Hello to all. Hope everyone reading this is doing well. I would like to wish everyone Happy Holidays.
I want to tell you about an experience I had today in a Microsoft Store. I went there with my wife so that we could take a look at a new laptop that I am going to purchase. While there a staff member begin to tell us about the good deal on an Xbox One. Well, after the great pitch on what a great buy this would be we decided to make the purchase even though that was not what we went in there for nor was it in the budget.
The cost of the Xbox One was $350, 1 terabyte drive the bundle included 3 games, an additional 2 games and a $50 Microsoft gift card. This was a great deal as the sales person explained. We were ready to check out and complete our shopping. Let me say by this time we were an hour or so in time at the store. Another member of the staff came into the process and proceeded to tell the sales person that he could not sell the 2 games but we could only get one of the two games. So, some miscommunication on the part of the sales person (understandable), but on the side of the consumer (my wife) she was not happy (problem). She stated the if he (he being the other person that disrupted the conversation/sale that was going on) had not interrupted the process, I would be getting what I wanted (irritated and frustrated). Now, let me just say the customer experience up to this point was 100% over the top great. Now in less than about 2 minutes we were getting ready to leave what we were going to buy right there in the Microsoft store.
My wife asked if there was a manager that she could speak with and one promptly came over and said what can we do to make you happy? My wife explained what happened and you know what the manager said to her? “No problem we can get this worked out for you. It’s no problem”
The manager made an adjustment in the system and we were able to get what was told to us. We were back on tract to be happy customers again. We even picked up a Bluetooth speaker that was on sale.
What did I learn from this adventure?
Even though the information was mis-communicated to us. The company did what made sense. We spent close to $500 in the store. The other sales person that was saying we could not do this was opening the door for us to walk out without purchasing anything. He would have caused this to happen in about 2 minutes.
I think in some instances companies should live by “Say what you mean and do what you say.” I think in this experience the members of the Microsoft team did the right thing. Big shout out to them for excelling on a wonderful customer experience and having people in place that know how to make a difference when it comes to making the customer happy.
What are your customer experiences good or bad. I would like to hear about them.
Thank you for taking the time to ready my blog.