counter for my blog site. I tried really. I came across an instruction that I should copy the details (looks like a formula to me) and paste it to my HTML. Ah ok.. Well you know the ending. I failed again. Guess I have to stick with the traditional first. I don’t know if I’m analyzing too much or not thinking at all haha. I just don’t get the idea.

Even though I can’t comprehend how these works, I appreciate technology so much. It has truly evolved and made our lives easier. From the 5” floppy Verbatim disc, it shrinked to 3” compact floppy disk, zip drive, CD to USB. I like the idea of Nintendo Wii too. Haven’t played or seen the actual though. Just heard about it. How does it work? Is it sensored like Bluetooth? And how does Bluetooth works? Through laser or electricity driven? I mean how can one object identify another 100 ft apart? Even texting? How does the message travel? Where does it go? How can you receive text message in just a sec.? Gee, I just have tons of questions. That’s why I’m recommending you guys to compose a book entitled “Techy for Dummies”.

Going back on being a sucker for audio books, it’s just amazing! I can listen and learn while driving and stuck in traffic, strolling the mall, lifting weights at the gym, waiting on long lines at the supermarket, even taking a bath and eating. Yap, I’ve been carrying my iPod around. How I wish though that wireless earphones would be invented. I believe there is but it’s too bulky and it looks like an earmuff. I want just the 2 pcs earplugs. Then I could leave my iPod several feet away from me while I do my workout. That would be wonderful =) And probably in the future, instead of listening to audio books, knowledge could simply be achieved similar to the movie Matrix. A socket was connected in the back of Neo’s skull and allows knowledge to be uploaded directly into his mind. CooL! Or better yet, I can just take a tablet. Hey I think this is possible! Medicine can heal us physically, then why can’t a tablet educate us mentally? I’ll wait in a few years.

Customer is Always Right..Part II

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.

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.

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.

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?