Comments on: Sports Authority Needs to Honor Its Coupons, Even if it Costs Them a Penny

By: Lee

Lee — Fri, 27 Nov 2009 06:14:44 +0000

Wow! The Power and reach of the blogosphere. Great post. It caught my eye after stopping by due to the sports post. I being the sports guru..I mean a fan of sports, I had to read it. Turns out I’m glad I did. And kudos to Mike for making it right by apologizing. Seriously though a penny? I worked in retail for several yrs. winding my way through life. I so enjoyed it! Never a dull moment. But I can’t recall ever haggling over a mere penny or the likes. Customer is always right. At least according to Wally’s World. Even though that is not true in life, it is in a business sense. I hope that cashier learns a lesson from this.
Thanks Laura, I enjoy your blog.
regards, Lee

By: Lee

Lee — Fri, 27 Nov 2009 06:14:00 +0000

By: Laura

Laura — Wed, 25 Nov 2009 22:14:19 +0000

Hey all,

Here’s an addendum to my post:

The customer service manager for Sports Authority left a comment on my blog soon after this post went live, requesting that I call him (I have removed his comment because he probably didn’t want his phone number being broadcast to the world).

I just talked with him. He apologized on behalf of the store associate and said he’d be talking with the store manager to assure them that there is, indeed, some wiggle room with their coupons.

The customer service manager took steps to make it right, and I greatly appreciate that.

This case is a real-time demonstration of the power of social media. The customer service manager likely has a Google alert or some other method of tracking Internet mentions of Sports Authority. When he discovered a customer with a complaint (who was blabbing about it on her blog), he took immediate action to rectify the situation. That’s good customer service, and in my mind, it more than makes up for the sale’s associate’s oversight.