This ultimate customer service story will inspire you

Maria Garcia turned Ross Shafer into an unpaid spokesperson for this room service associate and the Marriott Hotels when she went 30 seconds out of her way. This is funny and important. Find Ross: www.RossShafer.com

Tom Peters tells us that Roger Ailes declares that a person has only 7 seconds to make that all-important first impression. See more at www.tompeters.com.

Today’s poor example – Target’s Price Match Policy - happened about 60 minutes ago.

I am currently shopping for a Flip Video Mino HD (2hrs, 8 GB…). So as I always do, I hit the web for some quick research. I found the camera at BrandsMart and Target.

My first stop BrandsMart (3305 Busbee Drive NW) because the Flip Video Mino HD is on sale ($30 off retail). This location was sold-out however; their Gwinnett store had several in stock. I had no intension of driving from Marietta to Gwinnett, the manager, Corey Davis, of the Busbee location immediately offered to have the Gwinnett store move the product to the Busbee location for pickup on Tuesday. Excellent!

I have to admit to you, that when I decided to purchase something I like instant gratification. I want to take it home immediately and start using it, whatever “it” is.

Before going any further, I forgot to mention that at BrandsMart gave me a pickup receipt for the item on Tuesday. The receipt details the item including the sales amount, taxes, and total.

As I drove down Barrett on my way home, I had a flash of brilliance. Target! I remembered that Target has a price matching policy. I love Target. I was about to pass the Barrett Pkwy location (740 Ernest W Barrett Pkwy NW) so, I took a shot at them having the Flip Video Mino HD and stopped. They had it! I was excited and ready to purchase it with my credit card in hand – until I asked about the price match.

Turns out to use Target’s price match policy you must have a print ad with a photo of the item. So, my receipt showing a description of the item including the final cost wasn’t good enough for them. I took the salesman’s canned speech and started to leave. One last attempt, I thought. Target won’t let me down. So as I passed the “customer service” counter and I asked to speak to the store manager. I was told he would speak to me however it turns out he was too busy and another representative (Justin) showed up who had to page the store manager, “I have a customer here with a receipt for an item we sell and is asking for a price match, can we use it?” The store manger gave the same canned speech I had heard in electronics. Target had done something I never thought possible – they let me down!

I know a little about sales and customer service because I have over 25 years of experience with both. I have been a National Trainer for both sales and customer service and work hard in my business to go above and beyond expectations of my clients.

I understand that businesses need policies in place but I also know that nothing is written in stone, and that exceptions happen everyday. Again, my receipt details the item including the sales amount, taxes, and total. It lacks a “photo” but really what would that tell you that the description doesn’t?

Needless to say, Target lost a $210 sell of a Flip Video and another $50 or so on miscellaneous items that I need for upcoming trip. (That’s what the Flip Video is for too.)

On Tuesday, I’ll pick up my new Flip Video Mino HD from BrandsMart and head over to Walmart for the other items I need.

I love Target but this was a kicker for me. It will be a long while before they regain my business. Walmart is closer and cheaper on the items I would purchase from Target anyway.

Price matching policies should be as easy to use as the Flip Video Mino HD – plug and play!

Sasha Strauss, CEO of brand strategy consulting firm Innovation Partners, talks about how he used LinkedIn to hire everyone in his agency – through trusted referrals.

Sasha Strauss talks about personal branding seminar in front of a sold out audience at USC’s Alumni House organized by the USC Alumni Club of West Los Angeles.

Swisscom AG is a major telecommunications provider in Switzerland. Along with Swiss Post, it is a successor company to the former state-owned PTT. Its headquarters are located at Worblaufen near Berne. The Swiss Confederation owns 52 percent of Swisscom.

I love this video because in 2 minutes it shows you how a successful company uses its brand identity throughout its organization. This is how it’s done guys! LOVE IT!

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