I think that there is still hope for he smaller regional retail and service businesses in San Diego given my experience with Macy's (The department store).
While in New York my “GF” shopped at the flagship Macy's store in Herald Square (34th Street). She purchased several items to be shipped to us in California.
A week later I tried to get a tacking number for the shipment. After an hour of calling the store I had no luck in reaching any one who could help me. However, I did reach several rude and or untrained employees.
Last Monday I decided to try again. After a half hour of making several calls I finally reached the administrative assistant to the store manager. After getting some information from the sales slip she got me the tracking number in 1 minute!
I decided to write the CEO of Macy's:
Terry J. Lundgren
Chairman, President &
Chief Executive Officer
Macy's, Inc.
about my poor customer service experience. I needed to confirm his mailing address. I got his administrative assistant on the first call in about a minute!
I will publish the letter to Terry (mailed today) and the response if any.
Lessons I learned:
- No process for tracking in store shipments that is known to employees
- When in New York don't shop at Macy's and ship it home
- It is easier and faster to call the office of the CEO of Macy's and speak to a human (Margaret) than it is to get a response from the 34th Street store to a simple question regarding a purchase. (One minute versus 1 ½ hours.)
Lessons for business owners:
- The basics of customer service is to help the customer
- Employee training in customer service is KEY
- Make employes aware that thy should always offer to take the customers contact information so the appropriate person in your business can resolve the issue.
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