I’ve recently had two interactions that show the difference a good Customer Service Rep makes.

For Christmas this past year, I bought Jo a seat for bleacher use when attending ball games, especially Braden’s, our grandson. She opened the box to see it but since there was no need to set it up I put it back in the box.  Come Spring with baseball in the air, I got the chair out and tried to set it up. It wouldn’t lock no matter what I tried. The chair would have worked if Jo wanted to watch the game reclined and the people behind her didn’t care. 🙂 So I sought an exchange or a refund.  It was beyond Amazon’s 30 day return policy and I understand that. They put me in contact with the company who made the chair and I explained the situation. She first tried to tell me how to make it work…after I told her I tried numerous times. (smh). Then she gave me an address to return it. First, UPS told me it was an incomplete address. Second, it was in Canada.  Third, it cost me more to return it than the original purchase price (and it was my responsibility).  Conversation with this rep happened twice. Needless to say, Nalone will N.E.V.E.R. get my business nor will I recommend them to anyone.  And yes, unless blocked, my review is posted.

The second incident happened just yesterday on my way to visit someone at a hospital a little over an hour away. Our local gas station/convenience store’s pop machine was down due to a CO2 issue, so I stopped at another one in a town on the way there. I put ice in my mug but since they didn’t have what I wanted to drink, I bought some bottles. They had Dr. Pepper Zero Sugar on sale for 3/$5. I thought that was a pretty good deal and as I checked out I double checked on the price. The CSR told me that it was if I had their reward’s app. I didn’t so I was going to take 2 bottles back when she said, “Get them and I’ll just use my number.” Not only did I thank her several times, I also know I will stop there again on my way through…and I just might get their app. 🙂

I thought about those two situations this morning. What a difference a good CSR made. The attitude and service I received plays a big part in how I see the company and also in my future use of their product/store.  Then I asked myself How often have I left a good or bad impression on someone? Would the impression I left them with lead them to know more about me and/or what motivated me? In this case, my faith. If they visited the church, did they get a good or bad impression of the church? Were we friendly or cliquish and aloof?

Someone has said, “You never get a second chance to make a first impression.” What kind did you leave?