I wrote a review based off my very bad experience with Jamaican shoe store Phillips and Phillips, Forgotten Feet in New Kingston, Jamaica and many other places for that matter, that’s what I do, I am a writer. Usually, I highlight some of my encounters in hopes that others may learn to up their A-game and offer better customer service.
Today, October 7, 2014, at approximately 2:35 p.m. the lady owner or manager calls my cellphone to intimidate me, about the article.
She said, “Good day, is this Miss Fyffe?”
I replied, “Yes this is she, how may I help?”
“This is Karen…. from Phillips and Phillips, Forgotten Feet in New Kingston, on Holborn Road”
“Yes, maam how may I help you?”
“I was the lady who dealt with you when you came to our store some months ago. One of my friends saw an article you wrote, on some website about your experience here.”
She proceeded to ask me if my experience there was unfavorable. In my mind, I am wondering if she suffered amnesia in the last couple months. Certainly, on each of the several occasions that I returned to the store, I asked for my money back; until the final visit, after I went to Consumer Affairs Commission. Then, this lady kept on telling me about how the shoes were Made in China and how they probably spend a long time on the shelves in the warehouses.
I wondered, did she mean to say, how long they stay on her shelves? For certainly, there are a ton of products worldwide which are ‘Made in China’, but they do not fall apart on you in one day. China makes billions of dollars every year based off their manufacturing industry, do they not?
The conversation only progressed to the negative. Her tone became intimidating. I think she thought I could be bullied. Certainly, my friends will tell you since suffering ‘racism like experiences’ in basic school from ‘high color’ brown twins, in Jamaica, bullying is something that I do not tolerate. She does look like one of them too, ‘dat mek it worse’.
I questioned, “Maam, what do you hope to accomplish from this call?”
She quarried, “what do you hope to accomplish from this article?”
After asking the question twice, and reaching nowhere, I decided to end the call with the bully. I have no time for added stress in my life, informed her politely that I am ending the call and hung up.
Ms. Karen…, if your service, treatment and product was good, I would not have ended up at Consumer Affairs Commission, for the first time in my life. So, to answer your question, let me inform you of the purpose and what you need to learn about Customer Service. Oh, the novice that I am; I will Google.
Purpose of Jamaican reviews on The Island Journal:
- To highlight some of my encounters in hopes that others may learn to up their A-game and offer better customer service.
- It is my ‘writer’s purpose’ to document the Jamaican condition, in every form it presents itself. The tag on my website says ‘Representing all things Jamaica’; that means the good, the bad and the ugly.
What you need to learn about customer service, fair treatment and ethical practices?
- Two Factor Theory of Customer Service: A comprehensive, easy to read guide …By David L. Elwood, Ph.D. http://goo.gl/gY6F93
- 8 Rules for Good Customer Service…By Susan Ward http://goo.gl/2Ycv4
Susan Wards writes, ‘Good customer service is all about bringing customers back. And about sending them away happy – happy enough to pass positive feedback about your business along to others, who may then try the product or service you offer for themselves and in their turn become repeat customers.’
I could not have said this better. She further outlines…
- Answer your phone.
- Don’t make promises unless you will keep them.
- Listen to your customers.
- Deal with complaints.
- Be helpful – even if there’s no immediate profit in it.
- Train your staff (if you have any) to be always helpful, courteous, and knowledgeable.
- Take the extra step.
- Throw in something extra.
This is where I will stop; these two sources provide ample information for store owners just like those of Phillips and Phillips, Forgotten Feet in New Kingston, on Holborn Road. If you deem these articles not sufficient, there are tons of other sources you can try. But please, learn and do not proceed with the bullying tactics.
In #Jamaica, we experience people who cheat us on a daily, and that needs to stop. The money I finally got back from Phillips and Phillips, Forgotten Feet after deductions, was used to buy Payless shoes, which are still in very fine condition months after; unlike P&Ps which feel apart after one (1) hour and another in one day another in half a day…should I proceed to highlight how many shoes I went through? In other parts of the world people get paid to shop and write reviews on products, so far, I do it for free.
Come come…when you choose to bully a writer, it only gives them more material to write about. What you should do is review the products in your store, be fair and use your time wisely.
Still, Phillips and Phillips, your Forgotten Feet should most definitely remain forgotten.