What's the big deal about Young Living

Doing Business Locally for the Best Customer Service

Just this week I had to order new checks and did so through the local branch of my bank. It was only after I submitted the order, which amounted to a little over $13, that I noticed the shipping charges were more than the actual product. Almost $14 for one little box of checks!

I immediately wrote an email which may or may not have include the terms “highway robbery” and “never in my born days”. I also explained that I mail out products (my oilcloth aprons) to customers frequently and am familiar with shipping rates.

Less than two hours later I got a phone call from an employee of the bank apologizing for the high shipping charges and offering to reduce the charge to a flat $5 rate.

That is what I call customer service! I have to wonder if I would have gotten the same response from a huge banking chain in a large city thousands of miles away. I don’t think so.

We like to do business locally whenever we can for this very reason. Any time we have a need for customer service for a locally purchased product, we have a MUCH better experience than if the product was purchased from a national chain.

One example of this happened when our three year old Sears dryer decided to take the week off. If you are a family of nine, or even if you aren’t, you can imagine that we create a LOT of dirty laundry around here that we like to wear in the clean and DRY state.

When I called the national 1-800 number for repairs, I was told that the soonest appointment I could get for repairs to be made was 3 weeks later! At that point, I sort of started sweating heavily and hyperventilating and I may have whined and begged, but the lady on the other end of the phone was unconcerned with my plight.

After I hung up from her, I breathed into a paper bag and talked myself down from the top of the refrigerator.  Then I called our locally owned Sears appliance store. I spoke to the owner and explained my desperate situation. Even though we had purchased our appliances from a Sears store in our last town, the owner was willing to help me. He checked his repair schedule and said he could fit me in THE NEXT DAY!

I danced a jig and told him I loved him. And then I told our dirty laundry not to worry because Mama was making everything better.

In both of the instances above, the businesses wanted to go the extra mile to keep our loyalty. They realized that good customer service will make a difference when we are deciding to buy additional services or products.

We try to do business locally whenever we can because we know the customer service will be more satisfactory than any we have received from huge national chains.

What are your best/worst customer service stories?

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Comments

  1. First of all, you and I must keep the same hours, because when I read your posts LATE at night, I’m the first to comment. Why? Because that’s when the house is quiet!

    Second, I agree about local business. It’s also nice to walk in a local shop and have them recognize you by face, even if it’s not by name. Bank, donut shop, quilt shop, gift shop (or as my girls call it: The Webkinz Store), etc. Small towns help, too!

  2. Brenda Johnson says:

    A little different but has to do with customer service…Several months ago our electric service went down. I called and was informed was the ‘first’ to call. Couple hrs later called back to check on the status…to be told our electric had ALREADY been restored…NO, NO it hasn’t. Called back in a couple hrs to be told…your electric has ALREADY been restored…No, No. This process continued for 18 hours!!!!!!! I even called numerous phone numbers, including any and every number I could locate for Encore and TXU. Finally the “MAN” of the house called (same number I had called around 15 times) and within the hour we had a service man, who ‘flipped a switch’ on the pole, took less than 2 minutes!! Seriously!!!Really opened my eyes and to think this day and time….. We lost everything in our main fridge but was able to get a power plant and save the fridge and 2 freezers in the laundry room!! Really don’t know what to do different the next time. There was no bad weather, we were just ignored! It was a very frustrating time!

  3. I agree completely. I just had this conversation with my aunt 2 days ago as she was talking about redoing her kitchen.

  4. Absolutely WORST customer service story ever involved a very popular and rather large bank/corporation. They are far too large to care about individuals anymore and have no trouble at all charging insane amounts of fees for every little thing… almost as if we are paying them for the privilege to bank there. The BEST customer service story, ironically enough, involves our change over to a “small town” bank chain where we have been and continue to be graciously taken care of at every turn. Smaller business are certainly the way to go!

  5. I wanted to tell you I let you an award on my blog
    http://ilikethewayyoudo.blogspot.com/2010/02/blog-award.html
    It’s ok if you don’t play along but wanted you to know I love your blog. It makes me happy.

  6. I can’t remember any nightmare stories, but…We have always had Sears (Kenmore) washers and dryers too. In our area, I found out really quickly that the Sears repairmen were much more expensive than our local appliance repairman who fixes all brands. So unless it was under warranty, we just call our local guy to take care of it.

    I just came upon your blog this week and being a mom of 6 ( kids mostly grown now:)- I really enjoy your blog! Love big families!:)

    Linda C

  7. We are very much about keeping things local, but I actually had a situation where the corporation stepped in because the local company wasn’t doing their job.

    Bought a Best Buy washer and had to return it twice due to malfunctions. Needed to replace it for the 3rd time but couldn’t get anyone local to respond to us. I mentioned it on Twitter and had 3 people from their headquarters respond and I had a new washer delivered by the end of the day. Loved that!

  8. My Dad is a small business man, so we like to support our local small businesses, knowing how they struggle to survive in this big box world! We shop locally whenever we can – for example, we currently have 600 pounds of wonderful drug free, hormone free frozen pork ( sausage, ribs, bacon, chops, hams, roasts) that we bought directly from the farmer down the road – for $1.30 per pound!!! We actually aren’t quite as happy with this batch of pork since it isn’t nearly as lean as the last hogs we bought so we called the farmer and let him know and he agreed – he is going back to the leaner breed of hog that we enjoyed last time – talk about customer service! We buy organic milk for $2.50 per gallon, eggs for $1 dozen and last fall we bought a quarter of lean drug free beef for $1.85 per pound – including roasts, steaks, lean ground and ribs! Shop locally – it keeps your neighbors in business and it’s often a savings.

  9. My “worst” story is a very recent one. The day before New Years I bought some closet shelving at Target, made by Closet Maid. They are already coming apart and the screws are pulling out. I sent Closet Maid an email which my have included words like “trash” and “disappointed.” I have not heard back from them.

    My “best” story is about my Ergo baby carrier. I needed one desparately but could not spare a hundred dollars. I wrote to Ergo, saying why I needed one and why I could not afford to buy it. Now get this! They sent me a gorgeous Ergo FREEEEEE!!!!!! and not only that, they threw in, just for good measure, a matching diaper bag and fanny pack!

    I do make an effort to buy local, you know like my local Target and Wal-mart. Okay, I do know better! I buy almost all milk, eggs and meat from small farms and in the summer, fresh produce.

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What's the big deal about Young Living