Jenny's Jots

And your name is?

noreply@blogger.com (Jenny Prevatte) — Fri, 02 Sep 2011 07:40:16 PDT

This one happened just this morning. And is getting funnier the more I think about it.

My work phone rang, I picked it up. "This is Jenny..."

The person on the other end told me her name and the company she was with. Then asked me what my name was.

It was a sales call - she had already interrupted my flow - so I decided to have some fun!!

"___, you called me. Do you not know who you're calling?" That messed her up. It was off script.

"Ma'am, I'm sorry, I make so many calls a day, I do sometimes loose track." Points for honesty!

"Well, just tell me why you called". Still not giving my name. Want to see how long she can bluff through without asking for it again.

"I'd like to know who in your company is responsible for ____".

"___, no one in my company is responsible for that". Intentionally using her name to emphasize that I'm the one who was paying attention...haha

"Well! Would you like to start this program? I'm sure your employees would love it!"

"No, ___, my employees don't want that"

"Are you sure?! You're employees' deserve ___ and it would really increase their productivity...." She went on with the script. I just listened and let her ramble.

" ____, I am the only employee, and I don't enjoy ___ at any time, regardless of whether I'm paying for it myself or through my company"

She was obviously deflated: "Ok. Thanks for your time".

It was funny! It was a little mean too - but if she had bothered to "know" who she was calling and/or actually listen to my name when I answered the phone... As it was, I had some fun aggravating her.

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There is No One to Help You

noreply@blogger.com (Jenny Prevatte) — Fri, 02 Sep 2011 07:19:07 PDT

"There is no one to help you" was an actual recording on a tech support phone call I made yesterday. For some reason it just set the tone for my whole experience with this company and their software. And not for the "good".

I'm helping a client set up their e-newsletter. They found a service provider they want to use and asked me to set up the template for them. Works for me - should be easy enough to do.

I was wrong. This software is not user friendly. After fighting for a bit, I finally decided to call tech support.

My first issue was with the background noises on the recording telling you options. I heard what sounded like household noises; water running, cabinets or doors closing, kids (or young people), etc.

My second issue was when I made it through the menu and dialed 1 for tech support, the phone rang 5 times then clicked over to a message that actually said: "There is no one to help you." Ok... I understand if there is a lot happening and "no one is AVAILABLE to help me." But to hear "there is no one to help you" set me off.

I did not leave a message, opting to wait a bit and call back.

This time I made it to a person. He had the personality of a door knob! He answered the phone with "this is ___, how can I help you". In and of itself a decent answering. However, when I answered his direct question with my own direct answer ("I'm trying to do ___"), his attitude changed.

With an impatient tone: "I need to know who you are and what account you're calling about." But that was not what he asked for. I can go on for days about asking the correct question to get the answer you want...

After some less than pleasant banter and him finally understanding that I was a NEW account and did not know his preferred system to get him to help me; he finally answered my question with "you can't do it that way, you have to go through [those] 8 steps to get there".

So, my third issue is a severe lack of customer service skills or personality. I admit, my non acceptance of his attitude was tainted by that original "there is NO ONE to help you". But still...

Customer service is essential!! And having the RIGHT person in that Customer Service roll is even more so.

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Price or Service/Quality?

noreply@blogger.com (Jenny Prevatte) — Mon, 18 Jul 2011 12:45:54 PDT

Which is the most important to you - or to your business? Price or service? Where does quality come in?

A group of small business owner friends and I had a lively discussion this morning about price verses customer service. We were split almost down the middle.

Half think price is more important and the "low bid" should always win. Then customer service becomes "get what you pay for" or an unexpected perk for better than expected customer service.

The other half think price is important, but clients pay for the service they get. Especially when looking for a long time provider. They believe good clients are willing to pay a fair price to get what they want and expect from their service provider. Some in this group mentioned they tend to provide a little more than the 'expected' service for their clients.

Then "Quality" was added to the mix. The "low bid" group saw quality and service as the same. "You get what you pay for."

The others considered quality as important as service. "Good clients pay for what they want."

I'd love to know what you all think. Price or Service/Quality?

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Call me by name please.

noreply@blogger.com (Jenny Prevatte) — Fri, 27 May 2011 08:06:00 PDT

I realized something interesting at the fitness center this morning. One of the trainers was there early to workout. He knows almost every 'regular' patron by first name. And sometimes knows a few details such as spouse's or kids' names, etc.

It always feels good when he walks by and says "Hey Jenny" - actually using my name instead of just "Hey".

So this morning I noticed something interesting. He spoke to me and several other people he passed on his way to the back of the room. Everyone he spoke to seemed to perk up just a bit.

Thinking of other times I've watched him interact with patrons, I've noticed the same thing. When he speaks to someone, calling them by name, they perk up. Their workout seems to get just a little more energetic or they have a new smile on their face. It's really noticeable if he stops and chats with them.

