Most recently I blew off some steam about a problem my wife and I had with Sears, Nordic Track and a third company whose name I don’t even know. Since then, we visited our newly married daughter and new son-in-law in St. Louis this past weekend and they were sharing their frustration concerning their brand new, inoperative refrigerator that they had bought from– guess where? Sears, of course. And the story was eerily similar.

All this got me to thinking about how it must be that Sears had dropped a refrigerator ball in St. Louis and a tread mill ball in Indianapolis for the same family in the same couple of weeks. And the answer came to me. Somehow, Sears has gotten its SERVICE CULTURE in this area all messed up. I understand that Nordic Track knows more about the machines than Sears does. But the company that SELLS you a product should stand behind it and not pawn it off on a third party delivery partner and then expect the customer to do all the legwork when the product doesn’t work. And Nordic Track needs to work on its service reps’ telephone skills!

(If you have an instance of excellent customer service that you have received from an Indianapolis-area small business, please let Danny know about it at dannyomalia@gmail.com)
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