On Customer Service


I saw a post on Facebook concerning a store clerk at a tire shop in Bucerias who allowed a client to go to the ATM to get money to pay his bill; he never returned and the poor clerk was on the hook. They posted a photo of the guy, but I have not seen any follow-up.

With my Smartphone contract up for renewal, I decided to stick with AT&T.
The AT&T store in Plaza Caracol is air-conditioned—what a relief after a fifteen-minute walk in the hot, humid weather. That same day in Calgary, it was eight Celsius, me gusta hot and humid.

The salesclerk spoke a little English, which was better than my poco Español. I can order my eight-piece combo with puree, to go, at Church’s Chicken on Francisco Villa in Spanish. But for a phone contract, I wanted to make sure I understood what I was getting. My shameless plug for Church’s chicken is well worth your time to try it out.

A deal was worked out (for a phone, not chicken), that provided me with unlimited calling to Canada, US, and Mexico, plus two GB of data, for fourteen dollars Canadian a month. By contrast, my daughter, who lives where it was eight Celsius recently, pays Three Hundred Canadian a month for a family of five.

My service-rep, Yuritzy, proceeded to change the sim card and update my account, then called another clerk over to help me with some issues using my SD card for extra storage.

Time to complete the deal. I did not have enough cash on me, so decided to use my credit card. Their credit card system was down!

Yuritzy asked if I could go home and come back with the money. It was an enjoyable walk over. Did I mention it was hot and humid out?

Shortly after arriving in Mexico, I was told that many sentences in Mexico contain a “BUT.”

No problem, I would come back mañana. “But,” the card had already been updated and she could not reverse it. We sat there looking at each other with perplexed looks. Then Yuritzy said, “Can you come in tomorrow to pay the balance?”

Thank you Yuritzy for your trust in people.

As good as Yuritzy’s English was, I don’t think she understood when I thanked her and told her I wanted to do a story on her. If you are in Plaza Caracol, stop by with a copy of the Tribune and congratulate Yuritzy for good customer service in the face of all the negative stories that are out there today.

In a different setting—but one that exemplifies “customer service”—last Saturday, we went to Kelly’s to listen to Soul Trip. Come showtime, a band member was missing! We sat around chatting with the musicians. Finally, at 9 PM, the guys realized they had to start, minus a bass player! The guys delivered a top-notch performance and had the crowd hooting and hollering.
As the first set was ending, Alex, the bass player, showed up with his equipment and the sound system. No details, “but” apparently, he was in an accident on the way over. We all know how much paperwork and time is involved in Mexican bureaucracy.

With no visible personal injuries, Alex killed his solo in their “Super Jam” number.
Thank you Soul Trip (Oliver, Saul, Adolfo, and Alex) for your “show must go on” attitude, you are true professionals.

Bruce Howells on Email
Bruce Howells
Bruce es un canadiense jubilado, que junto con su esposa Velma, tomó una "mulligan" en la vida y escapó del frío de Canadá y se instaló en Vallartazona. Cumpliendo un retirosueño de no conducir más, Bruce utilizará transportatio públicon para recorrer la bahía y contar sus historias aquí. Consejos e itinerarios bienvenidos. Correo electrónico: busbanderasbay

2 comments

  1. On another issue:

    Dear Editor,

    Unless procedures have changed, lining up to go through customs at the PVR airport is a mess; but it can be improved! It’s not just long lines to go through customs, but the length of the existing four lines vary as well and then when one gets up to the front of one’s line, one is directed to just a limited number of all of the workstations, depending on one’s line! (And some people also jump from line to line.) There are 3-4 entrances from the arrival gates to this very large room where these lines occur, (and one of these entrances leads to a “straight shot” line without any zig-zagging!) Not knowing who in the PVR government to write to, I am writing to you to suggest the following solution: (a) have one long (OK very long) zig-zag line that everyone is directed to upon entering this large room from one’s arrival gate; (b) have waist high solid “barrier walls” on both sides of the zig-zag “pathways” of this long line to keep people In the line; (c) have two airport staff at the front of the line directing passengers to the “next open” workstation, of all the workstations. This would create an equal experience as everyoone would be slowly moving to the front, instead of the seemingly endless standing still in line in this stuffy hot room. I am sad that the most depressing experience I have when visiting wonderful PVR occurs when I arrive and go through customs at the airport! Please improve the airport’s customs process! Thank you.

    Sincerely,

    Richard Johnson

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