I've also seen him stop and speak to people he didn't recognize. One lady in particular. She was visiting relatives and staying a local hotel. The hotel and the fitness center have a deal where hotel guests can come workout. I heard him telling her he didn't recognize her and ask who she was. She told him she was a guest from the hotel.

Then the fun began. He asked her about her relatives and where she was from. He offered to show her how to use any of the machines. And just chatted for 4-5 minutes.

That's all it took. This lady, who didn't know anyone in the place, suddenly 'looked' like she had been coming there for years. Her demeanor changed, she looked comfortable, she stood a little straighter, she had a smile on her face and she started chatting with people around her. It was nice to watch.

I'm not sure if he's doing it on purpose, or if it's just his nature to be "personally friendly" with people. But he seems to have a perfect way to make his patrons feel welcome. And in a gym, that is not always easy!

Now I wonder, if we all treated our clients/customers the same way, would they feel more welcome, and even "wanted"? I know I like to be called by name.

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Moving forward sometimes means going backwards!

noreply@blogger.com (Jenny Prevatte) — Mon, 16 May 2011 13:13:17 PDT

A wise man said something to me today: "Moving forward sometimes means going backwards"!

It made some sense at the time. It is really hitting home now, a couple hours later!

We were catching up at lunch; talking about family, jobs/work, etc. I mentioned I sometimes feel like I'm spinning my wheels and not moving forward (about work things). His question: "What does moving forward mean"?

Good question! I stumbled a bit and finally came to this answer. In my world of graphic and web design, moving forward means new projects, new things/designs/ideas to work with, etc.  I need some forward movement to remain interested/creative.

He then answered me with his own thought that moving forward sometimes meant going backwards - or at least looking backwards.

My friend has worked in several industries for large and small companies.  The past couple of years he worked for small businesses and had become increasingly unhappy with what he was doing for a living.

Last year on a trip 'home' to visit realatives, he had a chance to look around his home town. He told me about houses remodeled, streets changed, store fronts gone, etc.  He realized, that simpler time might just be what he was looking for.

With only a few years left until he officially retires, he decided to just go get a job doing something for someone else. He clocks in, works, and clocks out. Then he goes home to enjoy his family and hobbies without carrying the stress of work with him.

And I have to tell you... he looks great and he seems relaxed and "happy"!

For my friend - "going backward" was how he moved "forward".

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Credit cards over the phone.

noreply@blogger.com (Jenny Prevatte) — Thu, 06 May 2010 10:59:51 PDT

I had an interesting conversation with a salesperson today. He left me a voicemail yesterday about an 'opportunity' and asked me to call him back.

Yes, I figured, I'll call back, it will be nothing (or close to nothing), I'll decline and it will be over. So, I didn't bother doing any background info gathering before I called him back.

However, it was actually something I've been thinking of doing and what he showed me looked like something I wanted to do. During this conversation - he asked for my credit card number to 'secure' the transaction and get things going.

HOLD IT!! My spidy senses went up... I explained to him - tactfully - that I didn't know him from anyone, and the only contact info I had was what he had left me on a voicemail. And that although I was interested in the opportunity - I was not willing to just give my credit card number to him on a first phone call under these circumstances.

He was surprised - but recovered well - telling me that no one he'd ever called had ever had a problem giving their credit card info out. THIS is one reason we have Identity thieves!!!

So - he offered to put my 'opportunity' on hold, send me an email with more info and allow me time to call him back. Good! The first rule of any 'opportunitiy' is that it should be able to wait for a little while...

In the mean time, I looked up the company (a well known company in Charlotte) he was representing and found their public contact phone number. I called the number and asked the receptionist if he did work for them and if he was authorized to sell that certain item.

She was fun - she was honestly surprised by my question. She asked me how I had gotten his name and info - I told her my tale of voicemail - she laughed quite a bit. AND then she verified that I'm the FIRST person to ever call to verify that he is legitimate with their company. And yes, he is on their sales team!

I'm amazed!! AGAIN - This is one reason why we as a country have an identity theft problem.

Please people - verify that person BEFORE you just give them your information. Whether it's a salesperson or someone pretending to be a bank - ALWAYS find a reason to put the situation on hold and verify who you are talking to. For banking calls - just go find the public phone number and call the bank. For government calls - do the same - find the public number and call that office.

For sales calls - just call the public contact number for the company they represent. If you can't find public contact info - maybe that 'deal' isn't for you. AND if the 'deal' won't wait - or if you are pressured to buy RIGHT NOW - maybe you should just let it go.

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The First Mow!!

noreply@blogger.com (Jenny Prevatte) — Fri, 19 Mar 2010 12:18:25 PDT

It's official - Winter is over at my house! We mowed the yard today and that felt pretty good... I know - warped! Though kinda sad - all my pretty yellow, pink and purple weed flowers are gone...

