••• The Big Brother's, oops, i mean Apple's Gazette ••• A Sophisticated Periodical with Panache and a Sense of Humor
Watch your Employees
Blackberry, once the number one cell phone/smart phone company – the first company to create a real smart phone – so popular and secure, i might add, that to this day it’s used in the military as well as being the preferred smart phone of other U.S. Government Agencies. If i had a clue about technology business, i’d take a loan and buy the company AND create a wireless phone company to not be dependent on wireless phone companies to sell my phone – THAT’s how highly i think of Blackberry and how much i believe in the company’s potential.
It was NOT the phones themselves failing. I’ve used Blackberry for years and friends and acquaintances of mine also having used Blackberry exclusively, continue to be extremely satisfied with the phone, regardless of the “vicious” rumors spread about the phone, quality and popularity.
I’ve had an i-phone for a little while when it first came out, but at the time one could only use AT&T, plus it could not be used traveling abroad. I needed a world edition phone because i frequently travel. Aside from that i prefer keypads, instead of touchscreen keys.
Thus, as mentioned in previous articles about Blackberry, i stuck to my Blackberry and am currently very happy with my Blackberry Bold, which has a camera my old silver classic didn’t have. I’m a happy camper.
In one aspect it’s totally befuddling that this company is said to be going bust ; but after having observed quite a few peculiar, if not to say concerningly alarming, situation, it makes perfect sense the company hasn’t been doing too well, according to the news, because even an über-rationalist like myself, with no inclinations for conspiracy theories could clearly see there was a conspiracy to take Blackberry out of business.
Before i get into how it was done, from my personal point of observation, i need to add that i’ve seen this very same strategy of trying to bad mouth businesses at other instances over the past few years.
For example; i use a very popular Yamaha keyboard, which i bought at Sam Ash ( a popular Music store in Manhattan). I lost the instruction manual for some specifics, thus went to Sam Ash about 4 years ago, asking if perhaps they still have one somewhere in the back, or if it could be printed out. I’ve been a Sam Ash customer for decades, know the folks there who’re always friendly, helpful, efficient, thus was surprised to see an odd bird ( for a better word ) try not to assist me – meaning he was EXTREMELY unfriendly, pompous and acted aggressively “defensive”.
I’m not a Miss Bickersen, and usually get along just fine with just about everyone, but this fellow carried not a chip but a humongous ship on his shoulder. All i asked was if i could get a print out of the instruction manual. Instead of checking online ( at the time i had no internet access), the Yamaha website, or ask a fellow employee, the strange bird told me the keyboard is no longer manufactured, thus an instruction manual would no longer be available.
I considered buying a new keyboard asking if they had similar Yamaha ones, to which he told me there are much better ones available than Yamaha, and that Yamaha keyboards will be going out of business soon. Long story short, whatever i asked he tried to talk me out of Yamaha while becoming increasingly defensive exhibiting a nervous and aggressive attitude. I thanked him, then went to see of i could find the boss, but he wasn’t there, thus went home.
The first thing i did was call Sam Ash, spoke to the manager and told him ’bout their strange bird employee. He thanked me, then told me to call Yamaha directly, sure they could help me out with an instruction manual.
I called Yamaha, was connected to a very lovely gentleman whom i told what i was told, about that particular Keyboard no longer being manufactured. He was VERY surprised to hear that, ‘cuz that particular one, he said, was still their most popular keyboard and their biggest seller. He took note of what i told him, wanted to sent me a link to print out the instruction manual, but i only had a blackberry, not a printer, etc,.
He asked what exactly i needed to know, perhaps he could explain it to me, thus i told him and…. he SO KINDLY and PATIENTLY explained it to me over the phone while i sat at my keyboard doing as he suggested. I was SO impressed and SO happy, ‘cuz it’s people like that lovely and truly kind gentleman that not only make this world such a lovely place, but are also the ones responsible for the success of business like Yamaha.
So the natural question i pondered was: ” what was the strange bird at Sam Ash up to, stating their most popular keyboard is no longer manufactured and Yamaha is going out of business? ” Was it his wish thinking, his goal ? Was he working for some entity trying to take over Yamaha ? Or was it a personal grudge he was holding against Yamaha ?
There are numerous instances where i’ve observed employees making the businesses they work for look terrible – too many to mention – perhaps i’ll write a book about it some time. The most recent experience that was also concerning was at a Verizon store in the Beverly connection in Los Angeles a couple of months ago. I’d received a new replacement phone ( Blackberry ) from Verizon, and not being a tech wizard i went to the store asking to have someone help me with the set up.
Most fellows working there nowadays don’t seem to enjoy working there, or coming to work; some are terrific and really helpful, while many yawn, are short- tempered and unfriendly to customers with ” BLACKBERRIES”, or try to make sure the customers notice they’d much rather be playing with their band at that moment, instead of assisting customers, thus hand-drum away on the counter while setting up the phone, as it happened in my case.
No matter how many times the kid behind the counter, rehearsing his drumming recital, tried setting up my phone, it didn’t work. The email set-up took an hour and still didn’t work. Who’s fault was it ?
According to the kid, trying to set up my phone, it was “Blackberry” = “it’s no good – that’s the problems with Blackberry – The technology is old – better get another phone” etc.
After an hour and a half i went home, called Verizon, got a technician on the phone – i’ve only experienced very satisfying customer service speaking on the phone with Verizon employees/technicians – the whole thing was set up within not even ten minutes, and what did the kid at the store forget to do ? To REBOOT the smart phone so it can reset itself.
I told the nice person at Verizon about my Verizon store experience, and i sure hope they take note of it. It makes Verizon look bad; terrible employees can give a good business a bad reputation.
And that’s exactly how to ruin successful companies, driving them out of business, as is happening to Blackberry, according to the news. It’s so easy – an unscrupulous entity sends out lots and lots of young people loyal to them ( and their ideology ) to be employed at various businesses to badmouth specific products the business sells. When i-phone became available at Verizon and other wireless phone companies, sales folks pushed i-phone while consistently bad mouthing Blackberry. Some time later they pushed i-phone and Androids, bad mouthing Blackberry. To bad-mouth any product sold at one’s store is highly unethical. But it was not Verizon doing that. Verizon is a great company from whom i’ve always received the most efficient service.
Verizon corporate, however, can’t overlook each and everyone of their stores, nor the authorized Verizon stores selling Blackberry earphones for $59.00, or more. All they can do is trust the managers at the various Verizon stores to uphold Verizon’s business etiquette and employ sales people and technicians who’ll do the same. And that’s the problem.
Who are these store managers allowing the badmouthing of products they sell ? Who are these managers employing sales folk who look as though they work for a used car dealership, a traveling carnival, or a Ukrainian, Russian mob ring, wearing dress pants 5 inches too long, mad mouthing Blackberry ? That’s why Blackberry started having problems.
For years i tried to get a new phone and never knew about the Blackberry Bold because it was never on Display in any of the Verizon stores i frequented. When asking about new Blackberries with a keyboard i was never told about the Bold, until i called Verizon Corporate earlier this year, who told me they DO in fact have new Blackberries.
I’m sure Blackberry will find a way to recover in one way or another, because it’s still one of the best smart phones out there. But as far as other great companies with terrific products are concerned; ” Watch your employers. They’re the ones capable of causing a company to fail, or to continue being successful.
A secret shopper, once in a while, with a hidden camera inside the frame of glasses, as well as a little audio-recording thingie to record a conversation, is something i would sent to stores if i had any, to assure the company’s tradition of great costumer service, etiquette and efficiency is kept up at all times.
You bet ye 😉