Rich Stern
Well-Known Member
- Joined
- Feb 26, 2000
- Messages
- 2,618
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Sitting in my office yesterday, phone rings, it's a guy from Tracker corporate headquarters. Asks if I have a few minutes to answer a survey about my new Tracker (Fisher) boat.
"Sure, be happy to," I say.
He starts to ask a few general questions, confirming which boat, motor and trailer I have, where I bought the boat, how I like the boat. My initial impression of the conversation? Great! Tracker cares about my satisfaction with their product! I'm glad they called!
Then, as the conversation gets into the second minute or so, I begin to get the impression the guy isn't recording my answers. He is asking simple, very general questions, clearly from a script. The questions are not the typically detailed customer satisfaction questions, such as, "Overall, how satisfied were you with the selling dealer," or "Are there any specific problems you've had with your boat that you want us to be aware of" or, "Would you recommend Tracker boats to your friends and family?"
I was giving moderately detailed answers. He never asked for clarification, and he quickly responded with plattitudes to every answer ("great, great," "excellent," etc.), obviously in a hurry to get to the next question, as if he was trying to get to the punchline.
My "this a solicitation" radar started getting a return signal.
Sure enough, about 30 seconds after my radar began picking up the signal, the other shoe drops:
Him: "I see you have the six year warranty on the Mercury engine you purchased. And of course your boat and trailer are covered by the one year factory warranty. Did your dealer tell you that Tracker offers extended coverage for your boat and trailer?"
Me: "No, I don't think he did, and I am not interested."
Him: "Oh. Well, thanks for taking the time to answer my questions."
I take that to mean this "survey" is now over.
Me: "Sure. What department did you say you worked for at Tracker?"
Him: "Tracker corporate headquarters."
Me: "Hmm. OK. Bye."
Footnotes for anyone at Tracker who might be reading this:
1) If you want to sell me something, call me and tell me you want to sell me something. I might not buy, but I will listen to what you are offering as a courtesy for you being honest about the nature of the call.
2) If you care about my experience with your products and want me to answer a survey, call me and ask me to answer a survey. I will gladly do so.
3) If you want to sell me something and feel you need to lie about the nature of the call in order to get me to talk to you, don't call me.
Tracker Marine, are you reading me? Hope so.
"Sure, be happy to," I say.
He starts to ask a few general questions, confirming which boat, motor and trailer I have, where I bought the boat, how I like the boat. My initial impression of the conversation? Great! Tracker cares about my satisfaction with their product! I'm glad they called!
Then, as the conversation gets into the second minute or so, I begin to get the impression the guy isn't recording my answers. He is asking simple, very general questions, clearly from a script. The questions are not the typically detailed customer satisfaction questions, such as, "Overall, how satisfied were you with the selling dealer," or "Are there any specific problems you've had with your boat that you want us to be aware of" or, "Would you recommend Tracker boats to your friends and family?"
I was giving moderately detailed answers. He never asked for clarification, and he quickly responded with plattitudes to every answer ("great, great," "excellent," etc.), obviously in a hurry to get to the next question, as if he was trying to get to the punchline.
My "this a solicitation" radar started getting a return signal.
Sure enough, about 30 seconds after my radar began picking up the signal, the other shoe drops:
Him: "I see you have the six year warranty on the Mercury engine you purchased. And of course your boat and trailer are covered by the one year factory warranty. Did your dealer tell you that Tracker offers extended coverage for your boat and trailer?"
Me: "No, I don't think he did, and I am not interested."
Him: "Oh. Well, thanks for taking the time to answer my questions."
I take that to mean this "survey" is now over.
Me: "Sure. What department did you say you worked for at Tracker?"
Him: "Tracker corporate headquarters."
Me: "Hmm. OK. Bye."
Footnotes for anyone at Tracker who might be reading this:
1) If you want to sell me something, call me and tell me you want to sell me something. I might not buy, but I will listen to what you are offering as a courtesy for you being honest about the nature of the call.
2) If you care about my experience with your products and want me to answer a survey, call me and ask me to answer a survey. I will gladly do so.
3) If you want to sell me something and feel you need to lie about the nature of the call in order to get me to talk to you, don't call me.
Tracker Marine, are you reading me? Hope so.