Seriously, the first mow of the year is always kinda neat. I'm outside, in the sun with a few clouds, with a breeze and no PHONES/EMAIL/COMPUTERS - and on a Friday afternoon too! The mower was just serviced; the blade was sharp, it cranked up quickly, and ran smooth. Even the weedeater seems to work better on the first mow of the year...haha

I do push mow - my yard isn't large enough to fight a riding mower. I'd spend way too much time turning around verses actual mowing...haha I weedeat and edge while my better half starts mowing. Then by the time I'm through, he's ready for a break and I finish the mowing while he does other little things...

The really funny part about mowing in the spring - the birds. I keep feeders all year for the seed eating birds in the area. But in the spring we get an influx of insect eating birds. When we mow - right after all the noise is gone the birds decend. The seed eaters wait in a cedar tree close to the deck for us to go inside so they can get to the feeders - and after mowing they can see all the seed that fell to the ground.

The insect eaters are the funny ones though! They swarm the yard looking for all the bugs that got uncovered from the grass being cut. They hop around chasing bugs - it is really funny to watch. Such simple things create such fun!

So - I declare Winter over! Spring is here and let the mowing begin!

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Web Designers As Business Partners

noreply@blogger.com (Jenny Prevatte) — Sun, 07 Feb 2010 12:33:30 PST

I became a web designer many years ago because I thought the web designer my company was using was ripping us off. He/they never seemed to make any progress and always had excuses. And we kept getting billed for work we couldn't see...

One day I walked into the president's office and told him I wanted to learn to do web design so I could create and manage our site in house. He just stared at me...haha My plan was to take a couple months and learn html while my admin/graphics person learned more handling the graphics we would need. I'm happy to say - after the president gathered his composure - and a couple months trial and error - it was a great success!!

Since then - I occasionally run across one of those web designers who remind me of that time. I recently ran across one this week.

I friend was telling me she doesn't like her website - which is 3 years old with the exact same look and content - and she can't get the "guy who works on it" to make changes. She got my attention! I asked her to show me what she had and tell me what was happening.

The guy who built and maintains her site apparently doesn't consider her (or her business) worthy of his time. He tells her he can't make the changes she wants because they don't fit within the exisiting margins on the web pages. What?? Are you kidding me??

Wonder why she's having a hard time understanding why she can't get a web site that is what she wants and that she can use to actually promote her business. Amazing she would want to - isn't it!!

So of course, I offered to take over the site. I'm going to redesign it to what she wants and give her a content management system so she can make some photo and text changes when she wants. Then I'll just be backup for design updates and changes she can't make. (saving her money)

Now this is the truely amazing piece - His response to the news that someone is going to redesign her site for her... "Tell her, I'll give you the login info if she'll only use html files and only use Dreamweaver"... because... "when it doesn't work, it'll be eaiser for me to go back in and fix it"...

OMG!!!

Call to action! People - take control! If you own the site don't allow a web designer to make your decisions for you...A good designer will work with you and help you understand how what you want may or may not work on your site - but they should never just make your decisions for you - or dictate your web identity!

You dictate the look and content of your own site. And if your current designer can't work with you - find another one! Your web designer should be a partner with your company!

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Update on my restaurant customer service story

noreply@blogger.com (Jenny Prevatte) — Thu, 14 Jan 2010 16:23:28 PST

I have to report good news!! My better half and I decided to eat lunch at the restaurant in my previous story...I've told you, it is one of our favs. Some of the same waitresses I was complaining about were on duty.

I have to say, they were all doing much better. I saw waitresses checking on other tables to fill drinks (which they never did before) and check on customers who happen to look up - you know when you look up trying to decide how to get someone's attention...

It was MUCH better than the other night!

That is how customer service is supposed to be. Every customer in that restaurant is a customer -period - regardless of who their waitress happens to be.

Unfortunately, I didn't have a chance to tell the owner I saw much improvement. Since I did tell him my 'bad' story the other night - I'll send him an email just so he'll know they were doing better.

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Restaurant Customer Service

noreply@blogger.com (Jenny Prevatte) — Sat, 09 Jan 2010 16:43:16 PST

OK...I'm still on a customer service kick. Customer service is not hard, and usually doesn't take that much time/effort!

My better half and I went to eat at one of our favorite "meat/veggie" restaurants tonight. It was a slow night and the wait staff didn't have a lot to do...meaning they were mostly standing around complaining about the amount of business in the place and tips they were going to get tonight. That's another story...

There was a table off on the side with a gentleman and two children. The oldest girl (probably about 12) approached a couple of the waitresses and asked for a towel. One of them handed her the towel and turned back to the conversation they were having.

At this point I've finished eating and am just watching what is happening.

The girl proceeded to start wiping something up - one of them had apparently spilled a drink - she was trying to get it up. NONE of the waitresses even noticed she was doing something other than sitting waiting on her meal.

Several minutes go by, she is still wiping, and the busboy was the FIRST one to notice she seemed to be in need of help. He approached and proceeded to clear the table and wipe it down for her.

Finally - the waitress assigned to that table noticed him and approached to see what was happening. She then got involved and finished the clean up.

