Customer Service Failures / Responding With Your Wallet

[onewhippedpuppy]

Sadly, I've come to EXPECT bad customer service. It's to the point that the good experiences stand out due to their rarity. Quality restraunts are one area where you can still get good service, in that regard I certainly vote with my wallet. If the food and service are good, I will be back. Not to mention, the waiter/waitress will get a very good tip. For the overwhelmingly good experiences, I've given a 40-50% tip. They deserve to be rewarded for their hard work, and the action reinforced. We have enough as$holes already......

Otherwise, if I get bad service in most cases I won't be back. Also, I'll happily pay a bit more to get quality service. A local pizza place and a local garden center come to mind. The overall bad service at most places is just an opportunity for the good ones to stand out, one that every manager should attempt to take advantage of. It's certainly something that Wayne has realized.

[Porsche-O-Phile]

Bingo.

As frustrating as it is, in a way it makes my own job easier. I look that much better by comparison when everyone else is so sloppy and obviously doesn't give a damn. I don't have to put any extra effort in beyond what I ususally would, and I'm already ahead of the pack. One good consequence.

[onewhippedpuppy]

Before I went back to school I worked construction. I worked for a company during the day, then did small remodeling jobs on the evenings/weekends. I never had trouble getting business, because I showed up on time, did the work I agreed to do, and charged what I estimated. All while being courteous to my customers. My father-in-law also does remodeling, he's in a similar situation. Never advertises, but has more than a year backlog in a small central KS town. It's all because he's known for being reliable, professional, and doing quality work. Treat people right, and they usually return the favor.

[NICKG]

Originally Posted by Paul_Heery

I believe that Customer Service needs to be a part of the overall culture of the business. It is something that must be a top priority for the employees and management alike. It needs to be part of the everyday practice of all employees.

I happen to work for a company that knows the value of our customers and takes Customer Service very seriously. Let me share the philosophy and how it came to be:

I actually DRIVE 75 miles to Stew Leonards like 1 time a month to shop at the danbury store...i live in NJ...they are THAT good.

[mschuep]

Originally Posted by onewhippedpuppy

Sadly, I've come to EXPECT bad customer service. It's to the point that the good experiences stand out due to their rarity.

I completely agree. I think that the odds are stacked against you tenfold if you are trying to locate something that may actually take a little time to find, or inquire about a service that the particular company or store does not provide.

One case that stands out was the time I was trying to get a 10lb. CO2 tank filled. I must have called half a dozen shops trying to find one that would

A) Call me back
B) Tell me whether or not they would exchange my tank, or just refill it

I had a brand new aluminum tank, and didn't want to trade it in for an older style (much heavier) steel tank. I even got confirmation from one store that they would refill, but when I drove out there they told me it was exchange only, and insisted that no-one there could have possibly told me otherwise.

[NICKG]

did you try the airgas in hamburg?(i think that is the name)

[mschuep]

Originally Posted by NICKG

did you try the airgas in hamburg?(i think that is the name)

I am pretty sure that airgas was one of many that wouldn't return my call., but thanks for the suggestion all the same.

I ended up finding a shop down in the somerville area, great guy who even offered to purge my new tank for free. Houser Welding Supply.

[Tobra]

I have to say I am with Brett on his coffe shop thing. If you are a regular customer, and you bring a group in there every week and generally spend a few bucks, it costs the business more to alienate you than to let you slide one time.

There are a lot of coffee shops out there, and you would think they would notice they had some guy coming in and knitting on a regular basis, I would.

[on2wheels52]

I make a point to acknowledge everyone who walks in, even the tire-kickers.
It's hard enough to get new people into the store without a big ad budget, once you get someone in you don't want to chase them away with an unfriendly attitude.
Jim

[Paul_Heery]

Originally Posted by NICKG

I actually DRIVE 75 miles to Stew Leonards like 1 time a month to shop at the danbury store...i live in NJ...they are THAT good.

