In November 2005, I saw Dave Lakhani speak for the first time at Armand Morin's Big Seminar. Dave's presentation on how to use press releases to get noticed by the media and as tool to generate traffic really caught my attention.
I had the privilege of spending some time with Dave this past weekened in Raleigh, NC, and found out a few things. Not only is he a brilliant PR strategist, but he is a genuinely nice guy who cares deeply for people.
As we enjoyed a meal together at Bahama Breeze, we discussed how some businesses just can't grasp the concept of providing quality customer service. This led Dave to share about his nightmarish experiences at Best Buy.
Dave's blog entry, aptly titled Best Buy's Customer Deconstruction Process Or Why Best Buy's Customer Service Is So Bad That There Is A Whole Website Devoted To It is his attempt to bring sanity to a situation that has long been without remedy.
To hear Dave tell the story in the first person was priceless. But since he is such a great storyteller, I think you will enjoy his blog entry a great deal.
It amazes me that the CEO of Best Buy has not picked up the phone and contacted Dave to discuss the issues at hand. If it were me, I would ask Dave's advice .
Dave followed up with another blog entry as well. It is called Best Buy Continues To Demonstrate Their Utter Contempt and Hate Of Customers
If you have had a bad experience at Best Buy, I think you will find yourself in good company.
Bestbuy AND Crapusa have terrible customer service. I was accused of stealing a defective graphics card from Crapusa when I was building my system a few years ago and they called the police on me. Luckily I had a receipt and the cops actually helped me out.
These big companies are really starting to get out of hand in how they're handling the people that keep their lights on.
Wow!
Reminds me of a radio ad I had a 15 years ago for my computer store.
The scenario:
The phone rings.
You hear a recorded voice saying "Press 1 for Refrigerators, 2 for computers," and so forth.
Next, a salesperson answers the phone.
"Refrigerator department, may I help you?"
"Yes, I'd like help with the warranty on my computer," says the customer.
"Ok,let me transfer you," says the sales agent.
"Stereos, may I help you?" says the next sales agent.
"No, I want help with my computer!!!".
"Ok, let me transfer you" says the sales agent.
"Cameras, may I help you?"
"UGHHHHHH I just want help with my computer" says the customer. What do I have to do to get help from someone who knows computers? Buy it from someone who only sells computers?".
Then you hear the voice for the computer store saying "The bottom line is this: Your best buy is not always your best option."
Ohhhhh. Fun stuff.
John