Subject:
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Re: Reply 7: Businesses, Customers and Trust
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Newsgroups:
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lugnet.color, lugnet.lego
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Date:
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Mon, 14 Mar 2005 18:20:35 GMT
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Viewed:
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5536 times
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In lugnet.color, Christian Treczoks wrote:
<snip>
> Five years ago, it was a good company with a good product, and with no
> customer relation worth calling it except for the complaints department.
> Now we've got a good customer relationship, a product that has been
> bitten by the need to reduce costs, and a company I would not trust to
> manage a shovel of manure if I had one, sorry.
>
> Things have changed, but if it is for the better or the worse, only time
> will tell.
>
> Yours, Christian
ANd this is exactly the point where you put in concrete terms that you've been
too close to th ehobby to have an objective opinion--you've been 'burned too
much', in your opinion, by TLC.
I really haven't been burned by TLC. Everytime I've had a run-in with anyone
from TLC--any employee or representative (Jake, et al), I've been impressed.
One incident a few months back occured when the folks in Enfield were busy and
my call was routed to California when I wanted to make a weekly phone special
purchase, the person I spoke with in California didn't have a clue what a weekly
phone special was. When I spoke with someone in Enfield the next day, I
mentioned that the folks in California didn't know about the weekly phone
specials.
So last Thursday when I called up Enfield, again to buy weekly phone specials,
due to call volume I was routed to California. This time the person in
California knoew what weekly specials were and charged me the proper pricing. I
don't know if it had anything to do with my comment a few months back or not--it
doesn't matter. The improvement was there and I was happy. Then again, it
would take something spectacularly inconceibably wrong for me to not cut TLC
some slack for the minor things, such as the point above. They didn't lose my
sale because the people in California didn't know what a weekly phone special
was, for I just called back the very next day. And the fact that they 'improved
the situation' the next time it happened goes miles in my book.
I say to Jake, the people on the phones that put up with my 'style'--"How's it
feel to work for the best company in the world?" "What's the weather like in
Enfield?", etc... and all the other employees/workers at TLC, 'Keep up the great
work! Look for ways to improve, to be sure, but thanks for the efforts to
date!'
Dave K
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Message has 1 Reply:
 | | Re: Reply 7: Businesses, Customers and Trust
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| (...) There is no such thing as an "objective opinion". It's either - or. Objective: "Colour change is wrong for these reasons: ..." Opinion: "I cannot accept the CEOs apology" I don't consider myself "burned" here. I've been hit by the colour (...) (20 years ago, 15-Mar-05, to lugnet.color, lugnet.lego)
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Message is in Reply To:
| | Reply 7: Businesses, Customers and Trust
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| (...) Accurately observed. (...) I wouldn't credit the demand of interaction to the explosion in customer choice - on the contrary. If the customer can readily choose from a range of products with sufficient quality the one that fits his needs, an (...) (20 years ago, 14-Mar-05, to lugnet.color, lugnet.lego)
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