Thursday, June 16th, 2016
Whether you dread a doctor’s appointment, party or visit to a cantankerous vendor, isn’t it miraculous when the doctor says you’re fine; the party is fun and the vendor agreeable and helpful?
I’d visited a Verizon Wireless store on several occasions before I took the leap into the second decade of the 21st Century—or more accurately was pushed by my nephew who upgraded his iPhone and gave me his.
Long before, I knew I needed to upgrade but was discouraged by early forays to the store. I was off-put by the apathetic responses to my questions about the different phones and billing options. Each time sales associate reactions ranged from disinterested and dismissive to rude. I knew one thing: I didn’t want to buy anything from this crew or to ever return.
I asked around to see if there was another branch with helpful staff. Seems what I experienced was standard. I was anxious about my visit to transfer my mobile number to a different device–that required a visit–and came with reinforcements: My remarkable IT expert.
So what happened? I won the equivalent of the best sales associate lottery last Wednesday. Tyrell Person was watching from the top of the stairs near the street entrance as I entered the Verizon store at Grand Central Station looking bedraggled with dripping umbrella, sopping shoes and soggy telephone folder. He was smiling. He said, “How may I help you? Please have a seat and you can put your umbrella over here, right near you.”
He quickly made the phone transfer, gave me an estimate of what it would cost to add my husband’s phone to my plan, [I wanted to think about this], answered all my questions and volunteered his contact information and the days he’s at work. He also sent me a text with his email address and phone number.
He was so nice that I returned this week with a few more questions, a favor and an add-on to my monthly invoice.
The favor was to replace a cracked screen protector. I was warned that it’s tricky to lay it just-so on a spotless screen without creating bubbles. Tyrell performed the operation with the expertise of a surgeon.
He also discovered that I was inadvertently doing something that wasted the iPhone battery and shared the remedy as well as a few other shortcuts as he continued to recalculate the bill. He added my husband’s phone to my plan, took the time to call my mobile number with the other phone to make sure the setup worked and to ensure that I have the right number in my phone.
In addition Tyrell remembered, from the week before, an answer I’d given about my previous usage.
In spite of charges for the additional phone, the total bill should be about what I was paying before.
The nicest part: Tyrell was pleasant, patient and kind. As I left the second time, he reminded me that I have his email address and that he checks email daily and assured me that I should come by anytime.
While he was working with me one of his other fans came by and we agreed how lucky we were to be working with him. The man said he’d be back in an hour and joked about being Tyrell’s neediest customer. So the word is out about how customer-crucial he is!
Have you expected the worst and instead enjoyed the best? Isn’t it grand?