The best customer service I have experienced was at Best Buy when I first moved to Las Vegas about 4 years ago. When we finally found the perfect house to move into, we suddenly realized the extra bonus room we had would be perfect to a projector we always wanted. The room having the perfect sized wall for projector to be pointed, at meant we knew exactly what size picture we needed the projector to throw. Although we thought we knew what we wanted didn’t necessarily meant we knew what to look for or where to look for it. Our first stop was at Fry’s, where we walked away very disappointed at the selection and quality of customer service. The employees at Fry’s where very unknowledgeable and really couldn’t find a solution to fit our needs. The second stop was at a magnolia store inside of a best buy. The moment we were greeted by the Best Buy associate I knew that the experience was going to be completely different.
The Best Buy sales person was very knowledgeable about the subject of projectors, he demonstrated the perfect projector for our needs, in the show room it was the perfect size, brightness, and clarity. But when we got it home we noticed a purple and green discoloration in all four corners of the screen. So instinctively we exchanged it for another one, but the new one also had the same problem. So once again we brought it back and exchanged it for another one, and once again the projector had the same discoloration. This time when we brought it back, we had Geek Squad test it and they found the same problem. The Best Buy sales person was nice enough to take the time and test several units to come to the conclusion that it was a completely bad batch of projectors. After all the trips we made back and forth to Best Buy, and all the time we took testing units at the store, they still returned it for the full price we paid for it. In the end we bought a projector from circuit city, but customer service that Best Buy provided was exceptional.
“When dealing with customers, Zappos employees must check their egos and competitiveness at the door.” Ch. 1 Marketing Creating and Capturing Customer Value, page 2: THE TENTH EDITION OF MARKETING: AN INTRODUCTION!: ON THE ROAD TO LEARNING MARKETING! By: Gary Armstrong, Philip Kotler.
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