Friday, March 6, 2015
Customer Service…It Isn't What It Used to Be
What has happened to good customer service? Tonight I stopped by a local chicken joint to pick up a carry-out order. I usually eat out or carry out on Fridays because the last thing that I want to do, after a long week, is cook. My daughter and I picked up the order and drove back home. As we started unpacking the items, I noticed that something was missing. The coleslaw.
I called the establishment to explain that I had a missing item. The first person I spoke to was uninterested in my complaint and asked if I wanted to speak to a manger. I told him that I did and moments later the manager was on the line. She requested the order number and then told me she would write my name down and replace the item upon my next visit. What? Is that it?
I expected her to apologize and tell me that she would speak to the servers about double checking orders or something similar to that. Instead, she simply said that she was sorry and that mistakes happen. Did I miss something? Am I expecting too much here? Here's the thing. In order for me to get the missing item I have to make another trip back to this place. No one seems to care about my frustration, time, or inconveniene. I didn't make the mistake, they did and all they were willing to offer me in return for their mistake is what I should have gotten in the first place, the coleslaw.
The conversation ended with the manger telling me she would have the owner call me. This was my response: "Yes, have him call me. However, if his is going to simply offer me something that I have already paid for then he should not bother to call and I will not bother to visit your establishment again."
Don't get me wrong. I'm not looking for a free meal. I'm looking for this place, that I frequent fairly often (because my daughter likes it), to show me that I'm a valued customer. We'll see if the owner calls. Customer service just isn't what it used to be.
What are your thought about customer service?