All the while those same three waitresses the girl had approached were still standing in the same place talking and glancing in that direction watching the assigned waitress handle the situation.

Now is where I'm asking you if I'm the ONLY one who sees a problem here! At the very least, at least one of the original waitresses should have followed the girl to her table to help her with whatever she would have needed the towel for. Even if it wasn't their assigned table.

And those of you who know me - know I did relay what I saw to the owner who happens to be a friend. I'm sure it will be obvious I'm the 'customer' who complained about the wait staff - I've done it before... but that's just too bad. Poor customer service is a No-No in ANY situation.

Opinions - Comments?

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Holiday Internet/Cyber Crime

noreply@blogger.com (Jenny Prevatte) — Mon, 30 Nov 2009 12:19:02 PST

Intelligence Note - Prepared by the Internet Crime Complaint Center (IC3) - November 30, 2009

Holiday Shopping Tips This holiday season the Federal Bureau of Investigation ( FBI) is reminding people that cyber criminals continue to aggressively create new ways to steal money and personal information. Scammers use many techniques to fool potential victims including fraudulent auction sales, reshipping merchandise purchased with a stolen credit card, and sale of fraudulent or stolen gift cards through auction sites at a discounted price.

Fraudulent Classified Ads or Auction Sales
Internet criminals post classified ads or auctions for products they do not have. If you receive an auction product from a merchant or retail store, rather than directly from the auction seller, the item may have been purchased with someone else's stolen credit card number. Contact the merchant to verify the account used to pay for the item actually belongs to you.

Shoppers should be cautious and not provide financial information directly to the seller, as fraudulent sellers will use this information to purchase items for their scheme from the provided financial account. Always use a legitimate payment service to protect purchases.

As for product delivery, unfamiliar Web sites or individuals selling reduced or free shipping to customers through auction sites many times are deemed to be fraudulent. In many instances, these Web sites or sellers provide shipping labels to their customers as a service. However, the delivery service providers are ultimately not being paid to deliver the package; therefore, packages shipped by the victims using these labels are intercepted by delivery service providers because they are identified as fraudulent.

Diligently check each seller's rating and feedback along with their number of sales and the dates on which feedback was posted. Be wary of a seller with 100% positive feedback, if they have a low total number of feedback postings and all feedback was posted around the same date and time.

Gift Card Scam
Be careful about purchasing gift cards from auction sites or through classified ads. If you need a gift card, it is safest to purchase it directly from the merchant or another authorized retail store. If the gift card merchant discovers the card you received from another source or auction was initially obtained fraudulently, the merchant will deactivate the gift card number and it will not be honored for purchases.

Phishing and Smishing Schemes
Be leery of e-mails or text messages you receive indicating a problem or question regarding your financial accounts. In this scam, you are directed to follow a link or call the number provided in the message to update your account or correct the problem. The link actually directs the individuals to a fraudulent Web site or message that appears legitimate where any personal information you provide, such as account number and PIN, will be stolen.

Another scam involves victims receiving an e-mail message directing the recipient to a spoofed Web site. A spoofed Web site is a fake site or copy of a real Web site and misleads the recipient into providing personal information, which is routed to the scammer's computers.

Tips - Here are some tips you can use to avoid becoming a victim of cyber fraud:

Do not respond to unsolicited (spam) e-mail.
Do not click on links contained within an unsolicited e-mail.
Be cautious of e-mail claiming to contain pictures in attached files, as the files may contain viruses. Only open attachments from known senders. Virus scan the attachments if possible.
Avoid filling out forms contained in e-mail messages that ask for personal information.
Always compare the link in the e-mail to the link you are actually directed to and determine if they actually match and will lead you to a legitimate site.
Log on directly to the official Web site for the business identified in the e-mail, instead of "linking" to it from an unsolicited e-mail. If the e-mail appears to be from your bank, credit card issuer, or other company you deal with frequently, your statements or official correspondence from the business will provide the proper contact information.
Contact the actual business that supposedly sent the e-mail to verify if the e-mail is genuine.

To receive the latest information about cyber scams, please go to the FBI Web site and sign up for e-mail alerts by clicking on one of the red envelopes. If you have received a scam e-mail, please notify the IC3 by filing a complaint at www.IC3.gov. For more information on e-scams, please visit the FBI's New E-Scams and Warnings webpage at http://www.fbi.gov/cyberinvest/escams.htm.

Smiles

noreply@blogger.com (Jenny Prevatte) — Tue, 11 Aug 2009 16:30:52 PDT

Confirmation: Smiles are wonderful things to have!

Today was hot and aggravating. In and out of the weather and offices and cars on 95+ degree days causes me to drag a little.

So - I happened to notice a couple of friends today that always have a smile and always seem to be in a good mood. We were all at a chamber luncheon and it was just what I needed to sluff off the heat and perk up a little.

There were several people I noticed today - people I always see smiling and enjoying their own 'space'. But for some reason they seemed to shine just a little brighter today.

