Bravo, Micro Center corporate. You’ve earned my respect for owning up to the disaster in Rockville.
I received this comment earlier today:
Dear Jacque Jo,
I’d like to apologize on behalf of everyone at Micro Center – no customer should ever experience this. Thank you for bringing this to our attention via your blog. Our CEO is now aware of your experience.
Ed Lukens
Marketing Communications Manager
Micro Center
Ed, seriously, thank you for taking the time to write. You didn’t have to take it upon yourself to respond to a DC-area blogger’s rant about Micro Center, but you did, and I sincerely appreciate it. Trust me, this experience didn’t soil me on Micro Center. Like I said, I absolutely love that store, and I know we’ll be back. We just hope it goes better the next time around.
I’m not one of those “wrong me once and I’ll never step foot inside your door again” types. Well, OK, maybe the Houlihan’s in Reston gets that distinction. But I find it easy to put myself in the shoes of retail associates. It’s an unenviable job. Everybody has a bad day. Everybody’s also been on the receiving end of bad service.
But score one for you guys! Thanks for responding to your customers. We really do love you, even if we get pissy.
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I’m curious as to how they found the post and so quickly at that? That is pretty bad ass though.
Dear Jacque Jo,
Thank you for your kind words and feedback on Micro Center.
Ed Lukens
Marketing Communications Manager
Micro Center
This makes me want to shop at Micro Center and I don’t even know what they sell besides computers! And the fact that I’ve never seen one here in South Florida could pose another problem. But outside of that, Micro Center is cool!
I shook my fist at a software vendor once on twitter and had an awesome response. By the end of the day I had someone from the software development team exchanging e-mails with me. They got a couple tweets about their response and I got my problem addressed. Great value for everyone. Bottom line is better communications solve problems.
[...] a day simply apologized to her via the comments on her blog. And then Jacque Jo responded with a terrific followup post. And there was Ed again thanking her for her kind [...]
Justin: They couldn’t have handled this any better. I was so happy. They earned my “life-long customer” status with this. And I’ve talked to the manager, too. He’s a great guy. You’re right. Better communication solves problems.
It’s always awesome when a company can take that extra step to make you feel like a valued customer – especially after they’ve messed up! Fixing something after screwing it up has always made me a lot more of a loyal customer. On the other hand, if you screw up and try to blame me… well… I probably wont be your customer for very much longer.
Sherrie: I was so pleased to see their response. They really, really did well by me with their response. Other companies should take a page out of their playbook. Thanks for stopping by and weighing in!