||[Nov. 1st, 2004|01:20 pm]
So one of the things that I did yesterday was to place a "test" call to the FedEx-Kinko's Branch that Dad will be taking over as manager next week. Since Dad had taught a training class a few weeks ago, he figured that it would be better if I made the call and he would listen in. I made the call at 3:00pm |
Kinko's Team Member: Thank you for calling FedEx Kinko's. How may I help you?
Me: Hi. I have a powerpoint presentation with 30 slides on it. I need 10 colored copies of the presentation.
KTM: Will you be bringing the file into us?
Me: I thought I could email it to you
KTM: Please hold. (places me on hold before I could say anything)
KTM (returning to phone): Yes Sir, you can. The email address is firstname.lastname@example.org. Please direct it to Timm. that is "T", "I", "M","M". Make sure you put 2 "M"s in the heading or he will be upset.
Me: Ok. and how much will that be?
KTM: Please hold. (places me on hold again before I could say anything)
KTM (returning to phone): Ok, Sir, that'll be $xxx, when do you need it by
Me: I was hoping to pick it up today, say around 7pm?
KTM: Well, Sir, I am fixing to leave here at 4:00 and there will only be 1 team member here, so we cant have it done for you until 9:00pm at the earliest.
Me: It takes you 6 hours to take an email file, send it to the printer and print the presentation?
KTM: Hold Please! (again places me on hold)
KTM: Sir, 9:00 would be the earliest
Me: Ok, and how much did you say it would be again?
KTM: $xxx Sir
Me: Oh, since this is a large project, other stores usually give me some type of discount.
KTM: Sir, I am not authorized to give you a discount. that would be up to the store manager and he wont be in until next Monday
Me: But I need the presentation for a meeting in the morning. Is there an assistant manager there that I could talk to?
KTM: Sir, he is with a customer right now.
Me: Is he able to authorize a discount? I have dealt with 2 other stores in the area in the past, and they have always given me some type of discount
KTM: Please hold!
KTM: Sir, he will not authorize a discount for you since you have not used us before. He suggests you take your presentation to the other Kinko stores you have used before.
Me: Ok thank you
Now, I know why this store is in the bottom quartile of FedEx-Kinkos. Dad is going to have his work cut out for him. He is moving from a Top-100 store (where he is an assistant manager) to a bottom-100 store in the company as a manager. I see fun times ahead