After more than a week, the Apple still tastes bad
August 21st, 2019
Bob Seger said it best in his song Feel Like a Number because I feel like a number... like a tiny blade of grass in a great big field. Later in the song, he talks about “to Ma Bell I’m just another phone” and also mentions that “to the IRS he’s just another file” in other words he is insignificant, almost invisible. Trust me, I know exactly how he feels. More than a week ago, I had a very disappointing experience with Apple. For those that read the blog, I will not go into the details. If you missed it, shame on you, but you can read it here.
Clearly, more than a week has gone by and it’s still bothering me. Fear not, this is not another diatribe against one of the world’s largest, most successful companies. It is more about why this whole thing bothers me so much. When the issue with the battery recall happened and I felt as if I was forced to buy a new computer, I sent out an email to Apple. That same day, I tweeted out something less than flattering about how I felt about the organization and tagged them in it. In the middle of last week, they sent out a survey about my in-store experience and asked if I would like to be contacted by a member of their team. Of course, I replied that I would. Suffice it to say that the silence from Cupertino (Apple’s World Headquarters) has been deafening. Not one response on any platform, no emails, no calls, not even a tweet telling me to get lost — nothing, nada, zip, zilch, just dead silence. Apparently, when you are one of the world’s top 10 companies with the highest net worth, you don’t care about customers like me.
FUN Enterprises, Inc. is not on that list and not on the New York Stock Exchange. We are not a global conglomerate that sells and/or manufactures our wares in every corner of the globe. Presidents don’t ask to have dinner with our CEO, and we are never featured in the business sections of newspapers and magazines nor on the nightly news. Where I feel we are different, and I must say, way better than Apple, is in the way we treat our clients. We want everyone that works with us to be happy. One principle that we talk about in our office is under promise and over deliver. Here at FUN, we don’t make false promises. We are honest and transparent with our clients and that doesn’t change after we are paid, or if something doesn’t go as planned. Have we achieved that 100% satisfaction rating? No, absolutely not. Like every other organization in this world we have our misses. Cars breakdown, equipment fails, staff don’t leave enough time to get to jobs and arrive late, trucks flip on highways, vendors fail to deliver when they say they will and of course, when she wants to be, Mother Nature can be a cranky woman.
When things don’t go well, we are often at our best. Our staff will work together to find creative solutions. If we know that a situation is not going to go smoothly, we try and address it as soon as we are made aware there is a problem. Many times, these solutions have cost us money, but if the client is happy, we are okay with that. Doing business this way means I will never be rich, but I can look in the mirror every morning and be okay with the person I am looking at. Somethings are more important than money.
There were two things about the Apple situation that frustrated me because they were not handled that way that Fun would have handled them. First, their employees were not put in a position to succeed. They were not given information or the tools to make their clients happy. At FUN, we try and provide our staff with the tools and support they need to make the situation better and our clients happy. Second, Apple is still totally unresponsive. For us, jobs where we have a problem are the first ones that we deal with. Our first question, after determining what happened, is what, if anything, can we do to make this better. Some situations can’t be fixed and on occasion we lose clients, but sometimes simply asking what we can do to help is enough to make the client happy. Other times, a refund or credit on a future job is necessary to make things right. It is my sincere hope that nobody ever feels like we just didn’t care. Truly, feeling like just a number doesn’t feel good.
Perhaps I will get the call from Apple this week. Maybe an email will come my way. There is even a possibility that I will be sent a response to my tweet with an invitation to connect with them through direct message, but somehow, I doubt it. Yep, like Bob Seger said, I am just another statistic on a sheet. At FUN Enterprises, we work hard so you will never feel like just a number.
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