Comments on: Musician’s Friend Rocks With Great Customer Service http://customersrock.net/2008/01/03/musicians-friend-rocks-with-great-customer-service/ FOCUSING ON CUSTOMERS, THEIR EXPERIENCES, AND HOW BUSINESSES CAN MAKE SURE THEIR CUSTOMER EXPERIENCES ROCK! Fri, 10 Feb 2012 00:13:03 +0000 hourly 1 http://wordpress.org/?v=3.2.1 By: Judie Gustis http://customersrock.net/2008/01/03/musicians-friend-rocks-with-great-customer-service/comment-page-1/#comment-4711 Judie Gustis Mon, 15 Mar 2010 15:54:40 +0000 http://customersrock.wordpress.com/2008/01/03/musicians-friend-rocks-with-great-customer-service/#comment-4711 [...] Musician’s Friend Rocks With Great Customer Service &raquo Customers Rock! - <a href="http://customersrock.net/2008/01/03/musicians-friend-rocks-with-great-customer-service/" rel="nofollow">http://customersrock.net/2008/01/03/musicians-friend-rocks-with-great-customer-service/</a> - http://www.GetShawty.com [...] [...] Musician’s Friend Rocks With Great Customer Service &raquo Customers Rock! – http://customersrock.net/2008/01/03/musicians-friend-rocks-with-great-customer-service/ – http://www.GetShawty.com [...]

]]> By: Becky Carroll http://customersrock.net/2008/01/03/musicians-friend-rocks-with-great-customer-service/comment-page-1/#comment-2063 Becky Carroll Thu, 21 Feb 2008 17:00:11 +0000 http://customersrock.wordpress.com/2008/01/03/musicians-friend-rocks-with-great-customer-service/#comment-2063 Cara, sorry you had such a poor experience. Shows how even companies who have generally good service can be inconsistent - and I have always said that consistency of experience is very important! It was my third customer service agent at Musician's Friend, Brit, that went out of his way to help me. Companies, beware - even if you have great service most of the time, only one or two poor experiences can blow it for your customers, and potentially for your reputation. Cara, sorry you had such a poor experience. Shows how even companies who have generally good service can be inconsistent – and I have always said that consistency of experience is very important! It was my third customer service agent at Musician’s Friend, Brit, that went out of his way to help me.

Companies, beware – even if you have great service most of the time, only one or two poor experiences can blow it for your customers, and potentially for your reputation.

]]> By: Cara http://customersrock.net/2008/01/03/musicians-friend-rocks-with-great-customer-service/comment-page-1/#comment-2072 Cara Wed, 20 Feb 2008 00:52:06 +0000 http://customersrock.wordpress.com/2008/01/03/musicians-friend-rocks-with-great-customer-service/#comment-2072 I just paid what was a lot of money (to me, anyway) for an instrument to be sent to my daughter for Valentine's Day. I ordered it from Musician's Friend. I paid extra for expedited shipping. I AM SO ANGRY! Musician's Friend: 1. Sent the package via USPS parcel post (the cheapest, slowest service possible) rather than FED EX Second Day Air. 2. Sent it to the WRONG PERSON (using my name rather than my daughter's) (And will the mail room at my daughter's dorm figure that out? Fat Chance!) 3. Gave me an invalid tracking number, apparently just making one up. 4. When I asked about the invalid tracking number, said that USPS sometimes just "recycles" tracking numbers. 5. Said that maybe they will give me a refund IF I SEND THE PACKAGE BACK. But I don't have the package! 6. Certainly the opportunity for the once-in-a-lifetime little Valentine's Day surprise is over forever. Be careful when using Musician's Friend. Or find an honest, reliable company. I just paid what was a lot of money (to me, anyway) for an instrument to be
sent to my daughter for Valentine’s Day. I ordered it from Musician’s
Friend. I paid extra for expedited shipping. I AM SO ANGRY!

Musician’s Friend:

1. Sent the package via USPS parcel post (the cheapest, slowest service possible) rather than FED EX Second Day Air.
2. Sent it to the WRONG PERSON (using my name rather than my daughter’s) (And will the mail room at my daughter’s dorm figure that out? Fat Chance!)
3. Gave me an invalid tracking number, apparently just making one up.
4. When I asked about the invalid tracking number, said that USPS sometimes just “recycles” tracking numbers.
5. Said that maybe they will give me a refund IF I SEND THE PACKAGE BACK. But I don’t have the package!
6. Certainly the opportunity for the once-in-a-lifetime little Valentine’s Day surprise is over forever.

