Taking the Gliss
Hello Silent Gliss teamAs someone with years of work in the media behind me, I've come across many customer service stories, and I always like to look back on the previous year and award my customer service awards. This year, I'm very excited to announce that despite some extreme high incomptence from other contenders, Silent Gliss has earnt my Worst Customer Service Award for 2009. This is a tale that starts in the 'dark ages', which is the period of time that started when a rather large waterfall window blind broke and has remained covering the window ever since. I can't remember when I first contacted Silent Gliss about it, but if I'd have known how long it would remain uncared for, I would have marked the day in my diary so that we could all have some kind of annual celebration - maybe even a candlelight vigil (which would have been helpful even during the day as the blind kept it's 24 hour promise of blocking out the sun). It may have been 7 months ago maybe more, but once the days turned into weeks and the weeks into months, memories became a bit blurry. I spoke to your very friendly and helpful WA representative (Robert Pitt) way back then when he was much younger than today, and along the way he's been nothing but pro-active and sympathetic to my plight. Unfortunately his enthusiasm and compassion doesn't seem to flow down to those who wield the real power - the ones who can actually fix my blind. Having been directed by Robert to contact a certain dealer who could help, I phoned them with hope in my heart that one day I may be able to see my courtyard again without actually stepping out into it. Details were taken, numbers were exchanged, I even agreed to pay an $80 fee for the hassle of them popping a few minutes down the road to have a look. Promises were made that I would be contacted by the very man who would pop round to claim his 80 bucks (and hopefully let me know how much more it would cost to fix) once he was available. Days passed. Nothing. Weeks passed. Nothing. It may have seemed a bit rude and forward of me but I decided to phone again. It was a mystery to all that I hadn't been contacted, but was assured that this time he would. A few more weeks passed, and being the crazy, spontaneous thing that I am, impatience got the better of me, and I phoned again. Lucky I did, because apparently the mystery man/employee had fallen off a ladder and was in hospital (or at home watching Oprah) but they would get 'another guy' to contact me this time. How fortunate was I that there were actually 2 people who (allegedly) could come out and quote and fix Silent Gliss blinds?! Unfortunately....and I'm only guessing here...it seems he also fell off the same ladder and was in hospital (or at home watching Oprah)...as he too never made the magic phonecall. I waited a few weeks before giving up just in case I was being over hasty. So back on the phone to Robert. He seemed a nice man and keen to help. I was in luck, and he wanted to make things right so he took my details and made sure that someone else would get in touch. I waited patiently by the phone. I slept with it, I ran with it, I swam with it, but the call never came. So back on the phone to Robert again. He still seemed a nice man, and still seemed keen to help. A man of action, and of his word, he promised me that someone would contact me within the hour to arrange an appointment. AND THEY DID! The champagne was on ice, the party poppers ready to pop, and I'd even planned a special celebratory dance for the moment the guy turned up. I got so excited that I drank the champers, popped the poppers and danced the dance before he got to my place, but I'm pretty sure he could still tell I was happy when he turned up. The blind was suddenly a focus for all sorts of blind-prodding and measuring action. At one point, I'm quite sure I may have even lifted it to peep behind to see what the future would hold. Bold statements were made - emails were going to be sent and phonecalls made to Sydney to cost up the price of bringing this thing back to life. All sorts of bits and pieces would be needed, but the light was at the end of the tunnel...and maybe even just behind the blind. But alas, the bubbly, bangers and bopping were all a wee bit premature. That was back on October 6. Shortly I will commemorate the 4 month passing of that day. I'm thinking I might have a blind-burning ceremony. It will be a silent protest. But with a heavy emphasis on the capital S of Silent. I have also noticed that you may want to rearrange the letters of Silent Gliss, as they spell I Sell Stings. It only makes a bit of sense, but it gave me something to do on the laptop when I used the screen to light the room while waiting for your next call. I also kinda liked Giltless Sin, but I didn't want you to think I was being sloppy with my spelling. Finally let me just make some adjustments to some of the statements on your website (my adjustments in italic)At Silent Gliss, we believe in offering our customers the highest level of customer service and support (we believe in the offering of it, not the actual doing of it) All Silent Gliss products are available through our selected group of dealers who can assist you with your enquiries (as long as it's not to do with one of our products. Maybe just ask for the time, or the capital of Italy or something)
And by the way, if you want me to pop down the road with your award, it'll cost you $80.Cheers.Matt Hale
As the leading global supplier of curtain tracks and blinds, Silent Gliss is committed to serving the requirements of the upper end of the window treatment market. This represents customers who rightly expect the very best in terms of quality, design, technology, service and individuality, and are prepared to grow a ZZtop style beard waiting for it.
At the very heart of our core competences is innovation, inspired and driven by customers' wishes. These wishes will be granted by a genie in a bottle if you are lucky enough to find it.
Expecting the best includes excellent service. Our Customer Service Team and Dealer Network provide an extensive range of services including technical advice, fitting and maintenance, lethargy, procrastination and time travel.
Silent Gliss has always been a pioneer, with all of the risks and opportunities this brings.
We have used our opportunities well, growing steadily now for more than 50 years. And in another 50 years, we feel we may even be ready to fix Matt's blind.Congratulations Silent Gliss on your award. You really have been quite rubbish.And by the way, if you want me to pop down the road with your award, it'll cost you $80.Cheers.Matt Hale
