As a “new” engaged consumer, I have 2 secret weapons for getting my bad experiences resolved. First, I share my situation using social networking sites such as Twitter and Facebook. Secondly, I’m nice about it.
I’ve been a DirecTV customer since 2006. A month ago, we called to have one of our receivers looked at because it was freezing during shows. A tech came out and capped some lines and it worked better for 2 days. So far, so good.
Two days later, we called DirecTV’s customer service department back because the receiver was pausing for minutes at a time and the remote wouldn’t work to exit the current recorded program. A customer service rep told my husband they’d call us back on Friday to schedule a service call. No call. Come Friday, the receiver won’t turn on.
Two days later, the customer service department says they’ll call us back within the hour. No call. Four hours later, I made a short post on DirecTV’s Facebook fan page. The only negative word I used was FAIL.
Rockstar Service Begins
Within minutes, I get a comment from “Julie Directv” asking me to send her a message. I was impressed with her concern and timely response and sent her a nice message outlining what happened:
Thanks for your response. A tech was out a week ago to service our HD DVR because it was breaking up while recording shows. He capped some lines and it worked better for 2 days. We called customer service on Thursday and they were supposed to call us back on Friday to schedule a service call because it seemed to get worse – pausing for minutes at a time and the remote wouldn’t work to exit the current recorded program we were watching. They never called. As of Friday, the receiver won’t turn on. We called again today to schedule a service call and they said they’d call back within 20 min. That was about 3 hours ago. Any help would be greatly appreciated.
Julie immediately said she was sorry for our experience and asked for my account information.
In the mean time, my friend Ben Hall, (who happens to be my best friend’s distant cousin) commented on my post saying he could help me. Ben works as an installer for Rockstar Satellite, a local DirecTV dealer. Ben came over the next morning to trouble shoot the receiver and called DirecTV on my behalf (he knows the secret to not sitting on hold!) to order us a new receiver. Score!
Julie DirecTV and Ben got it right by doing one simple thing: they listened. I was able to thank Julie for her time the very next day and my issue was completely resolved.
Being a good customer also gets you rockstar service. We’ve always paid our bill early, and I was nice about the situation. I try not to blow things out of proportion because you never know what the other person’s situation is.
Now it is your turn. What tips do you have for dealing with a crisis as a consumer? What were some of your favorite lessons? Let’s connect via email at Melissa (at) melissaburkheimer.com, or let’s chat on Google+, post a comment on my Facebook wall, Tweet me on Twitter or better yet…leave a comment.
I look forward to hearing your story.