While watching them, I also noticed everyone they interacted with smiled a little bigger. These people were infecting the entire room and it was wonderful! We all "know" that's the way smiles work! It was nice to see it in action again...!

To those friends I say "Thanks" - your smiles made my day!!

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First impressions make or break long time opinions

noreply@blogger.com (Jenny Prevatte) — Wed, 10 Jun 2009 15:16:30 PDT

I recently spent 3 days at an annual conference in the mountains at a very hoity-toity resort. I've heard for YEARS what a wonderful place this is and how nice it is and all that 'stuff'. And, I had my psychology all 'set' to deal with a hoity environment I'm not naturally comfortable in.

The place was nice and the scenery was beautiful - and everything. However...my lasting impression of the entire resort was tainted by the VERY FIRST person I had to deal with.

Apparently, I arrived during a rush. Attendants have a setup where you drive up to the front door - into one of 3 or 4 lines of cars. You go check in while a bellman gets your bags onto a trolley for you. When you come out - they tell you which side of the building to park on - depending on your room assignment. And in high rushes - they ask you to leave your keys so they can cycle the cars through. Sounds like a workable system.

Here is where it got interesting. I pulled into one of the lines of cars. Before I could get my seat belt off there was a lady pulling on my door handle and knocking on the window. When I got out of the car - with my keys in hand - she started reaching for my car keys telling me I HAD to leave them in the car so they could move my car.

Those of you who know me should expect my response.

I reacted to her impatience, demands and personal intrusion (the reaching) with a definite "NO". And my attitude rose to meet hers.

She actually stopped and stared at me...completely lost as to what to say next. I spoke first and asked her where I could park and be out of their way while I checked in. She continued by insisting I give her my keys...

I only took TWO more "NOs" from me for her to realize I wasn't going to give her my keys. She finally seemed to gather herself and pointed to small side lot for valet and handicap parking I could park while I checked in. From that point on I was out of the way and no one was inconvenienced.

All the years of comments about how wonderful this place is were gone. That one person tainted my perception of the entire resort.

Think how differently that could have gone if she has just slowed down and allowed me to understand the system instead of making quick demands before I could even get my barings.

In fairness, every other staff member I dealt with was wonderful. And our conference went well.

Though, I'll not voluntarily go back to this particular place.

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You'll have to call back...

noreply@blogger.com (Jenny Prevatte) — Wed, 06 May 2009 14:45:52 PDT

One of my pet business peeves is to call a company as a client/customer/member and be told that I'll have to call back. If I'm paying for the good/service/membership I should not have to call back. I should be important enough to that company to have someone call me back.

I was talking with a friend this afternoon about this.

She works for a small company with only two employees. Very often she is out of the office 'selling' her services and servicing her clients. Her administrative assistant, who is usually quite busy, has occasional lapses where she tells the caller she can't help them and they will have to call back and talk to 'my friend'.

My automatic knee jerk response was: that needs to be fixed right now. Because if I am calling to purchase your goods or services I may not appreciate being told [you] can't help me and I'll have to spend more of my time trying to catch the owner in the office. NOT!

So - here is how you do this.

If someone calls and the receptionist or administrative person (or any other employee who happens to answer the phone) can't help them - the script should be something close to the following...

"I'm sorry, the person (and give the name of the person) who can best help you is out of the office (or is unavailable). May I forward you to her/his voicemail to leave a message?"

Or "... May I take your name and phone number to have ___ (give name) return your call?"

The person calling does NOT want to hear: "I don't know" or "that's not what I do" or "that person isn't here you'll have to call back".

They want to hear that you are taking their call seriously and are going to make sure their need or question is handled or at least passed to the appropriate person. Then they want to move on to their next project while they wait on that person to call them back.

The KEY here - is to actually call them back. My friend is very good to call those people back within a business day.

After talking to my friend - I started thinking of all the times recently I've been told the same thing and just went along with it. We are becoming WAY too acclaimated to poor customer service and bad business phone manners. Hhmmm

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This Florist has it on the ball!!

noreply@blogger.com (Jenny Prevatte) — Wed, 29 Apr 2009 07:19:04 PDT

This is a good one - Customer service KUDOS to Aberdeen Florist.

I'm from the Aberdeen area. And this florist has been around for years!! Since I left home (college and then my own job/home in Charlotte), I have used this same florist to handle my Mother's Day flowers. They are in the same town, I've known them for years and trust them to handle my 'order' correctly.

And since it's getting close - ordering Mother's Day flowers is on my to do list.

They beat me to it!! This was great!

A very nice lady called me - introduced herself as ___ from Aberdeen Florist. I was a little thrown. Then she told me she could see in her database I had ordered flowers for my mother the past few years and she was calling to remind me that Mother's Day was coming up soon and just wanted to make sure I didn't wait too long and have to pay a rush charge.

Sneaky!

My immediate response was: "Well, let's get this done right now".

