Griffin Speaks

WWW.OFFICE DEPOT.COM

On Sunday December 13, 2009 I visited the Office Depot store located at 943 Ann Street in Montgomery, Alabama. To my chagrin the customer service was the worst I had experienced in my 51 years of living. On an earlier occasion I had seen a sign in front of the store advertising that they repaired computers. I took my computer to the store at 12:57 p.m. and did not leave the store until 3:15 p.m. The three employees that were waiting on me could not even complete the intake process. I was told that they would have to scan my computer before I could leave it. The entire experience reminded me of the old television show “The Three Stooges”: Moe, Larry and Curly. I was thoroughly disappointed in the service that I received. They appeared not to know what they were doing and on several occasions left me and waited on other customers in addition to taking breaks.  I complained to the manager on duty and she in my opinion was not concerned. As a result of my feeling that she was not concerned about the sloppy service that I received, I wrote the Chairman and Chief Executive Officer of the company, the Regional Vice President, the District Manager and wrote about the experience in this weekly column that via the internet is read all over the world!  

It is my prayer that the Office Depot Chairman and Chief Executive Officer, Steve Odland will use this complaint by me as a teaching tool for his employees on the topic of customer service. 1.) Treat all customers with fairness and respect. 2.) Try to resolve issues at the lowest level possible.  3.) Be more concern about good customer service than going on break! 4.) Learn your job so well that no man living, dead, or ever to be born can do it better! 

In fairness to the majority of the employees at this particular store I must say they appear to be very courteous and competent. I have shopped at this store on several occasions without any problem. This was my first bad experience, but it was so bad I had to take it all the way to the top! I hope that Mr. Odland will appreciate being informed about sloppy customer service, because I know he would not condone it. I have read about him on several occasions and he is a giant of a man!

 

Customer service is more important today than in the past. Businesses are having a hard time with our present economy. Corporate Officers should employ “mystery shoppers” so that they can keep a keen eye on what is occurring at their stores. I am convinced that the leaders of this great organization would not condone the sloppy service that I received and the way the manager on duty handled the situation at the Montgomery store located at 943 Ann Street with an “I don’t care attitude!” 

I am very slow to anger, but this incident got under my collar. How was your weekend? 

 In the words of my dad, “You must honor the chair whether it is sitting, walking or lying down.”

Greg Griffin is a free lance writer. You can read his previous articles by visiting his web page at www.greggriffin.com or write to him at P.O. Box 250194 Montgomery, Alabama 36125-0194. 

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