Tomorrow, I’ll continue with “Profiles”, a series to help you build your network with great industry icons, but I had an experience yesterday with Verizon, that Satan himself couldn’t have done a better job.

Almost 2 weeks ago we had a defective phone and took it back to the same Verizon store we got it from.  They couldn’ t get it to work and ordered a warranty replacement which they said would arrive at the store in a few days.  A “few days” passed and it arrived at the house with instructions.  Not only was there nothing I could do with the components, but we had to take it to Verizon to activate.  That was last Friday.

The staff at Verizon, couldn’t get it to work either and asked me to come back Saturday.  The next morning we returned to Verizon and they still couldn’ t get it to work and asked to return later that day. Three hours later it was back again – still  no phone, but they gave us a loaner and ordered ANOTHER new phone.  I was then told this particular model was “trash and they have a lot of problems with them” and if the next phone didn’t work, they’d replace it.

Okay, one more round…Tuesday the replacement phone arrives and it’s trip number five to Verizon to finally get another phone that works. NOT!  After 45 minutes Sheila was told this one was also defective!  But here’s the last straw and why I can’t get rid of Verizon fast enough.  They have NO customer service at the store level – we had to take the three defective phones and mail them back, per the instructions in the box.  The store personnel aren’t allowed to!  A replacement phone is being sent to us and I’m assuming it’s to the house again,which means trip number six to our local Verizon store to activate the thing.

When I called Verizon, after spending 30 minutes on the phone waiting to talk to a supervisor, I was offered twenty bucks to credit the time we’ve been without a phone.  I got a lot of empathy and “we understand your frustration”, but there was nothing they could do on the store level!  Verizon’s national customer service does not have the authority to be involved in decisions made at their stores!

So, we have an old flip phone as a loaner…Sheila had to drive to Fedex to return the three defective phones, since the store isn’t allowed to and we’re waiting for a new phone to be delivered tomorrow.  Over ten days, six trips to Verizon, three phones, several phone calls and at least six people with Verizon employee status who couldn’t do anything.

I know I’m not the first person on the planet to have a less than stellar experience with these boneheads – but now think about how easy it is for you to make your level of customer service stand out.  Every day, with every single contact, you have an opportunity to exceed customer expectations and you don’t need to wait for a higher authority to authorize a solution – it’s all in your power!

So here are some easy to remember tips:

1) Solve problems as quickly as possible.  I know there are times when you might have to do a little research, but whenever possible fix the complaint in the first round.

2) NEVER say “I’m sorry, there’s nothing I can do!”  There’s always something you can do and sometimes even the smallest thing will still be appreciated.

3) Don’t pass the buck.  Look, mistakes do happen and most people know that, but your customer doesn’t care if it’s the lab’s fault, the album company had a problem or even that Fedex or UPS made a mistake.  You’re the one they’re dealing with and you’re the one who has to make it right.

4) Don’t put any part of the burden to fix the problem back on your customer.  Whenever possible take full control and then be impressive with your solution.

5) Last but not least – don’t insult customers with compromise solutions that don’t have value to them.

Companies like Verizon are actually doing us a great service – they’re giving every small business owner an opportunity to look good and show their customers how great customer service really gets done.

The good news is that in our house we have some new expressions and I’m hoping you’ll add to my list:

“Kiss my Verizon!”

” I’ve got the stomach flu and was up all night verizoning!”

“I need to clean up all of Molly’s verizon before cutting the lawn!”

“Dinner at that new restaurant was terrible, it tasted like verizon”

Okay, it’s your turn – feel free to comment and add to the list!