Camden, NJ--Tammy Granderson of Gloucester County, NJ needed a new tennis racket last week and wanted to inquire about the selection before making the trip to her local sporting goods store. She decided to call the Sports Authority and was incorrectly given an 877 number from an operator. A gruff, unfriendly voice greeted her: "Port Authority. How can I direct your call?"Granderson, caught off guard, apologized as she thought she had the wrong number and was about to hang up when the voice dramatically switched to a pleasant and welcoming lilt. "Please, ma'am, wait. Do not hang up. Are you looking to inquire about sporting good items?"
Last year, the Delaware River Port Authority reported that over 1,000 calls per week pour into their office in Camden, NJ from people looking to contact the Sports Authority, a national, privately-owned company based in Colorado. The controversial bi-state agency that oversees the bridges of the lower Delaware River, RiverLink Ferry and the PATCO high speed rail line on the Ben Franklin Bridge said these constant interruptions made conducting "normal" business at the site nearly impossible.
The Port Authority said this was costing them hundreds of thousands of dollars and it was one of the main reasons that the agency was considering raising the current bridge toll of $4, which most drivers feel is already steep, to $5. Last April, Governors Ed Rendell (PA) and Christ Christie (NJ) rejected a toll hike for this specific reason and told the transportation agency to handle it another way.
"It takes time to tell all those people that they have the wrong number and that we do not sell 12'X12' collapsible yard canopies," said Pete Dennen, a DRPA board member from New Jersey. "And you know that old nursery rhyme: Time is money."
In May, Curt Devlin, another DRPA board member, took a "family ski trip" to Colorado.
"DRPA approached us, well, actually, walked into our office unannounced, about six months ago saying that nearly 70% of their weekly calls are our potential customers," said Denise Crossman, vice president of the Sports Authority. "The Port Authority said, 'We can be either very rude to those callers or help them purchase sporting goods. It's your call. I think you know what I'm getting at.' And then he winked at me ... several times."
Before giving in to the agency, the company changed their national phone number several times and even ran ads in the Delaware Valley marketing the new information. With the names so similar sounding, it made little difference.
"We didn't want people accidentally calling the Port Authority looking for Sports Authority to be told they have the wrong number and be treated rudely. We felt that these customers would become frustrated and move on to another sporting goods store. We decided to give in to the Port Authority's demands and pay for the training of Port Authority call center employees to become experts on Sports Authority products and make a monthly 'contribution' to the agency."
The Port Authority reportedly agreed to cover the cost to fly all of its employees to Englewood, CO, the sporting good store's headquarters, to receive training on sales, returns and product information.
"I usually handle complaint calls about impolite toll takers on the Ben Franklin Bridge," said an anonymous DRPA employee, playing with the bobble Walt Whitman Bridge figurine on her desk. "Now, I know everything there is to know about hockey skate laces. Go ahead, ask me something about a hockey skate lace."
The Port Authority vehemently denies any involvement with or receiving millions of dollars from the Sports Authority.
"Yes, I reported that we get thousands of calls for the Sports Authority every week and it's a problem we need to address," said Devlin, wearing a fully stocked Simms G3 Guide Fishing Vest, sitting at his desk. "But I can assure you that we are in no way running a sporting goods call center from our headquarters. That's silly. We're a transportation agency. We only get involved with transportation type thingies."
No comments:
Post a Comment