Stellar service

Posted by on Jul 8, 2011 in Challenges, Connections, Virtual Assistance, Web/Tech | 0 comments

I must admit I have zero tolerance for less than stellar customer service.  If the bag person at the grocery store is not bagging my items with care I will step in and assist. However if the cashier is grumpy I don’t take it personally, I really get ‘if you walk a mile in her shoes’, and I send her some extra love and do my best to spread my inner joy outwardly and give her a big smile or kind word. Gandhi’s wise words reverberate in my head in these instances: “Be the change you want to see.”

When service people are uncaring or rude I am judgmental. Perhaps it’s my long employment as a public business manager that provokes me—I expect to be taken care of in a particular way. I had provided and made sure my staff provided eccellent customer service. Why would a company that I am supporting with my business hire a person who is uncaring, lazy, or rude? Unfortunately because I have this issue and am aware of it the Universe sees fit to send me many opportunities to grow beyond it. So when a customer service person goes above and beyond I simply have to share!

I opened an account with MailStreet so my Outlook email, calendar, and folders would all synch between my desktop and my laptop. The first step was easy and I was excited. One quick phone call and then I followed the directions to move my email from its current host 1&1 Internet to MailStreet which is now a division of Apptix.

When I called 1&1 with my request I was connected with a representative that spoke halting English and I had tremendous difficulty understanding him. He also gave me the incorrect information assuring me I only needed to change one thing on my account and did not need to host it with MailStreet. (Sigh) I made that change and emailed MailStreet to see what my next step was. MailStreet informed me I did need to make the hosting change and advised me to call 1&1 back. I did. My next representative spoke better English and was polite but explained only one change could be made to the account at a time. It would take 24-48 hours to update. (Double sigh)

I moved on to the rest of the MailStreet setup instructions which eluded me (I’m only so techy) which added to my frustration and finally gave up. I emailed MailStreet to give them an update and explained I was frustrated and had turned everything off. Sometimes ya gotta know when to walk away.

About an hour later I got a call from customer service at Apptix, she introduced herself as Lilly and said she’d received my email and was calling to see how I was doing. Would it help if she walked me through the process? OMG, yes! How refreshing.

Lilly was patient and engaging and we made it through set up successfully. Finally I only had to wait for 1&1 to update the unneeded change so I could make the correct change. Lilly walked me through that portion since I’d be doing it on my own. I expressed my gratitude and she sounded sweet and young and said it was no problem. 

Twenty-four hours later 1&1 still had not updated my account. I received an email from Lilly saying she would be off for a day but that my account was ready and waiting for the final step and she would check on it as soon as she returned to work. The next day when my account had finally updated, I made the correct changes and my new MailStreet account worked immediately, yay!

Lilly didn’t follow up with an email the next day she called me again! She chatted with me and said everything was perfect on their end I had done a great job.  She asked if I had any further questions and directed me on their website to a library of PDF tutorials that might be helpful. Probably, Lilly did not do anything outside of her job description but her actions showed she cared and she established a relationship with me and that made all the difference. Thanks Lilly!

MailStreet has been an excellent service and well worth the investment but why will I recommend it to others? Lilly. Stellar. Excellent. Extraordinary. You rock Lilly!

Leave a Reply

Your email address will not be published. Required fields are marked *