For years, I have been complaining that Customer service is on the decline. As a customer of several utility companies, I am often faced with poor customer service. However, as a visitor to PEI, you can expect good service. The Island knows that a good deal of its revenue comes from Tourism; therefore we try to treat our guests well.
Beside the Trail B&B
At Beside the Trail Bed and Breakfast, for example, the customer comes first. The website has been designed with mobile users in mind. The price you see for the room is the price you will pay when you get here. We also help you make the most of your PEI vacation by suggesting our favourite places to visit, to eat, and for entertainment.
Government of PEI
The PEI Government is further committed to improving customer service as part of it 2014 150th anniversary of the Charlottetown Conference.
Recently I had a customer service experience that went from one extreme to the other. I went to Sears to purchase a riding lawnmower. I asked the floor agent if I could get a mulching kit for “this model”. His answer was simple: “what you see is what you get.” Not good enough for me. (strike one) I asked to speak to another associate. This one took me to the computer and looked up the model. Then he got on the phone with parts. I kept on browsing and confirmed what I already knew: their internal website had the same Q&A on the product and it said a mulching kit was available.
I go over to the phone where the representative was finishing up. He gave me a catalogue number and told me I had to place the order myself. Can you not order it with the mower? “It is against store policy.” (strike two)
So I order the mower and go home to order the part. after placing the order the agent said what shipping option would you like? Hold on he says there is no parts warehouse on PEI so you have to pay for delivery to your door. Can you not ship it to the store? It is against store policy.” (strike three)
Because I am already committed to the other purchase, I must assume we are in a 4-strike ball game and I wait . . . a week later the part comes in. I file that away and wait for the mower to arrive. When the mower arrives I hurry to install the mulching kit as my grass is now quite long. It does not fit! (strike 4)
Furious, I call parts and ask about the part number for the mulching kit for my mower: “there is no mulching kit for this mower” Now I am beyond furious. I bought this mower on the expectation of getting a mulching kit with it. Now I have 2 useless pieces of equipment. I call the Sears store and ask to speak to a manager. Mason (extension 401) answers the phone and listens to my story. He said “sounds like the guys in parts don’t have the right information. Leave it with me and I’ll get back to you shortly.” In a few minutes he phones with good news and bad news. He found the right mulching kit int he US somewhere but it will take 2-weeks to get here. He is having it delivered to his office to save me the delivery hassles and helped me to return the other part.
All the bad customer service I experiences with 5-6 other agents was suddenly erased within an hour by one dedicated employee who believes in Service Quality.
If Calvin McDonald wonders why Sears is struggling and losing customers, he should read my story. If he is wondering how to improve customer service. he should talk to Mason here in little Prince Edward Island.