{"id":322254,"date":"2019-09-17T16:13:00","date_gmt":"2019-09-17T20:13:00","guid":{"rendered":"https:\/\/admin.rushlimbaugh.com\/?p=322254"},"modified":"2019-09-19T17:22:51","modified_gmt":"2019-09-19T21:22:51","slug":"totallee-phone-cases-has-the-kind-of-customer-service-we-strive-for-here","status":"publish","type":"post","link":"https:\/\/admin.rushlimbaugh.com\/daily\/2019\/09\/17\/totallee-phone-cases-has-the-kind-of-customer-service-we-strive-for-here\/","title":{"rendered":"Totallee Phone Cases Has the Kind of Customer Service We Strive For Here"},"content":{"rendered":"

RUSH: I talk all the time about our RushLimbaugh.com store and how we focus on customer service. I think it\u2019s the most fundamental aspect of online business because it is where you have the opportunity for direct contact with customers. We have people that write us in customer service thanking us. And we get some people who have problems. And how you deal with both is crucial.<\/p>\n

\"\"<\/a><\/p>\n

And I had a problem that I ran into. I did some online shopping earlier, I think it was over the weekend, you know, the new iPhones are coming and I need some new cases. And there\u2019s a company out there that makes really thin but very good, clear cases for iPhones. And the new ones start delivering on Friday. The iPhone 11, the iPhone 11 Pro, the Pro Max. And so I wanted to go in and get some of these things.<\/p>\n

This website gives you shipping options, and I chose the address that I wanted these things shipped to and I only then found out I chose an address that they don\u2019t ship to or that I don\u2019t receive mail from. We don\u2019t get U.S. Postal Service mail, and I didn\u2019t know this. So I got an order coming that they\u2019re gonna send to an address that\u2019s not gonna get delivered. It\u2019s gonna get sent back to \u2019em. So I went in and I ordered again and changed the address, because they didn\u2019t specify how they ship it first, so I took a flier.<\/p>\n

Then I sent \u2019em a note and I said, “Look, I\u2019m sorry. You need to cancel the first order \u2019cause it\u2019s not gonna get delivered.” And they got back to me in, like, two minutes. And they told me, “Go ahead. Don\u2019t worry about anything. If the first order doesn\u2019t make it, it will be returned, and everything\u2019s fine.” I said, “But there\u2019s a chance we\u2019re gonna be able to find it. You need to charge me for it.” “Don\u2019t worry about it! We\u2019ll handle everything on this end.” So I ended up getting both orders, but I had only paid for one.<\/p>\n

So I sent them a note yesterday and I said, “Look, I ended up getting both of these things, and you need to charge me for the second one.” They said, “Don\u2019t worry about it.” Now, I think they\u2019re gonna charge me. It was the most pleasant customer service experience I have ever had had with anybody. (chuckles) Well, Mike\u2019s Cigars down in Miami, they are great too, and there\u2019s some others. Spigen was good. This company was Totallee — t-o-t-a-l-l-e-e<\/a> — and what people like about their cases is they\u2019re not branded.<\/p>\n

You put the case on the phone, and it doesn\u2019t say “Totallee” anywhere. It\u2019s virgin. All you see is the phone. The reason people like clear cases is because you don\u2019t hide the “beautiful design,” quote-unquote, of the phone. But I was dealing with two different customer service women, and they were just great. (chuckles) It made me want to buy more. This is the great thing about customer service. These people were instant. They were fast. Even on a weekend when one of them told me, “Our office is closed but we saw your order; we wanted to make sure that it was handled properly.”<\/p>\n

\"\"<\/a><\/p>\n

So I ended up getting both of them, and I\u2019ve begged them to charge me for the one that I didn\u2019t think would be delivered. Now, I had occasion to have to deal with customer service for another entity yesterday. It was a disaster, and it\u2019s still unresolved — and I spent six hours. Six hours! You know, if you have iMessage on your phone, some companies have turned on what\u2019s called Business Chat where instead of calling… I can\u2019t call people \u2019cause I can\u2019t hear them well enough on the phone.<\/p>\n

So Business Chat on iMessage is a way to talk to customer service. Six hours! It wasn\u2019t steady \u2019cause it\u2019s message. I wasn\u2019t holding the phone to my ear. Six hours. “I\u2019m sorry, sir. We have no information for you. Your account is under review.” “Well, what is under review about it?” “Well, I\u2019m sorry, I\u2019m not at liberty to say.” I say, “I think I know what\u2019s going on…” “Sir, I\u2019m sorry. We can\u2019t take any input from you. You\u2019re under review. You\u2019ll get a notification if and when — if and when — it\u2019s decided that we\u2019re gonna reactivate your…”<\/p>\n

What the hell is this? And then I got an email today from that outfit asking me to rate my experience with \u2019em. I unloaded — and I never do this. I always praise everyone. You get these online surveys. I take them, and most of the time my feedback is just positive and through the roof. This one I just unloaded. I said, “Six hours, no resolution.” “Was your experience with our online specialist productive?” “Well, it was productive. The guy wasn\u2019t…” I don\u2019t even know it was a guy. “They weren\u2019t haughty or any of that.<\/p>\n

“They just didn\u2019t have any information, and they didn\u2019t have any urgency and so forth, and it\u2019s still unresolved.” (interruption) No, I\u2019m not gonna mention the name of that company. (chuckling) They\u2019re asking, “Who is it? Who…?” Nope. Nope. Nope. I don\u2019t play the game that way. I\u2019ll be happy to praise the people that are great, but I\u2019m not gonna… That would be the cheap way out to call \u2019em out publicly, \u2019cause it\u2019s gonna get resolved. And then Snerdley says, “Do they know who you are?” I don\u2019t know if they know who I am or not. I have no clue.<\/p>\n

