Whether it’s an individual or a company, a first impression is hard to shake. As a professional with 10 years of experience dedicated to reviewing hotels, restaurants, and bars plus 3 years dedicated to product reviews, I feel confident in saying I’m an expert in my field.
Tonight we welcomed a company into our home, and I broke an important rule: following my instinct. Because we are brought up to be respectful and courteous, I allowed a company into our home even though they did not show us the same respect in return. An appointment was scheduled for 5pm and after receiving an additional call stating it might be a 30 minute delay, I still welcomed that company through our door at exactly 1 hour past the dedicated time.
A First Impression – Companies are you Listening?
The entire company “spiel” was meant to last 1 hour so at that moment, I should have really turned the company away because the appointment had concluded. As a first impression, a company not respecting your time should be a deal breaker. If they want your business, they will show you by being prompt, courteous, and respectful.
That “spiel” I mentioned before lasted 2 hours, not 1, making for a grand total of 3 hours lost. Talk about rude. When the company rep first arrived I expressed that we had not eaten dinner yet, and without being ill-mannered (yes, I still chose to use my manners) I expressed that we needed to make this short and sweet.
The rep proceeded to take 2 hours of our time by doing an elaborate presentation, clearly NOT what we had asked for. Although the information was educational (in many ways to say the least), it’s not what we (the customer) asked for. A company who wants your money will listen to what YOU need, not what THEY want. That’s called customer service….somehow many companies seem to have lost that concept.
Both over the phone and once the rep hit our doorstep I was upfront about our rather small concern. Instead, the company tried to sell us on an entire home makeover. Way to listen there company!
Instead of speaking up sooner, my husband and I showed this rep respect by seeing it through, although we really didn’t have a valid reason to. In the end, we both stuck to our other rule: it’s okay to say NO. That was really a no-brainer.
It was now the kids bedtime and we were literally kicking the rep out the door (politely of course). When all was said and done my husband and I ate dinner at 8:45 pm and lost 3 hours of our life we can’t get back! Oh yea, and that $25 gift card we were promised for our “time” was NOT handed to us at the conclusion of the appointment, instead the company makes the customer “work for it” by requiring us to complete a survey and mail it in. In several weeks we should receive the gift card in the mail. I’m not holding my breath.
So why is it that instinctually we feel one-way, yet push that feeling aside out of courtesy for another who truly does not deserve it? As a society we tend to do this. We’re taught to be kind and respectful, yet sometimes we don’t show ourselves that same respect. The take away from this is: follow your instincts. Your first impression tends to be spot on. Take value in that.
Dayna says
Was it the water softener people? We had the exact same experience, in the end the gift card was not worth our time the evening as a family. I once heard that an unhappy customer wil tell 10 people about their experience and a happy one will usually tel 2-3. Sad but true.
Jennifer H says
Hi Dayna! No, it was a similar type of company though. I’m just not willing to give them the free advertisement by saying the name on the site. lol And I totally agree w/that statement!
maryanndellarocco says
I have noticed customer service has really been chucked out the window lately. I went shopping for a dress and ended up at a higher end retailer because I knew they would treat me better. Yes I paid more, but it was worth it to me.
Jennifer H says
It really is unfortunate that it’s come to that huh.
natasha says
I had this happen once about 8 years ago – it was a roofing company for me. I never did get the giftcard.
Jennifer H says
oh wow, that stinks Natasha!
thisandthatreviewsbonnie holt says
I have noticed in the last few years that coustomer service has went out the window. People are so much ruder now . Yes i gree follow your first instinct .
Karen says
There are lots of companies that need to read this post! Very well written thanks!
Jennifer H says
Thank you Karen!
Christina Flores Pozzo says
Seriously, I mean do they not realize our time is valuable especially with little ones around… I mean if we give them the time to come out the least they can do is respect the time they are given… Sorry you had to be the one to go through the experience, but like Karen said very well written 🙂
Jennifer H says
Exactly! Poor baby boy even had a potty training accident because we were so distracted. :/ Thanx for the comment girl!
jashawndra says
Great post. You handled the situation well, I would’ve been very rude after already have told them that we needed to be brief and them continuing to take their time. I would have literally interrupted and asked them to leave
Shanna @ Motherhood on the Rocks says
You’re A LOT nicer than me. I don’t listen to solicitors – especially those who show up on my door. I feel it’s a complete invasion of privacy. Sorry you had to deal with that.
rsrote says
We had an experance along the same lines—and after repeatedly telling the rep we could afford the product, and twice getting up as to get him to the door–he asked for # of friends—LIKE I’d PUT ANY of them through THAT—we gave him 3 phoney # and out he went =}
Jennifer H says
lol
Lolo says
Sad indeed…..
Raine Vollor (@sano2pop) says
What a terrible experience. They should thank you for not naming them directly. I don’t know if I would be so polite 🙂
Jennifer H says
haha good point!
Nickida Stephens says
That’s exactly why I always refuse those type of companies. My husband will waster his time with it fast than me. You were very respectful and nice.
EducateWithToys says
I commend you for how you treated the rep although I think I would’ve lost patience way before you! I hate how people not in your situation have no idea how to be polite and accepting of other peoples family situations. If the rep saw your family around, what was he thinking by staying on for 2 hours?!?!?!?
Jennifer H says
I’m shocked at my patience as well. lol Yes, 2 hours was incredibly too long, especially after showing up an hour late!
Kelly R says
Sorry you had to go through this. It is really terrible what customer service has come to.
taylorgilmore says
Wow, you’re a lot nicer than I am. He never would have made it through my front door after showing up an hour late!! Always follow your instincts!!
Elizabeth Atwood says
What an awful experience. You were so nice. I don’t do well when I haven’t eaten, so I probably would have thrown my manners out the window. I understand things happen and late appointments can be delayed, but they went far and beyond what’s OK.
Cody says
Totally love the point about it being OK to say no! It’s hard to remember that sometimes when you’re trying to be nice and make others happy. Always good to look out for #1!
Tina Seagraves says
They seem to always want to get the last word and make a buck no matter what you say..
Sherry Bult says
WOW, you really were kind!! But you have reminded us that being kind can sometimes enable sales people to take advantage of us! Customer service is disappearing, and it
reminds me to make sure I never become like that, just to make a sale!
Jennifer Mercurio (@DoubleDutyMommy) says
I’m really not sure what has ever happened to customer service but it really baffles me how horrible it is now a days. I can’t even imagine how that would feel if it would happen in my own home. 🙁
YellowTennessee says
Yep, it is very sad how bad customer service is these days.
Amanda Williams says
I don’t know how you could have sat through two hours of that after they were an hour late. You have more patience than I do. When someone wants my business, it is best that they are well-mannered and efficient. I used to have home parties and my “spiel” would last under 30 minutes and I would allow the client(s) to view my products rather than me talk about them. I give you major props for not kicking their butts out the door!!