OK … so I'm an idiot ….

…. but it’s not your job to remind me of that.

Got any good ‘customer service’ stories this Christmas?

I had an interesting experience on Saturday morning while shopping in Myer at the Galleria, although I suppose I should go back a little way to begin the story.

I can’t remember exactly when it was but possibly as long ago as a couple of weeks back I spotted something I thought would be perfect for Pauline for Christmas.  Unfortunately I didn’t have the money at the time. Last week I wandered past the same area and spotted it again. This time there was a sign telling me that the items on that table were discounted. Brilliant.

Unfortunately at that time I still didn’t have the money. (The household budget’s taken a bit of a battering lately.) I figured I’d grab one later. I walked past almost every day last week and two of the items were there. Even lunchtime Friday they were there.

Saturday morning … pay in the bank … off to Myer I went. Yep, they were both gone.

The lady behind the counter really wanted to help me but couldn’t. She asked another lady from the same department who was extremely dismissive. She might have used a nice voice and put things politely but she pretty much told me that it was only a couple of days before Christmas and that I was a bit of an idiot to think that I could get what I wanted. Behind her veneer of politeness it was obvious that she would rather I just disappear and stop bothering her.

Back to the first shop assistant. She apologised that she was out of stock. She offered to ring other stores and then call me back. She apologised that due to the Christmas rush she wouldn’t be able to do it immediately. She apologised that even if she did find one she wouldn’t be able to get it delivered to her store and that I would have to go to the other store (which I fully expected). All those apologies for something that was my own fault.

When she called me later she gave me the news that I knew was coming anyway. None of the other stores had what I wanted. She told me which stores had run out and which didn’t have the stock in the first place. She apologised again for something that was my own fault. I’m the one that should have grabbed it earlier.

She finished the call wishing me a happy Christmas. I thanked her profusely for all her efforts. I knew that it was unlikely that I’d find what I wanted but being treated with respect by someone who was willing to do everything possible to get a result helped me to get over the dissapointment.

Rita, thank you for your excellent customer service. Thanks to you I will certainly shop at Myer again. Oh, by the way, you might like to let your fellow worker know that it’s stupid customers like me who pay her wage.

(And no, I won’t tell you what it is I wanted to buy Pauline. I don’t want to spoil the surprise if I manage to find it for another occasion.)

Maybe the dismissive shop assistant should have read Seth Godin’s post, What’s the point of this interaction? Maybe then she would have realised what a bad job of marketing she was doing for her bosses.



Do you think some of your friends would enjoy reading OK … so I'm an idiot ….? Please use the buttons below to share the post. Thanks.

Buyer Beware

Guys, that new mop/floor cleaning thingy they’re selling in the middle of the mall of the Galleria Shopping Centre may well be as wonderful and as revolutionary as they say it is ….. but buy one as a Christmas gift for the lady in your life and don’t expect to live to see Boxing Day.



Do you think some of your friends would enjoy reading Buyer Beware? Please use the buttons below to share the post. Thanks.

Christmas Eve with Andy James Court

andyjamescourt.jpgIt’s not always easy to go straight from the rush of Christmas preparations into enjoying a reflective and joyous Christmas Day.

If you’re looking for a way to make the transition a little easier you can join me at a free Christmas Eve concert with Andy James Court from 6:30 p.m. to 9:00 p.m. at Altone Park Leisure Centre, 332 Benara Road, Beechboro.

Perth-based Gospel Singer/Songwriter Andy James Court has released 3 innovative CD’s, Only You, Two’s Company, and his most recent, Remember, which have won several prestigious national and International awards including, the 1998 ASA Australian Gospel Songwriter of the year, 2004 Gospel Winner of the UK Songwriting Contest, a 2004 winner in the Gospel category of Unisong International, a 2005 Finalist receiving Honourable Mention in the International Songwriting Competition, and 2004 & 2005 Musicoz Runner up.

Andy’s greatest strength lies in his ability to connect with audiences on an open and intimate level. His approachable and humorous character helps build a bond between him and those who attend his concerts.

Andy is no stranger to public performances, and has taken his music to churches, schools, prisons, stadiums and festivals. His concerts and performances have been warmly embraced, and have touched the lives of thousands.

I’ve seen Andy in concert a number of times in the past and I can highly recommend his performances. He performed a Christmas Eve concert last year and one of the guys who dropped in for the evening got in touch with me a number of times afterwards to rave about the concert and thank me for my part in organising the event.

Andy will be performing his own material as well as some Christmas favourites. His style is infectious and his shows feature visually stunning muti-screen muti-media effects. It was wonderful last year to see him connect with the youngest children through to the oldest members of the audience.

I’d love to catch up with you to wish you a happy Christmas in person so I hope you can grab a few friends and join us for a great evening.



Do you think some of your friends would enjoy reading Christmas Eve with Andy James Court? Please use the buttons below to share the post. Thanks.

Carols in the Valley

carols_small.jpgI love Christmas in Australia. It’s so good to be able to wander around in shorts and T-shirts and to enjoy the great outdoors on warm summer evenings.

On Sunday night we’ll be at Sandalford Wines for Carols in the Valley, presented by Swan City Church.

The event organisers do a fantastic job each year. Between seven and eight thousand people have enjoyed themselves on the grassy slopes of the winery for the annual Christmas event over the past couple of years. The venue is just perfect for an outdoor event.

The evening will feature Zoe Kikiros from WA Opera, vocalist Dave Smith, Heaven’s Strings Quartet, Outrage Childrens Entertainment and a fifty voice choir as well as a magnificent fireworks finale. There’s always something wonderful about fireworks close up.

A team of us from 98.5 Sonshine FM will be there to say hello to the assembled masses. I always enjoy being able to meet listeners and to promote the radio station to others who are not yet listeners.



Do you think some of your friends would enjoy reading Carols in the Valley? Please use the buttons below to share the post. Thanks.

Male Female Differences

We’re less than a week away from Christmas.

Any woman who has not completed her Christmas shopping is now entering severe panic mode.

Meanwhile, the male of the species is thinking that he should probably start Christmas shopping sometime within the next few days.

What are you like at Christmas shopping? Is it a stressful exercise for you? Have you finished yet? Have you even started?



Do you think some of your friends would enjoy reading Male Female Differences? Please use the buttons below to share the post. Thanks.