Customer Service and a new tv…

Ok, I have a bit of a story to share, so this maybe a long one folks. A few weeks ago we decided to switch our tv service up, & in the process of learning about this new system we were looking at, the discovery was made that our tv HDMI ports were not working😩. A new tv was on the horizon for us to purchase sooner than later.

Richard checked prices online and then we decided to “store shop” and make a purchase. This was not supposed to take weeks!!!! Well, it has….

Our first big box store shopping experience was shocking. Only 5 of the TVs were on in the electronics section of the store. We asked about a specific model, could they turn it on- the response was “no”and a way far out tale of why they couldn’t turn them on… A manager complaint soon followed after we left the store.

After the first store experience, we decided to wait until after we returned from the Chicago Hardware Show before we made the tv purchase… to be continued

Big box store number 2 the service was lackadaisical. We asked about a specific tv, he went to see if they had it and returned and said “no we don’t have it” and pretty much walked away. 😳

Big Box Store 3 we never saw a sales person… tv we thought we might like was not in stock, left this store our options were quickly running out! 😩

Our final redemption of good customer service came at the last store we visited. Thank you Noah!!! He walked right up after we had looked around for a few minutes, asked us what we were looking for, price range, brand preferences… you name it, he covered it all! He was so helpful. Y’all, this young man got it right!!! The great customer service didn’t end there. Our tv was not carried by us to our car… no way- these folks placed inside the vehicle and did it with a smile. Amazing experience!!!!!

Before we arrived at the last store, we were dismayed at quality of service at every store we had been to, really this should not be a hard task!!! 😳

So what is the point? I’m not really sure why people are flocking to the box stores to get service that is substandard. We often hear from our customers that, “I can never get anyone to help me at …., I know you guys can help me”. At Wilkes County Hardware our customers are valued, we wish to meet their needs or try to find alternative solutions if we cannot help them out with a specific product.

Carry out to car is a great way help our customers with larger items that maybe heavy or bulky. We never want our customers to feel the way we felt as we shopped for a that new tv.

Our goal at Wilkes County Hardware is to follow the pattern of great customer service that Noah beautifully modeled: listen, ask questions, offer solutions, wait time for decision making, & follow through on purchase (carry out- if needed or requested) all in a polite manner.

Thank you for shopping local!!!! We appreciate your support 😊😉.,

One thought on “Customer Service and a new tv…

  1. Amazing story of perseverance on your part. No wonder people feel like that company with the smile on the box is the only way to shop. You are so right in thinking that people will come back for the service you provide.

    Like

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