But how you say it that counts. It’s raining this morning. Kind of a gentle and soft rain. More than a drizzle but less than a shower, if you catch my drift. Now, in that short soliloquy you have a pretty descriptive report on the weather in my area. I could have stopped at the “It’s raining.” part, but the amount of falling rain would have been open to a very wide interpretation. So it’s not what you say but how you say it. Let me give you an example.

By the way, don’t tell me that you are surprised at this turn of events. You know how this goes. I find a point to make, ramble on for a bit and tell a story that is true about something that happened to me. The point gets made and everyone goes home happy or at least not as unhappy as when you started reading this. Now that we have that settled, on to the story.

Do you know how “golf” got its name? Because “AW CRAP!” was already taken by hunters! I love to play golf, but I am not very good  at it. But sometimes even a blind hog will find an acorn. For example, over in Clemmons, North Carolina we have the Tanglewood Golf Course. This course was used by the Senior PGA for a tournament for a great many years before being dropped from the tour.

On one of my outings, I played the tour course and shot an even par on the front nine and a one over par on the back nine. Those of you, dear readers that play golf will think this is a pretty good score. Go back and look at the title of this piece. As that Harvey guy used to say, “Here’s the rest of the story.”

The front nine score that I shot was actually par for the WHOLE COURSE! I shot a 72 on the front and a 73 on the back nine with a total of 145 strokes! Not so impressed now, are ya?

Life is the same way. I have been researching satellite tv for the past few days and it is VERY frustrating! Each company tells me that they are the absolute best in service, price and programming. How can all of them be the best? Actually, it’s pretty simple. One thing you have to remember is…

If you’re trying to find the BEST pile of dog poop, you’re still looking through POOP!

If you want to know how truthful the claims are that are made by these and ANY other company, just check out how easy it is to get in touch with either the owner or most senior management in that company. The satellite tv companies that I checked out had all of the senior people’s contact information hidden.

A couple of weeks ago, I was trying to make a pasta dinner for my best girl and so I opened a box of pasta. The pasta had been purchased just a few days earlier and it was slap full of meal worms. I contacted the company and was told that meal worms are an industry wide problem and I should contact the store that I had purchased the pasta from! Rest assured this pasta manufacturer is no longer allowed in my kitchen under any circumstances.

On the other hand, there are companies that go above and beyond to correct a problem and I would be remiss if I did not tell you about them. One of our local companies is Primo Water. I had purchased a water cooler from Primo. You know the kind. It was the one that you stick a full bottle of water into the top and the water gets chilled or heated and dispensed through a small faucet so you can have a cup of either cold water or hot water for tea or coffee.

I put the bottle in and plugged it in to a wall socket. After about fifteen minutes I noticed the bottle was half full! There was a leak in the cooler and the water was saturating my carpet!

I unplugged the cooler and dragged it outside on the deck and just let it drain. I called Primo and got this friendly young lady on the phone.

This young lady seemed to be under the impression that I HAD to have been at fault with this leak thing and so was not entitled to a replacement product. Even owing to the fact that I had only been using the product for less than an HOUR! As I still had the receipt, all it took was a trip back to my purchase point to be refunded.

Afterwards, I wrote a letter to the President of the company outlining my displeasure and disappointment with the customer service I had received.

Within a week, I was contacted by a senior VP within the company and was refunded for the cost of cleaning my carpet and my water cooler was replaced by the best one the company had. All at no charge!

The young lady had already been fired for several other questionable customer service calls. The end result? Primo Water is a company that I can heartily recommend as a very good company to do business with, not because of the freebies, but because they have PROVEN that customer service is a very high priority within the company.

Here is the deal. ANY company can have a screw up on a product or service. It has happened and will continue to happen until the end of time. It is far more important on HOW a company handles it than the screw up was in the first place.

The pasta company that will NEVER EVER get my business again has proven that it is far more important to blame others than it is to take responsibility.

The satellite TV companies will not ever be able to do business with me until they post the top executives contact information. If I have a problem, I have always found it’s easier to start at the top and work my way down than the reverse.

Wouldn’t it be nice if our state and local governments felt the same way? Wouldn’t it be nice if the voters started DEMANDING this level of customer satisfaction?

Y’all have a nice day.

 

Pete