And then again, the thing last night, they might know who I am and might be doing this on purpose because of politics. It\u2019s entirely possible that my account\u2019s purposely screwed up because a bunch of liberals are at this outfit. So, anyway, one other thing about… (interruption) No, Totallee. It\u2019s t-o-t-a-l-l-e-e. Here. It\u2019s what\u2019s on my phone right now. This case has been on since this phone came out last September, and it protects the phone and all that, and they\u2019re just… (interruption)<\/p>\n

Well, they don\u2019t use their real names at customer service. You hide the identity. But these people were going as “Margaret” and “Diane.” They were just nice, and this is what we strive for at RushLimbaugh.com. It was good for me to have this experience because it made me want to buy more at this place. It made me to — I don\u2019t know — reward them or acknowledge them, \u2019cause they went out of their way to make sure that — and it was my bad. I had entered an incorrect address.<\/p>\n

But it was because I didn\u2019t know how they ship. If I had known they used the postal service, I would have given an address that we use. So they accommodated my mistake and acted like, “Don\u2019t worry about it. We\u2019ll take care of it.” I\u2019m also mentioning to make sure they charge me for that first order that they said, “Don\u2019t worry about it. It will be returned to us,” and it has been. I ended up getting both.<\/p>\n

BREAK TRANSCRIPT<\/p>\n

RUSH: Springfield, Illinois. Bob, I\u2019m glad you called, sir. Welcome to the program.<\/p>\n

CALLER: Rush, longtime listener since \u201988.<\/p>\n

RUSH: Great to have you with us. I\u2019m honored. You\u2019re a lifer.<\/p>\n

CALLER: Yes, I am, and the two greatest radio voices in my lifetime have been you and Paul Harvey.<\/p>\n

RUSH: Paul Harvey, good day.<\/p>\n

CALLER: Yes, sir. I\u2019ll get to the point. You spoke earlier at the beginning of the show about customer service. I just wanted to relate to you what I experienced yesterday with your store. I ordered the royal blue Betsy Ross shirt.<\/p>\n

RUSH: Stand Up for Betsy Ross shirt, yes, royal blue, brand-new entry.<\/p>\n

CALLER: The very first day it was available, and it was scheduled for delivery last Thursday, and I tracked it, and on Thursday I got a notice that it went to the post office in Quincy, Illinois, instead of Springfield, and then I got a notice in the evening that it had been returned to sender because it was deemed undeliverable. So that evening I typed a message to your customer service and explained that to \u2019em, and within the next morning, on Friday morning, I had a response. I don\u2019t know if I can mention his first name —<\/p>\n

RUSH: Go ahead. Go ahead and mention the first name.<\/p>\n

CALLER: Dean.<\/p>\n

RUSH: Dean!<\/p>\n

CALLER: At the store.<\/p>\n

RUSH: Yeah, Dean\u2019s one of the best.<\/p>\n

CALLER: And he responded, \u201cDon\u2019t worry about the \u2013” \u2019cause in my response to \u2019em initially, I said it\u2019s going to be returned to your store. I gave \u2019em a copy of what I got from the post office and said, \u201cWhen it gets back to you if we can do it again because I know my address is right because I bought other things from your store.\u201d<\/p>\n

So, anyway, he says don\u2019t worry about it, we\u2019re sending you out a new shirt right now today, and we\u2019ll take care of it. Then on Saturday in my delivery, my first shirt did show up. They apparently on the return system somewhere determined it needed to come back to Springfield, which it did —<\/p>\n

RUSH: That\u2019s because we raised a little hell out there. Dean does a lot. So you ended up getting both orders is the point, right?<\/p>\n

CALLER: Yeah.<\/p>\n

RUSH: Right.<\/p>\n

CALLER: And so I responded last night, \u201cHow do I get this other shirt back to you because I know they\u2019re in big demand and I got my first shirt so I\u2019m happy.\u201d And Dean responded back to me this morning, \u201cDon\u2019t worry about it, we got it covered. Hand it to somebody that could enjoy it.\u201d<\/p>\n

RUSH: It\u2019s exactly what we do. If Dean had told you to go ahead and send it back we would have had a conversation with Dean today.<\/p>\n

CALLER: (laughing)<\/p>\n

\"\"<\/a>RUSH: (laughing) Dean was supposed to tell you to keep it, that\u2019s exactly right. I tell you, I\u2019m glad to hear this. I really do, having been into this now for — customer service is the greatest link that you have. That\u2019s why I love online. I love having the opportunity to have a relationship with every customer that way, like we did with you.<\/p>\n

And the experience I had in my own circumstance with the iPhone cases and that company Totallee, it just reinforced how important it is. When I finished dealing with them, I wanted to go in and keep buying in gratitude to them for being so easy to work with and accommodating. ‘Cause you might say, “Rush, why are you praising people for just doing their jobs?”<\/p>\n

It\u2019s a great question. Apparently, because a lot of places don\u2019t just do the job. Sometimes getting hold of customer service is a real pain. So I appreciate that, Bob, and I\u2019m glad you were able to get in and share the story with us. Now, I took the call now so that it wasn\u2019t an hour from now and people are wondering, \u201cWhat is this about?\u201d ‘Cause an hour from now we\u2019re gonna be into other things.<\/p>\n","protected":false},"excerpt":{"rendered":"

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