This is an open letter of sorts to the kind folks at your local Verizon wireless store. Although I understand there is a process to everything and we need to keep to that protocol, can't we also look at ways to increase customer satisfaction a bit? If you are lost on what I'm talking about, let me paint the picture...
About five days ago or so, my Motorola mobile phone died. I couldn't charge the battery anymore and sometimes it turned on - others it just started and then died right away. After hoping that it would just fix itself, I decided late yesterday to run to my local Verizon store and just buy a new phone. Hoping that this wouldn't be that complicated of an adventure, off I went!
As I walk in the store, I'm greeted with smiles and asked why I'm at the store today. My reply was "My phone broke and I need to buy a new one." Seems simple enough to me, so off I was sent to stand in line with the four other people at the store. For those counting it stood five customers and nine employees. After standing there for fifteen minutes with no progress, I went back to the store greeter to ask if there was an estimated time for waiting. She asked what I was waiting for again and I replied "I need a new phone" - which she replied "Oh, you can just talk to Sales for that."
Ummm.....what the fuck was I in the other line then for?
Anyway, ten minutes later I had a new phone and was on the road again. So for those keeping count - twenty minutes waiting in the wrong line, ten minutes to actually get a new phone, nine employees, five customers, 2 employees actually helping customers. You can re-read that if you need to......
Bottom line is that although everyone understands that there needs to be a process for a store like this to push people to the right part of the store. A little care and attention should also be plugged into that equation. Remember, the easier you make it for your customers the more they will come back and/or pay for your service.
PS: The new phone is good so far. No idea how to use any of the features, but calls and texting is easy.