TAG | customer service
Please allow me to toot my own horn. I was reading the current issue of Consumer Reports the other day and came across an article titled “What’s wrong with customer service?” Things like this always interest me because I truly feel everyone at Stave does their absolute best to really be the best and I am so proud of that.
Consumer Reports surveyed 1000 consumers nationwide to find the customer-service related problems that bother them the most. The biggie? The inability to speak with a real person on the phone. If you call during our regular business hours of 8 am to 5 pm EST, you’ll reach a real live person, guaranteed. There’s no recorded voice saying how much they appreciate your call, telling you to push 1 for customer service, push 2 for whatever. I promise you’ll get a real live person on the end of the line. If you call after hours you’ll get our answering machine, but we do listen to it every morning, so let us know what you need and when we can reach you and we’ll take it from there. More often than not, some of us are still here after five so if we’re doing something that’s easily interrupted, we’ll pick up the phone. Heck, you might even get Steve on the line. How many companies let the President take calls without screening first?! The next time you call, it could be your lucky day!
The second biggest complaint is Rude Salespeople. At Stave, we all love what we do and it shows. If you get me on the phone I might gripe about all the rain we’re getting but that’s as far as it goes. Every single person here knows that you are our top priority and will do their best to make you feel it. If your little Biscuit eats a puzzle piece from your Timeshare puzzle for the fifth time, I bet Tammy will still be as sweet as honey when you call to confess.
The rest of the article was interesting, and honestly, I think we rate very high on them all. The only category we might struggle with a little was the complaint with the lowest rating: “Wait for scheduled repair person.” Even though you aren’t sitting at home waiting for one of us to show up, you might still experience the same feelings if you need a replacement piece made. Cutting those replacement pieces is Tough, with a capital T, so we tend to put those off until we have several to do. But give us a delivery date, and we’ll meet it every time!
I thought long and hard about what it is that makes us successful in providing great service and after the smoke cleared I came up with this: Steve has given us the power to do the right thing. I know if you call up tomorrow and tell me that “Olivia”, a 5-bolt Trick puzzle, is way too hard for you, I’ll tell you flat out to send it back. And I’ll do it with full confidence knowing I’ll be supported in my decision no matter if you decide you want to trade the puzzle for a simpler Trick puzzle (we’ll never tell), a different type of puzzle or even a refund. We want our puzzlers to gaze upon their little blue and green puzzle boxes with anticipation and glee, not dread, and Steve has made sure we all know we need to do whatever it takes to keep Stave one of your favorite places to do business with.
Put us to the test. -Jennifer
Time for Some R&R
Woo Hoo!! My family and I are headed off to Maine pretty soon, and I can’t wait! I want to spend my days laying in the sun relaxing, maybe with my iPod and with a puzzle. Ever since I got home from school for summer break, I feel like I haven’t had very much time to relax.
Between my internship here at Stave and my other job at the local general store, Dan & Whit’s, I’m busy every day. This is going to be a really nice break for me. I know it sounds a little crazy to want to bring your work with you when you go on vacation, but that’s just what I’m planning to do. I’ve been trying to decide which puzzle I should bring with me by looking at the Stave website. There are just too many great choices! I know I want it to be some kind of beach scene, and I want it to be pretty big since I know everyone is going to want to help put it together, but I just can’t decide.
I’m torn between Favorite Beach House, Beachside, and Maine Regatta. Which one do you think I should choose? I would love to hear what you think so after taking a look here, visit my PuzzleNuts page (www.stavepuzzlenuts.com/profile/MadisonPerrin) and let me know which puzzle you think I should bring with me.
Other than puzzling on my vacation, I plan on spending a lot of my time tanning on the beach, hanging with my family, going for a few runs and hopefully getting to spend some quiet time working on my paintings. And while I’m soaking up the sun and relaxing, you know I’ll be thinking about everyone working hard back here at Stave!