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Iron Mountain - a Study in Customer Service

by Ian on May 26, 2009

Every year we take all of our shredding from the office to a secure document shredder. For the past few years we have taken our stuff to Docu Vault. This year when I made our delivery I found that Docu Vault had been bought by Iron Mountain.

When I walked in the front door the receptionist wasn't there. I rang the bell and waited at least a minute for someone to show up at the front desk.

I explained that I had boxes to drop off for shredding I was told that "they don't do drop off shredding." Okay, fine. New company. New policies.

So I asked what I needed to do. Instead of offering to help, she asked if my account had transferred over from Docu Vault to Iron Mountain. Since I wasn't even aware that the company had been bought out, I couldn't answer her question. Instead of offering to look in her system she gave me a card for a sales rep and told me to call him.

I called last Wednesday and had to leave a message. It is now three business days later and he hasn't bothered to call back.

It seems to me that this company is confident in its market dominance and couldn't care less about customer service. Maybe they treat big customers better but we certainly won't be going back.

So what's the take away from this?

  • If you  buy out a business make plans to deal with previous customers in a way that causes the customer the least inconvenience.
  • Don't EVER tell a returning customer to call a sales rep as if he has never worked with you before.
  • If you are a sales rep, at least pretend to care and call back immediately.

{ 7 comments… read them below or add one }

Ben D. May 26, 2009 at 1:16 pm

In the last few months I’ve been shocked by the number of times I’ve simply not gotten replies to sales inquires I’ve made. I mean, come on, “now more than ever”.

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Ben D. May 26, 2009 at 1:16 pm

oops, “inquires” -> “inquiries”

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GodSpace May 26, 2009 at 1:47 pm

i remember when Iron Mountain was an OUTSTANDING company to do business with – only 8 years ago – gee almost a decade, guess things can change.

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Melissa Mahoney May 27, 2009 at 3:18 pm

Hi, Ian – as an employee of Iron Mountain, I’m very disappointed to learn of your experience, which is not acceptable or consistent with our core values. If you can email me directly and let me know when/where this took place, I will follow up on this issue internally.
Best,
Melissa

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Ian May 27, 2009 at 4:22 pm

Hi Melissa, I tried to drop off shredding at the Colorado Springs location on 5/20. I left a message for the sales rep as soon as I left. As of 5/27 I have still not received a call.

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Fran June 1, 2009 at 12:31 pm

Still no word back from Melissa?

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Ian June 2, 2009 at 11:48 am

No word back yet. It’s been two weeks.

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