Last week, I was preparing my laptop for the marketing videos on my website.  It was new to me, but I felt certain that with persistence, I could figure it out.  There was a glitch with the microphone or the laptop because the audio sound was poor.  I turned the volume up on both and it still was not working.  So, I decided to make a few calls before running out and buying a new microphone.

    My first call was to a large office store franchise that I figured could give me a quick answer on whether they sold microphones.  The phone rang, and rang, and rang until finally...an automated voice answered.  Then the long list of choices on which button to push to get to an actual live person.  "Hello, how may I direct your call?" I said, "I was wondering if you sell microphones in your store"  Long pause, "Please hold"  Five minutes later a male voice answered, "Hello?" I asked again "I was wondering if you sell microphones in your store"  Long pause, "Just a minute" he said.  I waited another ten minutes and during that time, he picked up the phone 3 times to try and make an outgoing call - forgetting that I was on hold and the reason for my call.  The last time he picked up the phone, he hung up on me.

     So, I tried another local office chain store that is new and has a bigger name.  Same drill!  But this time I waited longer and when the operator got back on the phone after forgetting I was even there, she took a message and said someone would have to call me back later - they were too busy to answer my question.  They never returned my call.

     I remembered a small computer service company where I had taken my laptop for service last year.  Maybe I could simply call and ask them a question about the volume on the laptop and microphone to see if I even need to buy a new one.  The phone rang once and was answered.  I said, "Hi, this is Lori Jarrett.  You guys helped me with my laptop last year, I'm not sure if you remember me."  She said, "Of course, Lori. How are you?"  Wow, what a relief.  "I'm having some trouble with the volume on my laptop and I wanted to see if I could ask Jerry a quick question." 
"Sure, I'll get him for you."

     Jerry answered the phone immediately.  I described my situation with the laptop and he told me, without hesitation, all I had to do was right click on the volume and change the input level for the microphone.  No need to buy anything or bring my laptop in for service.  

     Where do you think I'll take my computer for service the next time it's needed?  

     Small businesses with quality customer service will thrive during this economic recovery because the bottom line is people want to be recognized, appreciated and heard.  If I had gone into either of the large chain stores looking for a microphone, I guarantee they would not have asked me questions to solve my problem.  They would only sell me something that I neither wanted or needed just so they could meet their quota for the month.  All I was looking for was information to make a good decision.

     It's simple, if we care and listen to the people we serve, they will come back and refer their friends and family.  A dose of kindness goes a long way!