I had a nice call this morning from Nick, the local store manager of the OfficeMax in Richmond. I'd recently had some really poor customer service experiences in that store with them and had submitted a narrative of those experiences for their review. I usually don't bother going back to a place after such occurrences - especially not a big box store - but in Richmond they are uniquely suited to sell a few products that I and/or Summersault consume, so I thought it worth at least trying to share my observations in hopes of improvement. Indeed, Nick mentioned that they'd "huddled" about/around the letter this morning as a staff, and that they'd be researching the issues I brought up. So I guess that means either (A) I'll be mugged in a dark alley by a bunch of disgruntled OfficeMax employees wielding letter-openers, or (B) I might actually have a better experience next time.
I’m a journalist, publisher, software developer and entrepreneur with experience as a founder and organizational leader. Work with me or learn more about me.
My hero!
I also had a rather frustrating experience at the local OfficeMax last month...more the result of a lack of training and experience on the part of the sales staff rather than a lack of caring.
Thanks for taking the time to write a letter. Let's hope it improves the experience for all of us.