Sunday, Veteran’s Day Weekend
Dilemma: to Rent or Hire a Carpet Cleaning Company
In the past, this Customer has been dissatisfied with steam cleaning rental choices offered by supermarkets and major retail chains as well as carpet cleaning companies who arrive to your door step eager to up sell before commencing the job they arrived to do.
How many times must a Customer want the promised results without the agony of disappointment a short time thereafter.
This year will be different the Customer declares!
This year, Baby Boomers know how to google information. It is so simple to insert your ask question into the search bar and obtain valuable information that helps you make the decision. More importantly, when the decision is made, it is a NOW decision whereby the customer takes immediate action.
Not necessarily a task at the top of the list for a Sunday activity but with the holiday celebrations looming and the prospect of guests flowing through your home, decisions have to be made quickly and fit your timeline.
Research shows the Bissell website contains:
- a video showing the consumer what sets Bissell apart from any other choice a Customer should make
- simple clicks to obtain downloadable forms to rent their product from another major brand
- offer Coupons as an immediate incentive for customers to act NOW
- Most importantly, they offer testimonials from other happy Customers
- Earth friendly formulas
- Community involvement
The name of this wonderful product being offered is Big Green. A deep cleaning machine a Customer can rent from any Lowe’s store in metro Ft Lauderdale, Miami and Palm Beach. This amazing product offers benefits: It deep cleans, dries fast and has satisfied customer testimonials. Bissell entices this Customer to act NOW.
This rental equipment task is now added to the Customer’s timeline to pick up first thing the following day. We all know it takes several hours to complete this task, clean the equipment for return and to obtain your deposit refund. Not necessarily the way this Customer planned to celebrate Veteran’s Day but an important task nonetheless.
Monday, Veteran’s Day …tick..tick..tick
The Customer reflects on gratitude for all those serving and who have served on behalf of our United States of America to protect and keep our borders safe and free.
Thoughts begin with Grandpa, who served in the Navy; Dad, who served in the Army; Brother, who served in the Army and Nephew currently serving in the Navy. Also included, many cousins who have served in the armed forces as well as the countless other citizens who step up and into these leadership positions. Thank you and may God bless America.
The Saga Begins …tick..tick…tick
Mapquest shows nearest Lowe’s store is 6.6 miles from Customers home. Arrive and directed to checkout to present form and coupon. Three checkers never heard of the Big Green Bissell product. Tick…tick..tick!
Customer Service has ringing phones and a line to wait on to obtain information. Clearly the coupon states Lowe’s yet the product isn’t in this store.
Great customer service ensues at Lowe’s. To the detriment of all the other customers in line, calls are made to 5 of the 13 other Lowe’s locations in the tri county area to see if the product is in their store.
A note to Bissell home office… the sales person who secured this major retail account arrangement is not going to happy with the results.
This Customer is not only crestfallen but determined to obtain desired, timely results. The customer returns home and contacts Bissell corporate office.
After providing a brief synopsis of the Customer Experience, the Operator answering the Customer call has deeply distressing news. Unfortunately, she begins, “everyone is out at training today and no one can help me.” She further declares, this Customer should leave a voice mail message for a return call tomorrow. When told by this Customer that solution is unacceptable, the Customer is promptly transferred to voice mail message system for customer service.
Dogged and determined, this Customer calls back immediately and asks the name of the President. To the Customer’s shock and amazement, the Operator says that information is not available. The Customer then asks to be connected to the Assistant to the President. Again, Operator claims that everyone is out at training today including managers. Customer is then forwarded to a manager’s voice mail message system.
This Customer calls back for a third time asking Operator’s name and was told “that information is irrelevant and tells Customer to have a nice day.”
A note to Bissell home office… The Customer is more than distressed, her blood is boiling!
This Customer proceeds to go onto the Bissell website and enters a negative experience testimony. As soon as the send button is clicked, the phone rings with a corporate executive calling at the end of the line. He apologizes to this Customer that the coupons were inserted into the Florida market prematurely for the Lowe’s rental. He then provides a solution!
The Good News Solution ..tick…tick..tick
The Executive informs this Customer Bissell has another product similar to Big Green available at a national brand just 3 miles from Customer’s home. This is another branded product called Pawsitively Clean.
He then offers to send Customer several bottles of cleaning formula for her trouble. Customer informs executive, although grateful for the offer, Customer has just made a decision to replace carpet with tile prior to next cleaning episode.
A note to Bissell home office… Eileen Burns is a Marketing Strategist for Business Owners Who Want More Customers with Less Effort… and my services are available to you. Clearly you have yet to make the connection to add this product line to your website for your Florida Customers who made the decision to rent your Big Green product and need an immediate solution to be your customer today! Further, have you considered cross-promoting with vendors who have your product in their carpet cleaning stores so customers can continue to click and get solutions today!
The Petsmart team does, in fact, have the rental equipment. However, the display is just about empty and the service reps had to go into inventory in the back of the store to refill the cleaning formulas that should be available for Customer selection with the equipment.
A note to Petsmart home office….Eileen Burns is a Marketing Strategist to Business Owners Who Want More Customers with Less Effort and my services are available to you.
The Customer then hands driver’s license to the Manager to fill in the contract form and unbelievably the Manager holds out his rental form and says …just fill in this form for me and then doesn’t have a pen! Next, he trains the new guy to do the transaction.
When the Customer returns home, she finds an email from Consumer Central at Bissell
“We apologize for the difficulty you experienced tracking down a BISSELL Big Green Rental.
The Lowe’s stores in your area were just recently signed up with us to rent the BISSELL Big Green Machine.
The PetSmart stores also rent the unit. Here is a listing of the PetSmart stores in your area as well as a $10 off coupon.
Your comments and concerns have been forwarded to a supervisor.
Please let us know if you have any additional questions.
For the Readers of this blog post by Eileen Burns …
Do you really believe many other Customers should and/or would,jump through so many hoops to rent Big Green?
Do you believe the sales person who signed up the Lowe’s account and Lowe’s home office would be happy with the next statement seeing this Florida Customer experience unfold in this blog post?
Do you believe the Customer should then be directed to Pawsitively Clean as the same machine and jump through more hoops to locate the nearest store with a coupon offer after the Executive handled the situation properly by directly contacting the Customer providing the solution?
Then, the icing on the cake… “Your comments and concerns have been forwarded to a supervisor.”
Or is it… “Please let us know if you have any additional questions”
A note to Bissell Home Office….this method is backwards. You need another system in place to avoid negative publicity after investing large sums of capital in great products. You may never know how many other Customers have been turned off to your brand now and in the future.
Results Rule! …tick…tick..tick
This Customer was so exhausted from the saga, she had to cancel a social event planned for her evening. The product does, in fact, deliver the promised benefits. Mission accomplished!
This is a classic example when building or running your empire and/or enterprise, systems and checks needs to be in place at every level.
Let free enterprise continue in this great country. The first point of contact in any business can make or break profit margins. Is this the new market trend for Brand names? If you want more customers with less effort, do you really believe the Customer would jump through this many hoops for your product or service?
We all have the same 24 hours to use wisely. What are you doing today to improve your Customer Experience? …tick…tick…tick
Eileen Burns is an Author of The Ultimate Sales Success Secret- South Florida Edition, Speaker and Marketing Strategist to Real Estate Related Professionals who want to get more customers with less effort.
Currently, a Business Developer and an Associate Broker with Trans State Commercial Realty in Fort Lauderdale, Florida specializing in income-producing property acquisitions and dispositions.
For a F ree Audio Report “The 7 Marketing Sins Committed By Real Estate Professionals when they Go Online” go to www.MeetEileen.com