Update: Verizon wrote back to me, and they were nice
Last week I wrote a blog post with four suggestions on how to make the Verizon Wireless in-store customer experience a better one. I also reposted this blog post on the forums on The Verge, a great technology website designed by an equally great agency!
I cheekily wrote the post in the form of a letter, starting it off with ‘Dear Verizon’. It was only a matter of days until I got a LinkedIn request from Brenda Raney, Verzion Wireless’s Executive Director of Corporate Communications. I do wonder why she reached out via LinkedIn but that doesn’t bother me in the least bit.
The letter was very nice and apologetic. She offered for me to make a return trip to a Verizon store so that they could show me that “the Verizon Wireless customer experience in which [they] take great pride, includes many of the points [I] mentioned.”
She also requested the date and time of my visit so that they could make sure the employees were properly trained and educated. To this I was hesitant, but she reassured me that my post would not be cause for reprimand:
if you observed this behavior, others may not see it but they certainly experience it which is why we would like the date and time. It may be we have some new employees who need to be mentored by more senior people so these kinds of things don’t happen again. I assure you no one will get in trouble if you are thinking we are going to dismiss someone over what you wrote. Very few people get up in the morning and make a decision to do a bad job. They may make a mistake which is why training is always our first step unless someone has exhibited consistent bad behavior, but that doesn’t sound like the case here.
I don’t retract my advice yet (I’d have to see it to believe that this was just a bad day/store), but I do appreciate VZW’s fast, personal response to public criticism. I still plan on upgrading to a new phone soon and while initially I was just going to buy it online, maybe I will take the trip back to the Verizon store.
So thank you Brenda. I appreciate you responding, because a response I did not expect.