Dell Support

“Thank you for Calling Dell Support, my name is _[insert American sounding name]_.”

While the name could be as American as apple pie and John Wayne, the thick non-American accent is still a tell-tale sign.  Don’t get me wrong, there’s nothing wrong with our friends around the globe.  I just prefer to do business locally when I can.  I enjoy bumping into my customers at Free State, Liberty Hall, or checking out the latest fashions in footwear at none other than FootPrints.  Big corporate businesses have buying power, economies of scale, massive marketing campaigns, and on and on…but these locally owned and operated Lawrence businesses have their own secret weapon: customer service.  I’d like to add the word “neighborly” – neighborly customer service.

The truth of the matter is that you’ll probably bump into one of the folks here at UNI as you run errands, eat, or play around town.  We’d like that to be a positive experience.  So unlike giant outsourced corporate call centers, we actually listen first.

Ok, everybody, when you call 1-800 computer support, no matter what symptoms you observe, what’s the first thing they tell you to do? That’s right, “reboot the computer.” Even if you tell them that the computer is as dead as a doornail, no power lights, no fans, nothing.  Still: “reboot the computer.”  How frustrating.

So instead, the tech team here at UNI will actually listen to you, ask a few questions to clarify if needed, and then the begin troubleshooting.  Now, to be fair, sometimes “reboot the computer” IS actually valid, but we want to make sure that we understand as much of the customer’s symptoms as we can before suggesting that proper course of action.

Bottom line, there’s no script here when troubleshooting.  Why? Because we hire only the best and then we make them better.  Then we allow them to prove themselves under close supervision.  Yeah, this puts a strain on staffing sometimes but it allows us to be the go-to team for neighborly customer service who will actually listen first, and then act.