Exemplary customer service from Helen Oster at Adorama
Mar 12, 2016 07:50:20 #
Yes, Helen has been helpful here many times. She has a colleague, who's name escapes me, who has also helped me.
Mar 12, 2016 08:14:21 #
Mar 12, 2016 08:45:19 #
I took a business class one time and one huge point I recall is the statement: Many businesses fail because they spend more time and effort trying to get new customers than in keeping the customers they have. We all experience the sense of neglect from businesses from time to time - and it would be so easy for a business like Adorama (and the other stores who also get rave reviews here) to ignore their existing customers - because after all, how often do we buy a $1,500 lens? But it is so great that they understand the importance of keeping a satisfied customer base. And in these days of social media, word-of-mouth advertising is SO powerful.
This post doesn't surprise me, though. Customers of Adorama do have problems like this from time to time, but they almost always report that the problem was resolved reasonably quickly to their satisfaction. Thanks, Helen.
This post doesn't surprise me, though. Customers of Adorama do have problems like this from time to time, but they almost always report that the problem was resolved reasonably quickly to their satisfaction. Thanks, Helen.
Mar 12, 2016 08:56:55 #
Do you believe mistakes can happen?
sueyeisert wrote:
She did a terrific job. Why was the original lens sent to you in the first place that's what would bother me.
Mar 12, 2016 09:00:26 #
sueyeisert wrote:
She did a terrific job. Why was the original lens sent to you in the first place that's what would bother me.
Sue, a great point. I was very upset. My salesperson said "it was a one in a million". I was indeed ready to jump ship but Helen's extraordinary treatment turned me around.
Mar 12, 2016 09:02:33 #
al davis wrote:
I also have very high praise for Helen's customer ... (show quote)
That's a great story, too. Glad you were also so well served.
Mar 12, 2016 09:02:56 #
jerryc41 wrote:
Yes, Helen has been helpful here many times. She has a colleague, who's name escapes me, who has also helped me.
:thumbup:
Mar 12, 2016 09:06:13 #
sb wrote:
I took a business class one time and one huge poin... (show quote)
SB, you are so right. I recall from business that it costs 3 x more to get a new customer than to keep one. In today's social media world, if you keep your customers happy, THEY will get you new ones. Thank you for the thoughtful post.
Mar 12, 2016 09:09:32 #
sr71 wrote:
Do you believe mistakes can happen?
I think issues are bound to arise. It is the way an organization resolves them that determines how good they are, in my mind. Thanks for the question. It does cause pause.
Mar 12, 2016 10:00:26 #
Rongnongno wrote:
It is great to recognize Helen's work, I have seen many complimentary threads on her inter-action with folks here...
But...
Have you (and all the others that is) ever considered contacting her boss to report how valuable her help is toward retaining clients and solving problems? That could mean a promotion for her... Or a better pay check, who knows?
But...
Have you (and all the others that is) ever considered contacting her boss to report how valuable her help is toward retaining clients and solving problems? That could mean a promotion for her... Or a better pay check, who knows?
Yup, a promotion, pay raise, new office, new position and we never hear from her again....... :-(
Mar 12, 2016 10:06:13 #
I am in the market for a new camera. I live "near" Adorama and could go there. Do you have an email for Helen Oster? Thanks and best. Steve Steinberg
Mar 12, 2016 11:55:10 #
EAM
Loc: Milwaukee W
I just ordered a Fujifilm lens from Adorama yesterday. I hope it arrives and is what I ordered. If not I know who to contact. Thanks for this upbeat story! Have a great shoot.
Mar 12, 2016 12:26:30 #
Steve S wrote:
I am in the market for a new camera. I live "near" Adorama and could go there. Do you have an email for Helen Oster? Thanks and best. Steve Steinberg
Yes, it is helen@adorama.com. Enjoy!
Mar 12, 2016 12:26:59 #
EAM wrote:
I just ordered a Fujifilm lens from Adorama yesterday. I hope it arrives and is what I ordered. If not I know who to contact. Thanks for this upbeat story! Have a great shoot.
Enjoy your new lens!
Mar 12, 2016 12:38:15 #
Rongnongno wrote:
It is great to recognize Helen's work, I have seen many complimentary threads on her inter-action with folks here...
But...
Have you (and all the others that is) ever considered contacting her boss to report how valuable her help is toward retaining clients and solving problems? That could mean a promotion for her... Or a better pay check, who knows?
But...
Have you (and all the others that is) ever considered contacting her boss to report how valuable her help is toward retaining clients and solving problems? That could mean a promotion for her... Or a better pay check, who knows?
Good idea! But my first thought was "Why would Adorama send out a smuged lens with no warranty card like that in the first place?"
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