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Excellent CSR equals New CPU

By Melanie Zimmermann | Hickory Daily Record

Published: November 16, 2008

On Sunday, I visited four businesses that sell computer equipment. My computer has been upgraded so many times, it doesn't know what its original processor is, so I thought I would price some new desktops and laptops.

The first store I visited was no surprise. I frequent the store often and I knew I would find a salesperson somewhere. I found the laptop display but did not find a model with the specifications I needed, so I drove to the next store.

The second store, which is always busy, had several laptops and desktops. I found several that met the specifications, but the new computers have Vista. I needed to ask if Vista would work on the network with a computer using XP, but the two salespeople on the floor were busy. The tech guy was helpful, though, so I kept the window of opportunity open.

I decided to try my luck at the third store, where I was greeted by three salespeople who were stationed in front of the computer section. No one asked if I needed assistance, but I knew where they were if I did need help. I didn't find what I needed, but as I was leaving, a salesperson asked, "What brings you to (store name here)?" A little too late, but nice try.

The fourth store I visited had the laptop I needed at the price I could afford, but the salesperson was helping another customer next to me. I stayed with the laptops while she took the customer to the register. I waited and waited and waited, until the store lights were turned off and someone was saying, "Do you have the key for the front door?" Not a good thing. Needless to say, the window has closed for that opportunity permanently.

After being released from the fourth store, I ventured back to the second store, since I had the computer info from the fourth store. This time, I was greeted by a salesperson, Jesse, who asked another salesperson, Matt, to help me with the technical stuff. Jesse hung around to make sure Matt could help. Matt explained everything and gave me some great suggestions for purchasing a laptop. He even suggested I visit the store's Web site to see if they had the computer I needed online. Jesse came back to make sure everything was good, and both told me to have a good night. The window will remain open for this store.

Yes, I came home empty-handed, but not closed-minded. Have you had a great or a terrible customer service experience? I want to know.

E-mail me at mzimmerman@hickoryrecord.com.