Monday, October 27, 2014

A late night chat with Sharon

I'm not sure what went wrong here, but when I approached Sci-Fleet about a new VX Landcruiser for my father in law, Sharon really didn't help me at all....

"Sharon: Hello, thanks for contacting Sci Fleet Motors. My name is Sharon, may I have your name?
System: The visitor has returned to the chat.
Visitor: Mick
Sharon: Hi Mick. How may I help you?
Visitor: I have noticed that there a few vehicles with red spot savings on them or whatever. I am looking at buyin a VX Landcruiser. Do they currently have any promotions on?
Sharon: Alright. Before we proceed, may I have your phone number and email to better assist you?
Visitor: 0403876577
Sharon: Thanks Mick. Which location is more convenient. Albion, Kedron or Taringa?
Visitor: Albion
Sharon: Okay. How soon are you looking to make a decision?
Visitor: Quickly
Sharon: Great. One of our Consultants can help with this. Would you like me to have them contact you?
Visitor: Yes
Sharon: Okay. I have sent your information to our office, and you will be contacted as soon as possible. Is there anything else I can help you with?
Visitor: Well technically you didn't really help me. In fact your answers were so benign I assume you may be a bot
Visitor: Nothing personal
Sharon: I am a real person Mick.
Visitor: So can you tell me if there are any promotions on the VX Landcruiser? That was my original question
Sharon: Here is a link to our weekly specials:
Visitor: So no is the answer
Sharon: Are you interested in a new or used vehicle?
Visitor: Yes
Sharon: Do you want to buy a new VX Landcruiser?
Visitor: That depends if there are any specials on
Sharon: Here is a link to our new vehicle inventory:
Visitor: A VX Sharon
Sharon: Alright. Our inventory is constantly changing. I recommend you speak with one of our Consultants who can confirm we have what you’re looking for in stock.
Visitor: So you are telling me you can't find a VX in stock even though you and I are both people and I just found 3?
Visitor: I think you're pulling my leg sharon
Sharon: I apologize, I don't have access to inventory. I recommend you speak with one of our Consultants who can review your request.
Sharon: I can provide this link but confirmation will be provided by the consultant
Sharon: Is there anything else I can help you with?
Visitor: Perhaps as part of quality management you could suggest to your supervisor to have access to inventory, because really, this didn't go well. You didn't really help me any more than I could help myself. The only result is you now have the email and phone number of a disappointed potential customer. Look for my blog covering this CRM experience soon. I know it's not your fault sharon, but really, after this chat all I've done is burn time I could have spent with my kids.
Sharon: Okay. I’ll include this as a query with the rest of your details.
Visitor: Sorry, my typing suffers when I'm having a rant. :D
Visitor: Thanks for your help Sharon. Have a great night.
Sharon: Alright. You are welcome. Thank you for contacting Sci-Fleet Motors.
System: The chat session has ended.

So which is it Sharon? Do you have access to inventory or not? Because you said you didn't but you sent me a link to inventory.... for the wrong vehicle. 

Seriously, CRM doesn't work if you don't give the customer any thing in return. It's even worse if they give you bad information. You've made me feel cheap Sharon. Cheap! I know you have my number but I bet it wont be you who gives me a call. 


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