Comments on: Office Depot Customer Service: Competition Is Right Next Door

By: Donna Gurnic

Donna Gurnic — Fri, 21 Dec 2012 14:15:17 +0000

In reply to Evan Hamilton. I agree, Evan. Companies with physical stores have to provide really great customer service, especially when online retailers like Zappos and Amazon are providing amazing service digitally. It will be interesting to see the companies that are still here after those ten years! Thanks for sharing!

By: Evan Hamilton

Evan Hamilton — Thu, 20 Dec 2012 02:14:38 +0000

Fantastic story and so true. There’s more competition from ever. It’s easier than it’s ever been for a 14-year-old kid in Milwaukee to build something that’s more interesting, and if he provides better customer service (which he might; what else does he have to do with his spare time in Milwaukee?) then he can totally eat your lunch. Any companies not focusing on this are going to be gone within 10 years.

By: Donna

Donna — Tue, 04 Dec 2012 01:57:40 +0000

In reply to Shep Hyken. Thank you for your comment, Shep! It is amazing that the difference between the two cultures was palpable. I noticed it within just a few seconds of being in each store and it influenced the experience from start to finish.

By: Adam Toporek

Adam Toporek — Mon, 03 Dec 2012 12:32:15 +0000

In reply to Shep Hyken. That's what struck me about the story as well Shep -- the stark contrast between the first store and Office Depot. It illuminated the difference in cultures and why that matters!

By: Shep Hyken

Shep Hyken — Mon, 03 Dec 2012 00:39:04 +0000

Great example of two businesses with two completely different cultures: One where the attitude is apathetic, and the other where the attitude is helpful, service minded and customer focused. The punch line to this story is when the employee of the second business asked the customer to announce over the loud speaker, for everyone â€“ especially the other employees â€“ to hear, just how happy she was.

By: Donna

Donna — Sun, 02 Dec 2012 18:51:56 +0000

In reply to Daniel Rose. It is so true, Daniel. I wonder why some customer facing professionals arenâ€™t more creative in how they interact with customers. It is so easy to make someoneâ€™s day, and it can be done even in the most ordinary retail setting. Thank you for your thoughts!

By: Daniel Rose

Daniel Rose — Sat, 01 Dec 2012 23:15:51 +0000

A great tale of customer service!
It’s a constant surprise how many businesses fail, like the first chain you visited. The primary point of customer interaction, and yet so little time and effort is spent.

By: Donna

Donna — Tue, 27 Nov 2012 03:50:46 +0000

In reply to Craig McBreen. Hi Craig, Thank you for your thoughts! I think the real challenge for customer facing professionals is to know when to approach a customer who might need help, and when to leave a customer alone to carry out his or her mission.

By: Adam Toporek

Adam Toporek — Mon, 26 Nov 2012 20:09:31 +0000

In reply to Craig McBreen.

“… are almost too helpful” If only that were the problem with all customer service, I wouldn’t have anything to write about.

And I know the overpriced paper you’re talking about; based on the price, I think they use a special tree that was preserved in an iceberg!

By: Craig McBreen

Craig McBreen — Mon, 26 Nov 2012 19:04:06 +0000

This is funny to me, because I oftentimes think the employees at my local Office Depot are almost too helpful 😉 But I’m usually in the store to buy an ink cartridge or that high-end inkjet paper that costs a small fortune, so I’m zoned in on what I want and don’t want to be messed with … 😉

Seriously, if I have a specific and fairly unusual need like you and was treated so well, I’d be singling their praises too! It’s also great to know that employees actually like where they work and take pride in what they do.