Tag Archives: customer service

Best Buy Going Bye-Bye?

Best Buy Distressed

Best Buy Distressed: illustrating a less rosy, more hazy future. Created with Hipstamatic. Free for your use with attribution. Click to Download Hi-res at Flickr.

At Forbes.com this week, Larry Downes expands thoughtfully on “Why Best Buy is Going out of Business…Gradually.” Among other salient points, Downes slices and dices the following corporatespeak issued to some about-to-be-very-disappointed customers (you know, those who keep the company in business):

“Due to overwhelming demand of hot product offerings on BestBuy.com during the November and December time period, we have encountered a situation that has affected redemption of some of our customers’ online orders.”

And then Downes totally pwns them:

Let’s parse that sentence for a moment.  The company “encountered a situation”—that is, it was a passive victim of an external problem it couldn’t control, in this case, customers daring to order products it acknowledges were “hot” buys.  This happened, inconveniently for Best Buy, during “the November and December period,” that is, the only months that matter to a retailer. For obvious reasons, the statement ties itself in knots trying to avoid mentioning that the “situation” occurred during the holidays.

Ugh. I can see Best Buy’s directors from marketing, legal and fulfilment all in a conference room drafting that missive, the poor souls. I don’t envy them, and I will not get on some high horse about how this kind of bad news could be better delivered — because it’s so obvious, as Downes rightfully notes. He continues:

The situation that Best Buy “encountered” has “affected redemption” of some orders.  Best Buy doesn’t fill online orders, it seems. Rather, customers “redeem” them. So it’s the customers, not Best Buy, who have the problem. And those customers haven’t been left hanging; they’ve only been “affected” in efforts to “redeem” their orders. It’s not as if the company did anything wrong, or, indeed, anything at all. — Larry Downes, for Forbes

YIKES. So does Best Buy Even Apologize?

To Best Buy’s credit, they did apologize later in the same communication. Yet I can’t help but slap my forehead and wonder what could have happened If only they were more direct, maybe even going out of their way to make things right (free $20 gift cards, store credit, etc.) — they could even have turned this into a PR win… instead of something bloggers are writing about weeks later as a burgeoning harbinger of disaster.

Though I’m not sure I agree with Downes on Best Buy going the way of Circuit City in the immediate future, it certainly does not look rosy for them at present. And I’m not even talking about their finances. I’ve had great service and lousy service there, but the culture hinted at by this kind of language does not sound like that of an organization built to last.

At least, if it doesn’t want things like this written about it in Forbes.

And in blogs.

What’s your Best Buy experience been? Have you ever had an online order cancelled on you, and if so, what happened? Do you think the company is spiraling toward the drainhole? Let us hear from you in the comments.

An Airline Gets it… Right?

In these days of security pat-downs, rising travel costs, and seemingly ever-declining customer service, it’s with great interest that I read the story of Mile Runners — freakishly dedicated travelers who go to great lengths (literally) to rack up frequent flier benefits. My favorite part of the article, however, was the official response from Delta:

We take mileage runs and our customers’ commitment to maintaining their SkyMiles Medallion status as confirmation that we’re offering highly desirable benefits to our customers. The lengths our customers will go to gain and maintain their miles are impressive, and we take it as a compliment. [read full story]

I mean, wow — here’s an industry with very real challenges gracefully acknowledging the positive aspect of their powerusers. More importantly, they’re taking the right approach from a customer service and media perspective. And rightly so; everyone wins in this story:

  • Delta gets confirmation that frequent flier benefits are attractive
  • They get some free advertising for said benefits
  • Mile runners get a bit of glamor with their specialized knowledge

All of the above is a win-win for any company and its superfans, especially a company facing the sometimes very public challenges Delta and other airlines surely do every day. Props to Delta and spokesperson Chris Kelly Singley for getting this one right.

I don’t know that I’d ever take up mile-running, but it’s good to know the industry might be behind me if I did.

What do you think? Did Delta do right? Or do you have a similar example to share? Let us hear from you in the comments.