To myself I was thinking: I have to order them anyway - and since I've already broken my current project to answer the phone - let's get it done.

Naturally, she was ready for that response. She told me what I had ordered last year and what the price range was for the same thing this year, or she could give me some options if I wanted to change, and even started suggesting delivery dates to fit delivery to my mother's office instead of home. She even had my credit card number on file (only showing the last 4 digits on her screens - very good), so I didn't have to find a card.

It was great - in a few short minutes the whole thing was handled - ahead of time and very easily.

Imagine - a florist who keeps up with their customers, takes the time call and remind them of pending 'flower' events and is prepared to handle the transaction right there and then WITHOUT ever asking - point blank - me to purchase anything. She was only "calling to remind me" of the coming holiday.

So - what can YOUR company learn from this one???

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Make it easy for me to pay you

noreply@blogger.com (Jenny Prevatte) — Wed, 29 Apr 2009 07:04:37 PDT

OK - this time my issue is a service company making it hard for me to pay for their service - in advance!

I have a favorite heat/air service company that I have been with for several years. And my units are starting to age; so I'm keeping my service contracts up to date.

Used to, they would send me an invoice a month early with my annual payment amount and several options I could chose from on other perks. I loved this system - I didn't have to think about it or worry about if I was under a maintenance agreement when I called for a cleaning or service.

Last year, they changed their system and didn't send out invoices. They sent out flyers introducing new maintenance plans and easier payment options. Either the flyer wasn't clear or I didn't read it thoroughly, but I didn't 'understand' that my current agreement would run out and I was responsible for contacting them to renew with this new plan. So, I forgot about it and let the maintenance run out.

Issue #1: They are no longer going to take care of ME - the CUSTOMER - but are going to make me contact them. You would think, they would worry more about me contacting ANOTHER service company...hhhmmm

Naturally, I had an AC problem early in the summer. When I called for my maintenance agreement service I was told my agreement had run out.

To their credit, they told me since they had made the changes, and I had "probably" fallen through the cracks on follow up for the renewal they would allow me to continue the agreement if I could pay for it when the tech came out. OK with me.

I did the annual agreement and gave the tech a check for the year. Not a problem, just aggravating.

This year, I made a note on my calendar to call them the month before and make sure I would get the renewal notice. Remember, my units have some age on them.

Issue #2: Now I am having to keep up with something THEY used to DO FOR me. Again - you would think they would worry about me calling ANOTHER service company if I have to make that first call anyway.

I was told, they still weren't doing the renewal notices. They sent me another flyer with yet another new maintenance agreement program and another set of payment options. OK, this is getting confusing. The very nice lady I spoke to sent me the agreement to fill out and send back to continue my maintenance under the new plan. I was polite and 'cheerful' - but did express my aggravation.

When I got the paperwork, I was even more confused. The options were/are: monthly drafts from a checking account or credit card, or two semi-annual drafts. There was NO option to write a check for the whole amount. I called back. I don't want them drafting anything. I want to write ONE check for the WHOLE year.

Again I called and spoke with another very nice lady. And again, I was polite and 'cheerful' - but expressed my GROWING aggravation.

I was told they would not accept a check for the whole year. WHAT??? I was told the "man in charge" decided and "we can't change it"... WHAT???

Then I was told they would accept a check for 6 months and I would have to write another one for the next 6 months.

Issue #3: Now they are making it HARD for ME to GIVE them MONEY!! Can you imagine a service company making it HARD for a customer - and a long-time, good customer - to give them money!! Amazing.

So - I told this very nice lady I would write the one 6 month check - mainly because I wanted to schedule the cleaning service on my AC. But, that if they continue to make it difficult on me - the CUSTOMER - I will be switching service companies. The very nice lady sounding empathetic and told me she - at least - appreciated my loyalty and business.

Nice touch - but it doesn't mean much if she isn't the one making all these payment decisions.

I don't make changes like this easily or lightly - I am usually a very accommodating customer - but this it getting ridiculous! And for the record I already have that OTHER service company on my radar!

.

One of those simple things are sometimes the most fun!

noreply@blogger.com (Jenny Prevatte) — Fri, 10 Apr 2009 14:07:36 PDT

I had a little fun yesterday and I want to share it with you. It didn't cost me anything and may not get me anything in return - but it was fun.

I'm involved with a couple Chambers of Commerce. As an ambassador, I catch myself 'playing the role' quite a bit.

There is a small cafe my husband and I enjoy. We eat there enough so the owner knows our faces and always comes over to speak. We haven't reached the point for him to remember our names. But the visual recognition is kinda neat.

He recently joined one of the chambers I'm active in. I missed his ribbon cutting, but have noticed he still has the ribbon taped to the hostess podium. You wouldn't have any idea what that ribbon was unless you 'knew' - but it's still there three months later. And naturally, I pick at him about it and he just grins from ear to ear!

For this chamber, their newsletter is emailed to the members. A few printed copies are available in the chamber office for people to pick up. The March-April issue arrived yesterday while I was in the Chamber office. Looking through them, I noticed the ribbon cutting photo for this cafe.