Be careful when using Musician’s Friend. Or find an honest, reliable company.

]]> By: Becky Carroll http://customersrock.net/2008/01/03/musicians-friend-rocks-with-great-customer-service/comment-page-1/#comment-2062 Becky Carroll Sat, 19 Jan 2008 04:05:50 +0000 http://customersrock.wordpress.com/2008/01/03/musicians-friend-rocks-with-great-customer-service/#comment-2062 Thanks for adding in your experience. Thanks for adding in your experience.

]]> By: guitar-man23 http://customersrock.net/2008/01/03/musicians-friend-rocks-with-great-customer-service/comment-page-1/#comment-2061 guitar-man23 Sat, 19 Jan 2008 02:03:56 +0000 http://customersrock.wordpress.com/2008/01/03/musicians-friend-rocks-with-great-customer-service/#comment-2061 good tech support but not good enough, horrible info on products!!!! i have to wait 30 days cause i have not got my package cause i did not know they sent it through USPS! i thought it would be UPS, im not going to order from them anymore cause there info on there items are horrible, i even bought a guitar from them, eernie ball steve morse guitar, the color picture they show is not what you get! you may as well go shot at AMS Americas Musicians Supply witch im going to do! im going to send musicians friend package back cause im really upset now! and going to buy from better pros that know how to make musicians have a good shopping experience! I think im done here! good tech support but not good enough, horrible info on products!!!! i have to wait 30 days cause i have not got my package cause i did not know they sent it through USPS! i thought it would be UPS, im not going to order from them anymore cause there info on there items are horrible, i even bought a guitar from them, eernie ball steve morse guitar, the color picture they show is not what you get! you may as well go shot at AMS Americas Musicians Supply witch im going to do! im going to send musicians friend package back cause im really upset now! and going to buy from better pros that know how to make musicians have a good shopping experience! I think im done here!

]]> By: Becky Carroll http://customersrock.net/2008/01/03/musicians-friend-rocks-with-great-customer-service/comment-page-1/#comment-2064 Becky Carroll Tue, 15 Jan 2008 18:59:25 +0000 http://customersrock.wordpress.com/2008/01/03/musicians-friend-rocks-with-great-customer-service/#comment-2064 Jeanne, thanks for adding to the conversation (and great to meet another music lover/musician!). I agree that it is at the "pressure points" where a company's response is most memorable. No company is perfect, as you point out, but they should all have a planned response for what happens when things go wrong - and what they will do to take care of the customer. Rock on, Jeanne! :-) Jeanne, thanks for adding to the conversation (and great to meet another music lover/musician!). I agree that it is at the “pressure points” where a company’s response is most memorable. No company is perfect, as you point out, but they should all have a planned response for what happens when things go wrong – and what they will do to take care of the customer.

Rock on, Jeanne! :-)

]]> By: Jeanne Dininni http://customersrock.net/2008/01/03/musicians-friend-rocks-with-great-customer-service/comment-page-1/#comment-2065 Jeanne Dininni Mon, 14 Jan 2008 20:24:49 +0000 http://customersrock.wordpress.com/2008/01/03/musicians-friend-rocks-with-great-customer-service/#comment-2065 Becky, That's a great story--one that renews one's faith in customer service! We've always received great service from Musician's Friend as well. (There are several musicians in my family!) No matter how good a company may be, there will always be times when something will go wrong; it's what the company does at those times to remedy the problem that shows exactly what it's made of! Jeanne Becky,

That’s a great story–one that renews one’s faith in customer service! We’ve always received great service from Musician’s Friend as well. (There are several musicians in my family!)

No matter how good a company may be, there will always be times when something will go wrong; it’s what the company does at those times to remedy the problem that shows exactly what it’s made of!

