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Archive for May, 2014

I try to offer a positive response when I receive good service. It’s funny how sometimes even a complement can be misconstrued.

A couple of years ago, my daughter’s laptop developed an issue and had to be sent away for a warranty repair. The computer company (starts with H, ends with P) was very accommodating. There was no argument about the issue. They sent us a prepaid box to pack the laptop in and gave us instructions on mailing through UPS. I took the box to our nearest UPS depot around noon on a Monday. The repair shop was in North Bay, Ontario (pretty well across the country) and I expected to see the computer back in a week or so.

Much to our surprise, the repaired computer arrived back at the house on Wednesday morning – it hadn’t been gone more than 48 hours! I was impressed with the level of service so I went on to the company website to look for a feedback form. I found something that said, “Talk to the President”, so I filled out the form and thanked them for the great service.

A couple of days later I got a phone call from HP Customer Service. They were following up on my feedback – the first thing the person on the phone asked; “was your concern dealt with appropriately?” I told the person that I didn’t have a problem – I just wanted to tell them that I really appreciated the prompt service and they should be congratulated. There was a silence and then the person said, “Oh sorry, we don’t get many complements – we just wanted to be sure there wasn’t a problem”. Hmmm.

Last month, we went out to a family restaurant for breakfast since we had managed to get some of the far flung members of the family together. The food was good and when the server came by to remove the plates, she asked how everything was.  I replied that I thought the meal was great and the omelette was particularly good. She looked at me and in a surprised voice said “Really!?!”

This was not exactly the response I had anticipated and I said that she sounded surprised. She replied that she had never had an omelette and then went about packing up the rest of our dishes. After she left, that was worthy of a face palm. She should probably never consider a career in marketing.

Maybe this world would be a little better off if people showed appreciation for the extraordinary instead of expecting that as the norm.

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