Customer Service Coincidental Story

Coincidence is a powerful thing; and an observant person can find threads, or themes (what many call coincidence) in many places. 

After posting the customer service satistics from the WSJ the following happened.   My son came home from school and upon emptying his backpack realized he forgot his math book in his desk.  Dutiful father that I am, and needing a brief respit, we piled into the mini-van (yes, I am not afraid to be seen driving the family mini-van) and took the quick ride back to school.

We got buzzed in (is there a school or place of worship in the U.S. that doesn't have some form of electronic security today?) and were greeted by office personnel.  My son explained that he left his math book and wanted to go get it and asked if they could unlock the door to let him in with his father as chaperone.  I added that he would not be in school the next two days and that he does have math homework.

"I'm sorry, but when the teacher leaves for the day and room is locked you can't get in," we were quickly told.

Hmmm, I thought.  Sounds like a case of an authority figure not used to being questioned and needing a few of the right questions asked by someone used to asking lots of the right questions.  After all, the teacher is not the only one with keys to the classrooms. 

So, I pulled out my most provocative and clever question and calmly, but firmly asked, "Why?"

"I'm sorry.  That's the principal's rule.  I'm sorry."

Ahah! 

"Let's ask the principal, then, please."  I replied.

My son and I could see the administrator physically freeze, stunned that the matter was not closed given the nature of the reason already given.  After a few silent seconds thinking about it she looked at us, "I...  I'll go ask."

A few moments later the prinicipal came walking down the hall, keys in hand with a warm greeting.  We were in and out of the classroom and school in under two minutes (after you remove the first few minutes of discussion) offering a very hearty thank you.

The reason for the follow up note here is that this entire episode mimics a customer call to customer service, where the representative on the phone is following a script and ignoring the customer's problems and concerns.  The admin gets points for saying, "I'm sorry" but that's it. 

My son and I had a problem.  All we got was the apology.  We asked the right questions and, because there was no value in ignoring a perfectly reasonable request, received satisfaction.  My son, who believed this was a huge problem, was extremely satisfied and very grateful to both me and the principal. 

Customer service kudos to the principal!

Before you say, "No" next time, add value to the discussion by really listening and making a helpful suggestion.  In this case, instead of saying, "No," the office admin could have suggested that she talk to the principal about our problem to see what could be done.

Be the Hero,
Mark