kick4fun, I appreciate the reasonableness of your stance here. This thread has exhibited the passion college football can bring out in people and you are trying to detach yourself from that. Congratulations.
I certainly don't know the details of your dealings with the DirecTV booth guy but it sounds like he needed to learn one of my favorite truisms as a salesman, and one of the few I wrote. Most I stole:
You can never win an argument with a customer.
Even if you win the argument, you lose the customer. It sounds like he lost both.
I have to admit it took me a couple of years as a neophyte salesman to learn the truth of this phrase. Again, I don't know the situation but could you write it off to his being young and stupid?
I have been a loyal DIRECTV customer for more than six years. I am
writing this letter to share a disturbing experience with a DIRECTV
employee over the weekend.
On Saturday, August 11th, I attended the Bohemian Nights festival in
downtown Fort Collins, Colorado. As you may be aware, this is a large
event with hundreds of booths and more than 100,000 attendees.
DIRECTV had two booths at this event. I stopped by one of your booths
(at Remington Street and Mountain Ave.) to inquire about the upcoming
Pac 12 networks and whether or not DIRECTV was planning on carrying
the PAC 12 networks.
When I asked one of your employees about the network, he immediately
took on a condescending attitude and told me he's been watching the
network for two years. I assumed there was a misunderstanding and
explained that the PAC 12 network was launching this week. He then
said, "what do I know, I'm just an employee". He also accused me of
calling him a liar. It culminated in him yelling at me to "get the
F... out of my booth.” At this point, I was very frustrated and did
indeed leave the booth, mostly shaking my head that he got so heated
because I questioned that perhaps he was uninformed about the PAC12
A few hours later I had to return to the festival to pick up my wife,
who was volunteering. I brought with me a printout about the PAC12
network, with the intent of giving him the correct information. When
I handed him the paper, he wadded it up and threw it at my six year
old daughter and shouted again for me to” get the F... out”.
This interaction was so clearly aggressive and inappropriate that it
scared my daughter and frankly me. His entire reaction was so out of
proportion to the situation that I left immediately in the interest of
safety for my family.
After this interaction I went to the DIRECTV booth located on Matthew
Street. I spoke to them about what had just occurred, they apologized
and said they were not affiliated with the first DIRECTV booth. They
also answered my questions about the PAC12 network. There was a stark
contrast of customer service between the two booths; I truly hope this
was an isolated incident.
Let me start by saying I love DIRECTV as a product and have no
intention of leaving, but this sort of customer service needs to be
addressed. Why would a hothead be representing DIRECTV like that?
Even if I was wrong about channel lineups and such, why not discuss
the issue with me rather than take a tone of defensiveness and anger?
I thought you would like to know there are people like the one
mentioned who are representing DIRECTV.