So - I decided to have a little fun. I took a couple of the printed newsetters with me and stopped by the cafe on the way home.

The owner was talking to some of his regular customers in the lobby area, so I waited on him to notice me. The hostess was smirking a little - knowing something fun was coming...haha

He looked up and I interupted, and made a big deal of a new cafe in the area that was in the chamber newsletter and asked him if he knew who it was. It only took a couple seconds for the smile to come back - it was his picture!

At that point, I backed off and watched him show the photo to everyone around - pointing to the ribbon on the podium the whole time. It was fun to watch! I slipped out the door with a wave to the hostess and went home. I was still laughing when I got there.

You know, he may never remember my name or know anything about me. But he will remember, someone brought him a copy of the chamber newsletter with his ribbon cutting photo in it. And I'll probably laugh every time we go in there to eat from now on...

It was fun and we both enjoyed it!

It's FUDGE Season!!

noreply@blogger.com (Jenny Prevatte) — Wed, 15 Oct 2008 17:28:35 PDT

I LOVE Fall! Not only is the oppressive heat of summer relenting, but the cool crisp morning air reminds me it is time to make fudge. Yeah!!

For two months I make fudge. It started several years ago with my personal desire to find a fudge receipe I liked to eat. Now it's a project with a life of its own...haha I make dozens of batches each year! And the coolest part - I don't actually eat much of it. My thing is eating the warm fudge out of the pot...and when I make fudge several times a week - I get to eat my warm spoonful and I'm good for a couple days.

My grandmother used to make fudge from powdered Cocoa. I remember watching drops of hot fudge hit the water in a glass and sink to the bottom. Somehow she could tell by the way the hot fudge reacted with the cold water if it was done. I never could tell. And tried quite unsuccessfully, several times, to duplicate her powdered cocoa fudge.

Another memory is of one of my best friends in school's mother. She made marshmellow creme fudge. And it didn't seem as long or complicated a process as grandma's fudge. That was good fudge - though not real fudgy tasting. I think the marshmellow to chocolate ratio was off a little.

Then came the times I started playing with the receipes that I liked. Now I finally have a fudge receipe that will work with most flavors of chocolate, and of course peanut butter. It's creamy and soft - but holds a good shape if kept semi cool. Good stuff!!

My fudge ritual now includes family and friends, as well as favorite clients. I even have some friends/business associates who have used my fudge as gifts to their own clients.

My friends tease me a little near the end of summer. I send out a 'notice' about fudge season...haha Most of the ones who get fudge every year have learned to get their 'orders' in early so I'll put them on my calendar. I try to make the fudge no more than a week before it is delivered so it will be as fresh as possible and give them more time to use/eat, deliver or freeze.

And I've tried a couple new flavors because of friends requests. Personally I don't like peanut butter fudge - it's just too strong for my tastes. But several friends requested it, I tried it one year to let them see if the flavor would work, and now I have people with standing yearly 'orders' for peanut butter fudge.

We've also come up with several creative ways to package the goodies:

Leave it in cake form for them to cut later - just wrap it in color plastic wrap and add some ribbons - looks good and goes straight into the frig for keeping. I have a couple friends who like to cut their own. They 'say' its so they won't nibble on it until it is cut for a party or gathering. That might work...

Cut it up before - and put several pieces in a decorative baggie with a ribbon and card. One client orders fudge from me to put as party favors for their office/client Christmas dinner/party. She wraps pieces up in a baggie with a business card and ribbon for clients and guests to take with them as they leave. "Party Favor Fudge" This is a good way to use a little fudge for a lot of little gifts...

This year one client has asked me to cut it in shapes - like you would cookies - trees, Santa, bells. It'll be fun trying. I can't decide if I should poor the fudge into the shapes and let it cool that way or just cut the shapes afterwards. Remember, fudge is usually thicker than cookies. No promises - this will be interesting. I'll have to let you know on this one.

I'd love to hear other ideas.

.

Customer Service AFTER the sale

noreply@blogger.com (Jenny Prevatte) — Sun, 21 Sep 2008 14:28:47 PDT

This is one story I love to tell...It fascinates me! This past Spring I had all the windows in my home replaced. I contacted a company from a personal referral. I love personal referrals for service companies.

One of the owners is the quoting manager. He came out, answered my questions, told me the procedure and what to expect, then gave me a quote. I had done my homework before hand and pretty much decided on him before he arrived. The only pieces I needed were to gauge him personally and get the amount. He was easy to deal with and the price turned out to be about what I expected and I wrote the 40% check.

It took a couple weeks for my windows to come in. His administrative assistant called me twice during that time to check in. Very nice touch.

When the windows arrived she called back to schedule the install. We set a day and she told me what to expect: vehicle, number of guys, names, etc. (VERY nice touch). I mentioned to her, I'd like to get the company to do some other little touch up things to my siding edging and roof. They have a department for those requests and she told me the owner would come out on my install day to check on his guys and to show him what I wanted done. Sounded great!