Jeanne

]]> By: Becky Carroll http://customersrock.net/2008/01/03/musicians-friend-rocks-with-great-customer-service/comment-page-1/#comment-2066 Becky Carroll Mon, 14 Jan 2008 18:36:42 +0000 http://customersrock.wordpress.com/2008/01/03/musicians-friend-rocks-with-great-customer-service/#comment-2066 Marc, thanks for sharing about MeasuredUp. You have mentioned it before on the blog, and it is a good resource. Thanks again! Brandon, you are right - this is a case of passive vs active support from a company. Doing the right thing may be passive support, but in this case, intervention was needed. Brit supplied that for us! Oh, and Happy New Year to you, too!! Doug, thanks for the info on Musician's Friend and Guitar Center. I didn't realize they were connected. The mom and pop music shop experience can be good or lousy, depending on the store. Our local shop, where my kids take lessons, is OK but not spectacular. We have had much better service through Musician's Friend (and much better prices!). Rock on, Doug! Brit, thanks so much for coming out to the blog to leave your comment! Yes, we had a great time in Hawaii, and my son couldn't wait to get home to play his drums and new cymbals. You really made his Christmas great. Thanks again, Brit. You totally rock!! :-) (PS - I tried to send an email to your supervisor with the address you gave me before Christmas, but it keeps bouncing back. Please email me (becky at petraconsultinggroup dot com) and I will send it on to him so you get kudos for the great job!) Marc, thanks for sharing about MeasuredUp. You have mentioned it before on the blog, and it is a good resource. Thanks again!

Brandon, you are right – this is a case of passive vs active support from a company. Doing the right thing may be passive support, but in this case, intervention was needed. Brit supplied that for us! Oh, and Happy New Year to you, too!!

Doug, thanks for the info on Musician’s Friend and Guitar Center. I didn’t realize they were connected. The mom and pop music shop experience can be good or lousy, depending on the store. Our local shop, where my kids take lessons, is OK but not spectacular. We have had much better service through Musician’s Friend (and much better prices!). Rock on, Doug!

Brit, thanks so much for coming out to the blog to leave your comment! Yes, we had a great time in Hawaii, and my son couldn’t wait to get home to play his drums and new cymbals. You really made his Christmas great. Thanks again, Brit. You totally rock!! :-) (PS – I tried to send an email to your supervisor with the address you gave me before Christmas, but it keeps bouncing back. Please email me (becky at petraconsultinggroup dot com) and I will send it on to him so you get kudos for the great job!)

]]> By: brit http://customersrock.net/2008/01/03/musicians-friend-rocks-with-great-customer-service/comment-page-1/#comment-2067 brit Sun, 06 Jan 2008 15:46:19 +0000 http://customersrock.wordpress.com/2008/01/03/musicians-friend-rocks-with-great-customer-service/#comment-2067 hello becky! i'm glad that your son got his cymbal pack. i had that weekend off, but i had written down your order number and checked back when i came in on xmas eve. i was very pleased when i tracked the package and found that it had been delivered and signed for by you! i hope you guys had a great time in hawaii and it was a pleasure serving you. hello becky! i’m glad that your son got his cymbal pack. i had that weekend off, but i had written down your order number and checked back when i came in on xmas eve. i was very pleased when i tracked the package and found that it had been delivered and signed for by you! i hope you guys had a great time in hawaii and it was a pleasure serving you.

]]> By: Doug Meacham http://customersrock.net/2008/01/03/musicians-friend-rocks-with-great-customer-service/comment-page-1/#comment-2070 Doug Meacham Sun, 06 Jan 2008 01:21:00 +0000 http://customersrock.wordpress.com/2008/01/03/musicians-friend-rocks-with-great-customer-service/#comment-2070 Hey Becky, Great example of how to do it right. Musician's Friend is owned by Guitar Center and I also purchased some drum gear for Christmas. I went to the store with a 20% of coupon on Black Friday. It was good until noon, but the set I wanted was not in stock. I called the call center later in the afternoon and asked if they would honor the coupon even though it was after noon in my time zone. The said "No Problem" and gave me the deal. Music Instrument retail is a relatively high margin business, so that allows them to be more flexible in pricing, but they are also doing business in a highly fragmented industry, still dominated by mom & pop stores where customer experience is everything. I suspect that both are key components of their customer experience recipe. Hey Becky, Great example of how to do it right. Musician’s Friend is owned by Guitar Center and I also purchased some drum gear for Christmas. I went to the store with a 20% of coupon on Black Friday. It was good until noon, but the set I wanted was not in stock. I called the call center later in the afternoon and asked if they would honor the coupon even though it was after noon in my time zone. The said “No Problem” and gave me the deal. Music Instrument retail is a relatively high margin business, so that allows them to be more flexible in pricing, but they are also doing business in a highly fragmented industry, still dominated by mom & pop stores where customer experience is everything. I suspect that both are key components of their customer experience recipe.

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