It’s amazing how some consumer complaints can easily be resolved when a responsive provider does something a little extra and unexpected. That was my experience on our first family vacation since the pandemic began. Read more
I was so delighted when, after complaining to a grocery delivery service online, I received an email response within 30 minutes. I’d been unable to use a discount code on the website even though I tried three times. I placed the order anyway because I needed groceries. The customer service rep apologized in her email, acknowledged having other complaints and offered to manually apply the discount code for me.
Most consumers have higher expectations for companies that are operating during the pandemic. In fact, a recent study surveying more than 1,000 consumers in different age groups (conducted by Hiver, a customer solution company) found that people want customer service to be not only more responsive but also more empathetic. Read more
At the end of a recent road trip, my husband and I turned in our rental car without taking a close look at the final bill. Yes, we were distracted because we were running late and didn’t want to miss our flight. The attendant handed me a printed receipt and I stuffed it into my handbag.
A couple of days later, I cleaned out my purse and read the receipt more carefully. I found an unexpected $50 charge on top of the expected $50 drop-off fee. I had extended my rental by a few days and remembered being quoted a different total. Fortunately, the rental car agency responded quickly, reviewed the records and agreed they had made a mistake. Read more
I recently received an unexpected voicemail from a company representing a rental car agency. The caller said he was following up with me to collect on a damage claim for a vehicle I had rented at Sky Harbor International Airport in Phoenix, Arizona for my niece’s wedding in February. He said I hadn’t reported roof damage upon returning it and was responsible for $749.13 in parts and labor for repairs.
At first, I thought this had to be a scam call and wasn’t going to respond. But my husband convinced me to call back, ask more questions and request photos of the damage. The representative promptly sent an itemized list of repairs and pictures showing a half-dozen roof dents. Read more
It often surprises me how little it takes to brighten someone’s day. I wish more businesses understood that sometimes even a tiny thing can perk you up or just make you smile.
For example, I was window-shopping at an outdoor mall when I came across free organic lemons outside of a storefront. The owner had more bowls of fruit at the sales counter. This small gesture wasn’t just a conversation starter—I was lured inside to see the merchandise and left with a positive feeling about the place. I didn’t buy anything that day, but I will return. Read more
During the month of November and the Thanksgiving season, most of us are more focused than usual on the gift of gratitude. But given the positive impact of gratitude on others, perhaps we should think about ways to express our gratitude throughout the year.
I started reflecting on that the other day after listening to my voicemail. A local framing store manager called to let me know that my two paintings were ready to be picked up. Then, he added something extra—he said he sincerely appreciated my continued business, which meant a lot to him. Read more
I was lucky enough to travel to Alaska recently on a small ship adventure. The Wilderness Discoverer cruised from Sitka to Juneau through the Inside Passage, an archipelago that was created by glaciers. With only 76 passengers and 25 crew members on board, it was an intimate experience. The activities ranged from sea kayaking and bushwhacking to snorkeling and meadow meanderings, all of which provided chances to both see Alaskan wildlife and get wet and muddy. There was even a polar plunge for some!
The Captain spoke to us every day, mostly via intercom, as did the Expedition Leader and Kitchen Steward. We received updates on the itinerary, how choppy the waters might get and why dinner would be late. Read more