On gaining customer confidence and providing a high level of service.

283-366 Year4 Cracked Android (Photo credit: johngarghan)

I was visiting a mall kiosk recently in the hopes of repairing my beloved Nexus 7 Android tablet. The kiosk advertises the repair of iOS based device screens, rooting, etc., but nowhere did I see Android repairs advertised. I figured I’d stop by and ask if they could do it and what it might cost, as the brand new Nexus 7 tablet is just over $200 and has some good improvements over the original. I could also go and get the bits myself and try the repair, but I figured I’d ask the professionals first. The conversation would decide whether I more likely make use of the old tablet, which I really love, or wipe and process it through a service like Gazelle.com.

Me: Hi, there, I was wondering if you guys do Android tablets too?
Him: (after finishing a bite of his breakfast and taking a drink out of his Dunkin Donuts ‘coffee’) Sure.
Me: Great, I have a Nexus 7 (I did not mention that this was the breakthrough device for Google into the tablet space, just about a year ago, made to compete directly with the iPad and the inspiration for the iPad mini, because I figured it would be rhetorical spittle) and I just cracked the screen enough to lose touch function.
Him: What’s the model number?
Me: (blank stare) It’s the Nexus 7.
Him: (almost rolls eyes) I can’t tell you anything without the model number.
Me: Okay, I’m just surprised. It’s the most popular Android tablet out there.
Him: (stares)
Me: Well, I can get that for you, can you give me some idea of the price of the repair?
Him: What size is it?
Me: The Nexus 7 is a seven-inch device. (smiles)
Him: Oh, I’m not sure, there’s a lot of those now.
Me: Can you give me some idea? Like $40, $60, $80?
Him: (looking away, clicks tongue) $85, prolly.
Me: Okay thanks.

This business works with mobile devices all day long. He did not know anything about the most popular, uncomplicated in terms of model, well branded devices in the Android space. He did not care to show that he knew. He did not hop on to his computer or the 6 tablets around him to look up the Nexus 7. He did not suggest that the $85 for the repair might be better used to buy a new device. He did not do much, and he did not hold my confidence.

No one knows everything, but everyone makes a choice about their attitude, the tools they have to solve problems and questions, and the level of service that they are willing to offer. I am going to visit Gazelle now, and tell all of my tablet wielding friends, if they get a crack in their screen, to avoid this one place in particular.