Last week I posted an entry about my experience with the customer service at Cambridge’s Future Shop. Let’s just say I was not happy with how I was treated. There was a time when the best I could hope for was to send a letter to a manager somewhere at “head office” and hope they would get back to me. But this is now and the Internet has changed things.
After posting about my experiences I sent an email to a couple of people at Future Shop. I know they received the message because I could see in my Google Analytics that they visited my site.
I even heard by email from one of the people I emailed indicating that customer service would be in touch with me. The folks at Future Shop did some research on my site before they got around to contacting me. I can’t really blame them for that. I found it curious that they looked at my “rants” which is just a category for my posts that don’t fit other categories.
Last Friday I received a call from Phillip the District Manager responsible for the Cambridge Future Shop. He was quite apologetic about how I was treated. He commented that this store generally does very well as evidenced by the picture in my previous post. He actually called out the picture so apparently he was one of the visitors to my site. While I never asked for specific compensation I was told that I would receive a gift card as an acknowledgement that I wasn’t treated in a manner that I should have been. Phillip believes in winning customers one at a time.
Following my call with Phillip I received an email from Jim Steffler the General Manager of this Future Shop. He too was apologetic. I was getting the sense that Future Shop was taking this issue seriously. I coordinated a time to stop by and pick up the gift card I was offered. Even though Mr. Steffler was in a meeting he made time to come out and meet me personally. That was a nice touch. He could have hid in the back but he didn’t. I appreciated his willingness to confront the issue head-on.
Even though my friend Jim doesn’t think corporations are listening I have evidence that they are. It would have been better for Future Shop if this problem never happened but I feel they handled the fallout quite well. Now would be a really good time to shop at the Cambridge Future Shop as customer service has received some attention in the last few days.
