CUSTOMER APPRECIATION DAY

November 7, 2007 Blog

I think it is a good idea for businesses to have an occasional Customer Appreciation Day. On most days, they are obviously not appreciated. Only those with "Telephone Privilege" are appreciated.

How often do you go to a store to buy something and need help? Probably quite often.

And how many times have you had to wait for a clerk because the phone kept ringing and he or she was too busy answering it to take care of you?

How often have you finally gotten the attention of a clerk when the phone rings and you have to wait until the caller is taken care of?

People who call the store get priority over those of us who are physically present. They have "Telephone Privilege."

These individuals are probably just comparing prices. If they want to buy something, they are too lazy to go to the store, so they call. And they usually want the store to deliver to their doorstep. People who have things delivered to their doorstep generally get a discount and don't have to pay until the end of the month.  "Telephone Privilege!"

It doesn't work like that when I am trying to get through to some public servant or calling customer support. I have to wait and wait and wait...  I am forced to listen to elevator music interspersed by assurances that my business is important and that someone will get to me as soon as a line is free. Or an electronic voice tells me to push one button after another until my finger is sore.

I walked out of an Advance Auto Parts Store today after waiting incredibly long for service while callers got immediate service. Today was definitely not Customer Appreciation Day.

My Resolve

From now on I am going to react differently when the clerk is talking on the phone while people are waiting for service. I am going to interrupt him and tell him what I want. If the clerk objects or tells me to wait, I will keep talking loudly until he gets desperate or angry. When he is finally listening, I will ask him why he sees nothing wrong with interrupting customers to answer a call, but thinks it is rude for customers to interrupt callers.

He may chase me out of the store but I have at least delivered my message. That is better than giving in to telephone terrorists and walking out without putting up a fight.

The AAP website says, "Outstanding customer service is out [sic] first priority. We’re here to solve problems, ask the right questions, and give sound advice. You'll find Advance Auto Parts Team Members eager to provide a helping hand."

That is obviously meant for those with Telephone Privilege.

Those with Telephone Privilege can have Advance Auto Parts all to themselves.