As members of the Phoenix auction industry, we must approach customer service with the three “A’s” creating “Triple A Customer Service”. Attitude, Attention and Action. In order to understand how to put Triple A Customer Service to work, let’s create a scenario of a buyer who has purchased a home stereo, which appeared to be new in the box for $150. They have paid for their purchase with cash and have taken the stereo home, unpacked it and set-it-up using the instructions that were included in the box. The stereo does not work. They appear at your Phoenix auction firm the next day to return the item and get a refund. The stereo was sold “as-is” as was every other item in the auction in question. So now we are going to use our Three “A’s”.
Attitude – how we feel about the new auction consumer will gauge the outcome of the results of the dispute. We must first understand that the Phoenix auction buyer is used to buying product that is either guaranteed or it is disclosed that the item does not work. We of course do not unpack boxed items and test them to see if they are in working condition or not. But we need to understand that this is a new concept for this buyer and that they are extremely leery of our “as-is” policy. In the new buyer’s mind the policy does not only not make any sense it seems unfair and underhanded, so we need to treat the buyer with an attitude of understanding and educate the buyer on the ways of Phoenix auction with careful and elementary explanations that avoid being condescending. It is not the buyer’s fault for not understanding how a traditional Phoenix auction works, it is our fault for not educating the buyer.
For more information about the Phoenix auction industry, contact Auction Systems Auctioneers and Appraisers.

