GREAT SERVICE/NOT SO GREAT SERVICE--NARROWING THE GAP

When it comes to sales and promotions, it may be hard to believe, but I can be a retailer's dream.  When I spot a good promotion, I’m on it. This works really well when I get bargains on things that I enjoy or need. Of course, it doesn’t work so well when there’s a sale on salad dressing, toothpaste—whatever—and I snap up a good buy and later find that I have a cache of expired items cluttering our shelves. But Gap promotions often turn out to be real winners.

In September, I found that I had GapCash to spend. Why? I had spent enough over a specific period of time to earn $125 on a $250 purchase. (See 8/17/16 post, "THE LADY IN THE GRAY SEDAN". I made it to Gap Silver.) 

It was time to see what I could find. I found a great sweater for Cory. And, of course, I dragged Howard to Baby Gap so that we could drool over adorable clothes for our adorable Avery Rose. (She drools, too, but her drooling is a bit soggy.) We found great Fall clothes. And socks—she can never have too many socks. She’s often one sock short when they fall off of those tiny feet. The staff was helpful, pointing out matching items and just being all around nice. When we paid the bill, I asked for the GapCash printout, since I hadn’t used the full amount. Sales associate, Dan, explained that it could only be used one time. Oh, no! I didn’t want Cory’s sweater at regular price; I’m much happier with a discount! When I told Dan that I needed to buy a sweater in the regular Gap, he handed me the printout so that I could use it for the sweater.

We walked over to the Gap. Thomas and Megan manned the cash register and listened as I explained that I wanted to make purchases at both Gap and Baby Gap, and needed to use the GapCash more than once. As it turned out, I didn’t need to explain. Dan had already called and spoken to Thomas, greasing the wheels for me! So, Thomas was ready to help, rather than to nix the second use of the GapCash. He explained that if I wanted to do this in the future, I should make the first purchase without using the GapCash, then go to the next Gap, have the cashier do a return on the original items, then re-ring all items from both stores with the GapCash discount. And that’s exactly what he did.

Baby Gap came through again last weekend, when staffers Liz and Tiffany handled another confusing promotion. I had received a "40% off of a purchase" card in the mail. Sometimes there are exclusions, but on this one, the red edging said “no merchandise exclusions”. One item that we chose was on sale already, but the additional 40% didn’t come off. Liz and Tiffany looked at the offer and realized that “no exclusions" applied to rewards, not to the 40%. But because of the confusion, they overrode the system to allow the discount. Another excellent service experience!

Why are these such great stories? 

1) The staff explained the system to me without making me feel that I had to accommodate to Gap policy. They could make Gap policy work for me.

2) They told me what they could do, not what they couldn’t do.

3) They acted proactively and creatively, rather than hassle me with corporate mumbo jumbo. This created a terrific customer service experience.

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On the other end of the spectrum, I was at work and had to call a health insurer to fix an appeal of a denied medical service. The appeal had been mishandled. During the previous week, I had spoken with a representative who understood and, as with the Gap staff, told me what she was going to do to get it fixed. I called the next week to make sure that the problem had resolved. Unfortunately, I reached a different representative. I explained what I needed in order to verify that the appeal was where it should be. The representative started to tell me why the problem couldn’t be fixed and spouted company policy. I wasn’t interested in company policy and knew exactly what I needed to hear to ensure that all was corrected. What did I do? I walked her through each step by asking very specific questions about the appeal. When she answered the questions, I knew that the problem had been corrected due to the previous representative’s work.

What’s wrong with this scenario?

1) The representative was poised to stand on company policy before she really grasped the issue and the details.

2) I had to walk the representative through the corrective process. I don’t work for her company—she should have been able to do for me what I was doing for her.

3) I don’t care about company policy when it doesn’t apply to a specific situation. I was able to get past that, but not without angst.

So, two very different customer experiences.

Remember that there is usually a way to get past policies that don’t work for the consumer by thinking the problem through and looking at logical and creative solutions. And, if you’re lucky enough to receive the excellent service that I received at the Gap, make sure that you thank the staff and let the company know how good they are. I took the survey that came with the receipt, specifically mentioning these excellent staffers.

So, thanks, Dan, Thomas, Megan, Liz and Tiffany.  As Arnold said, “I’ll be back”.