It was a hectic Friday right before the week I am starting a new job, and the last thing I needed was for my Mophie (phone case that serves as a secondary battery) to die on me. So I headed to my fav Verizon...
Read MoreIt was a hectic Friday right before the week I am starting a new job, and the last thing I needed was for my Mophie (phone case that serves as a secondary battery) to die on me. So I headed to my fav Verizon store on Frye Rd beside the Chandler Fashion Mall, where I had bought it. It was there that the wonderful Ryan, whose title is accurately called SOLUTIONS SPECIALIST, met me. When I told him my issue, he investigated and we learned that my Mophie case had somehow gotten water into it, as evidenced by moisture that was still there. I have NO IDEA how this happened, and was getting pretty mad that this $100 case somehow got wet enough to kill it, that I might have to fork out another hundred, and that I didn’t know if whatever happened to the first one might again happen to the new. Ryan was patient and calm, however, even when I was complaining with knit brows and shock. Ryan could have just said, “sorry; nothing we can do.” But he didn’t. He went looking for a SOLUTION. He pulled up my Verizon account, saw that I was due for a phone upgrade, and offered me a solution that allowed me to upgrade my phone and trade the old phone in for a new Mophie. THAT, dear friends, is called good customer service. New better phone at minimal cost; new Mophie at no cost. I left happy when quite the opposite was the likely outcome of that situation.
But the story doesn’t end there. I left Verizon to head to an appointment, but then saw that my new phone/Mophie case was too heavy for the magnetized Mophie car mount/charger I had been using with my old phone. So, after my appointment, I headed back to the Verizon store and told Ryan my dilemma. Once again, he went into solution mode, and found a better Mophie car mount/charger that works with my new iPhoneX for a minimal charge. Once again, when most places would have said sorry (and not even mean it), Ryan at Verizon (a SOLUTIONS SPECIALIST) used his knowledge and creative problem solving to not only meet my need, but bring me a better set up. Will I go back there? Absolutely. Will I buy that Apple Watch from there that we were talking about while my info was downloading onto my new phone from the Cloud? Highly likely.
THAT is why good customer service is good business. Not only did Verizon bring in extra money from this transaction, but they also increased my monthly service contract a bit (With my consent of course) and earned future business from my family. When you do the right thing by your customers, it hits your bottom line - one customer at a time. Keep this policy and culture, #Verizon, and reward employees like Ryan who are the frontline soldiers in a very competitive industry.
Oh - one more thing, #Verizon - Today when I set my Apple Maps navigation to give me directions, my Australian-accented Siri could not pronounce “Verizon” correctly. 😆 That made me laugh. So you have a close business partner (Apple) through which you jointly make $millions+, and their product mispronounces your name. Check it out! Might want to have them make a correction there.....
And your bags are great.....
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