Here’s what’s up with me today:
- Stopped by doctor’s office to pick up some medical records and they can’t find the radiologist’s report. Should have been scanned into my electronic file but was not.
- Spoke to the person I know with the ongoing Sears mattress saga. They delivered it last Friday but did not bring the hardware and tools needed to put the frame together. She slept on the sofa for two nights.
On my to do list:
- Call Blue Cross Blue Shield and straighten out my record because they have my birth date incorrect and are refusing claims.
- Call extended warranty provider to ask why they stopped billing me. Happened not long after I called four months ago because they charged my credit card twice in two days.
I have some ideas about why is it so difficult for companies to get things right:
- Our brains aren’t really designed to handle the complexity of today’s world.
- Employees are distracted by many things including personal e-mail, texts, voicemail, facebook posts, etc on their phones. Distracted working, like distracted driving can be hazardous.
- Doing more with less (i.e., fewer employees) guarantees stuff slips through the cracks (but productivity is up!).
- Companies do not provide adequate training because when times get tough training goes.
- Supervisors were promoted because they were great technical performers, not because they are good performance managers. See #4.
- All of the above (or some combination).
What do you think?
Dear Laura,
Please accept our sincere apologies for your mattress being delivered without the necessary hardware to put the frame together. We certainly understand how frustrating this has been for you, especially when you’ve had to sleep on the sofa for the past two nights. My name is Susan with Sears Social Media Support Escalations Team. We are a single point of contact for escalated issues which means that we will have one dedicated case manager handle your issue from start to finish until it is completed to your satisfaction. We would like to look into your situation further and offer our assistance to help resolve it.
At your convenience please contact our office via email at SMAdvisor@searshc.com and a dedicated case manager will contact you directly. In the email, please provide a contact phone number and the phone number the mattress was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide your screen name (Laura) you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.
Thank you,
Susan R.
Social Media Moderator
Sears Social Media Support