Archive for May 18th, 2023

Service of Equipment Failure: Staples & Coupons to the Rescue

Thursday, May 18th, 2023

I am a luddite and depend on a mouse. Touchpads don’t work for me. They make me want to scream.

I was on deadline with a project and my wireless mouse died. I panicked, dashed into street clothes and off to Staples on Third Avenue and 43rd Street to buy another mouse, my lifeless one in hand. Money was no object because I had coupons worth $16. But which one should I buy?

Danny, the tech associate, opened my mouse—I hadn’t been able to. He said, “I bet you need a new battery.” He first went in the back and then rummaged through a few containers near the cashier stations and came up with a AAA. “There, you see? Batteries,” he said, as the blue light on the underside of the device came to life.

Off I flew to CVS where just that morning I received a 40% off coupon good for 24 hours. I have AA batteries at home but no AAA.

Success! Relief. Joy. And an example of memorable, engaged customer service.

There must be something in the air: Warm weather? The promise of summer vacation? My lucky day–one where the stars aligned in my favor, and everything went right. Plus: I’d been scrambling for a blog topic for today: another bonus!

Do you have an example of a sales associate saving a device rather than selling you one you don’t need? Or of a day that starts with a hiccup followed by a string of fantastic developments?

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