The two guys that came to install: I couldn't have been more pleased with them. They were polite and respectful of me and my home. They told me in the beginning what they'd be doing and when they'd need to be inside. They also worked around my need to keep my cats in safe rooms while they were working. If you've never had windows replaced, they take the old ones out and leave holes in the walls until the new ones are put in...in my case, one guy was taking the old ones out and the other was a couple windows behind him putting the new ones in. So there were some challenges moving the cats around so they wouldn't be in a room with no windows or in a room with a strange person making strange noises.

Anyway - the whole install went beautifully. I was extremely pleased with them and the new windows. But the owner never did come by.

A couple of days later I called the assistant back and asked about getting a quote to do all those other little things. I also told her I wanted to talk to the owner about the guys who installed the windows. She said she'd have him call me. No one ever called or came by.

The next week I called in and left a voice mail. The owner finally called and came out the next day. We looked at what I wanted done and he told me what it would cost and promised to have someone call me to schedule a day to get it done. He asked me about the installers. I told him I wanted to tell him how pleased I was with them. That they did a great job and I appreciated their attitude and work. The owner seemed shocked. He apparently isn't prepared for compliments.

Now - to finish the story. It's been almost 6 months. My windows are still great, but no one ever called back or showed up to do all those other little things I wanted done. About half way through the summer, I hired someone else.

To this day - even though I'm pleased with the windows and the actual installers (and the reasonable price) - I will not refer that company to any one. Point blank. The owner, who was a personal referral ruined my perception with terrible post install customer service and a complete lack of follow up.

However, this reinforced my own follow up practices.

Mowing for Mental Therapy

noreply@blogger.com (Jenny Prevatte) — Mon, 15 Sep 2008 16:32:08 PDT

I mowed my yard today! And it felt great! No, I'm not sick or expecting company, or anything like that.

It was cloudy and the wind was blowing pretty steady - it's not as much fun with high heat and bright sun baring down. The neighbors weren't home - including all the kids that live in my neighborhood. And my better half was at work. So, I took a long lunch and mowed the yard.

I mowed it to suit me. I got some good exercise walking/pushing/pulling the lawn mower - yes, I push mow. I have a neighbor who ride mows his yard - he spends more time turning around than actually cutting grass. Our yards aren't all that big...haha

I also had time to just not think about anything. I worked quite a bit over the weekend and just enjoyed some time out just focusing on grass and weeds and tree limbs. And I got some exercise at the same time!

Now I feel better and the yard looks great.

Just for the record - I do have weeds - and am very proud of them. In a neighborhood with homes and yards as close as ours are, it's almost impossible to have perfect grass. So I decided years ago, as long as the weeds are green and I can mow them right along with my grass, they look fine to me...hahaha Especially in the spring when they all have pretty flowers.

Image

noreply@blogger.com (Jenny Prevatte) — Sat, 13 Sep 2008 18:24:49 PDT

My husband and I tend to frequent certain restaurants. We have one I'd like to mark off the list...all because of the image the owner and her hostesses present.

This place is by no means a fancy place...I wouldn't voluntarily eat there if it was...haha But I do prefer the employees/staff look the part.

The wait staff is dressed in uniforms usually consisting of black pants, white shirts and aprons, with their hair pulled back off their faces - perfect. They are easy to spot and have their mid-driffs covered. There are a few piercings among them - but nothing outrageous.

The hostesses are dressed like teenage girls - actually they are teenage girls - who came directly from a Saturday night out with friends. One in particular always seems to be showing more skin than she covers. They are young - so I understand their psychology of how they should be allowed to dress. But I have an issue seeing someone's bellybutton or thong while I'm trying to eat.

The owner, I think, is the problem. She usually looks like she's been slounging around the house all day and literally got off the couch and came to work. Tonight she was in a pair of tight Capri's, a dirty t-shirt and flip flops. That would be fine if she was working in the back - but she was up front helping seat customers.

I don't get it. I don't understand why the owner of a business that depends on the public's discretion and disposable income to stay in business wouldn't at least pretend and put on a professional front for her clients. At the very least, have the hostesses dress like they have some modesty.

Understand - I really don't care what people wear in the comfort of their own time and space. But, I am becoming annoyed with their lack of respect for my time, space AND MONEY if I CHOOSE to spend any of it in their businesses.

Oh well - I feel better after venting. But, I may have to look for a replacement restaurant for this one.

The ramblings of the mind...

noreply@blogger.com (Jenny Prevatte) — Tue, 09 Sep 2008 18:17:14 PDT

Hello all!

Welcome to the ramblings of my mind. Scary!

For the most part I'm quite opinionated and have learned to share my opinions. I may 'go off' on good - or bad - customer service; or just ramble about a product, TV show or toy I happen to be occupied with at the moment.

I invite you to comment and add your own ramblings!

Best,
Jenny