Who knew a 1″ bulb could become such a great marketing and customer service lesson? After trying to deal with Best Buy for a month about a warranty issue I got so mad I gave up and discovered a wonderful locally owned shop that replaced my projector bulb and had me on my way in under 1/2 hour. You can read the long version of this saga on my Lifestylist® page -it still amazes me how I was treated by a company that should care more about it’s customers than Best Buy seems to.
Then today when I was getting all of my facts checked I went to the Best Buy Facebook page so I could quote other unhappy customers, and one of them had linked to a Forbes article about “Why Best Buy Is Going Out of Business Gradually“. They linked to a follow-up story that talked about how Best Buy handled different issues “The People Vs Best Buy Round Two” Sadly, it’s nice to know I’m not the only one that feels this way and they have even given lousy customer service to Larry Downes, a professor and best selling author.
I’ll never get back the time I’ve wasted on this, but I’m hoping that by sharing these experiences I can help my readers not make the same purchasing mistakes.
One of the good and bad things about social media is that consumers now have a way to have their voice heard.
When Hartford Insurance decided to raise my rate by over $13,000 without notice or even an increase in benefits I immediately went to their Facebook page to see what other consumers thought of them. It turns out I’m not alone – the stories of how they have treated other consumers is pretty chilling. The stock answer they post to everyone is “To protect the privacy of individuals, we do not respond to service questions on Facebook. We would like to know about your experience. Could you please contact our Consumer Affairs team at 1-800-451-6944? Thank you.” When I contacted their “consumer affairs” team I found out they didn’t care. I was told this ridiculous increase was because I’m an interior designer – who knew sketching and wielding a glue gun could be so hazardous?
Fortunately for me I found a great insurance company that took the time to understand my company and my needs, and not only did we get much more comprehensive insurance – it was also in line with what we had been paying.
I thought this was the end of story, but today I got my third notice from Hartford threatening to cancel my insurance! I guess the Consumer Affairs “team” didn’t get the message when I said I was done with them.
The moral of this story? Insurance is too important of a decision to take lightly and only shop by price. It’s critical that you find an agent who takes the time to understand your needs and will be there if you ever need them.
One of the questions I always get asked is exactly what is a Lifestylist®, and what is unique about the Lifestylist® Lifestyle. The second most asked question is what makes me a Trailer Diva!
The Lifestylist philosophy is about “Life Celebrating Style”. Our clients life and style is what dictates how a Lifestylist® works with you. My favorite example is I had a client in Phoenix, Arizona that was a major Phoenix Suns fan, and their team colors are orange and purple. The client wanted their entire home done in these colors. What they wanted is what they got, complete with a child’s room with a hardwood floor striped like a basketball court. They wanted to stylishly celebrate their interests and love of their home team and we did!
I just spoke to a friend who’s dog just dug up their entire garden and her daughter slammed the door on the neighbor’s hand – all in about 30 minutes time. Her needs and lifestyle are completely different from my son – no kids, no dogs, and lives in front of his computer. What my style is wouldn’t work well for either of them which is why I need to understand the client and what their “hot buttons” are. It’s takes extra time and sleuthing to achieve this – many times the client has trouble putting into words exactly what they are looking for but they know it when they see it. I take the responsibility very seriously – a person’s environment can truly change their lives in a positive or negative way. If someone is happy in their home their quality of life improves.
Next to being a mother, becoming a Lifestylist® is one of the most rewarding things I’ve ever done. I’m looking forward to expanding the concept and what it offers in the years to come. – we will be launching a new food line this Spring!