I just got back into the office from NJ. We are opening two new wine stores there. The first one is in Clifton which will open in May. The second is Paramus in June.

It will be worth the drive for the service, selection and pricing.

No food stores scheduled for NJ yet though.

[biosurfer1]

I think some people missed the part about ONLY my friend not buying anything. The rest of her group, which is 9 girls, ALL bought drinks that day. She said they have been going there for months and never had a problem, but the regular guy was not there this time, and the OWNER, of all people, was filling in. I asked her if they were taking up space from other customers, and she said the entire time they were there, < 2 hours, there were never less than 3 open tables. Now I know none of you know Amie, but believe me, she is one of the nicest, most honest people I know and is completely non confrontational, I mean this is her knitting group for christ's sake!

I don't drink coffee, but I have sure let everyone I know not to go there.

So for the people defending the coffee shop owner, is ONE girl, taking up a chair worth losing her as a customer, the other 8 girls with her, everyone I tell, and everyone she tells about the experience? I think not. Maybe this guy was having a bad, but using vulgar language at a customer with a "buy something or get out" attitude is bull$hit to me

edit: I just read more of the replies and to clarify, this did not happen to me, it was a friend but I thought I would post since this happened last Monday and this thread just came up.

[David]

[biosurfer1]

A bit of an up date... Amie (my friend) sent a reply to the owners:

Nicole:

Thank you for your reply to my friend that sent you a message earlier about the Sunday morning knitting group.



I was the one that was asked to leave. I understand your policy about buying something if you want to hang out a while - I want to make it clear that that’s not what I’m arguing or complaining about. It’s the way I was treated that I don’t appreciate. If he would have simply explained the policy and politely asked me to leave instead just telling me to “get the hell out” as he put it, this wouldn’t have been an issue. He also did this in front of several small children during your Sunday morning family time which I’m sure the mothers there didn’t appreciate.



Because of the way I was treated, not only did you not have one person not buy anything from you, you’ve lost tons of current and potential customers.



I hope that your business continues to thrive and that your family makes it by alright. I’ve always been one to support local businesses, but not when I’m treated the way that I was that day.



Amy

And this is what she got in return:

Think back to what I actually said to you, and the two other kids who hadn’t been sitting there for three hours taking advantage of my business: “I know you’ve been hanging out awhile without buying something, but if you want to keep hanging out, you are going to need to buy something, or you can get out. ” I did not say hell, I did not raise my voice, and the two other kids had the sense to each buy a 75 cent soda, and proceded to hang out. I let you hang out all morning, you deadbeat, and then when I give you a choice you leave and tell all your deadbeat friends that I yelled at you. What you fail to understand, is that by entering a retail store and hanging out without buying anything, you are loitering. It would be within my rights to call the cops on you, just like any other bum that wanders in and sits down without purchasing something. And how can you say you support local business when you don’t buy anything? You are a drain on local businesses, so just stay the hell out of mine.



jake albus
owner


This Jake guy is the one who originally said something. Knowing Amie, and seeing this guy's reply I now believe this guy is an a$$hat and hope his coffee shop goes out of business. I don;t believe a word he says, and if he decides to have any more wirds with Amie, I'll be having some words with him...

this just pisses me off so much.

[Dave L]

haha, so he protested the fact that you didnt pay $.75 as he saw it as a loss. Instead he will lose yours and your groups business $10/week? $40/month, $480 per year.

Seems like a smart guy, be sure to send a picture to Jake of your group in the nearest competitiors coffee shop

[Palum6o]

Just tell Jake that he's a *****, his coffee tastes like p!ss and that you no longer hope that his business thrives.

[biosurfer1]

well if I start to drink coffee, I surely won't go there...

but again, this did not happen to me, it was a good friend of mine.

[MFAFF]

I agree that this Jake is a very poor business man...

However having run a coffee shop for a couple of years in the US I do ahve a certain sympathy with the policy, but certainly not the way it was applied.

One thing not being discussed here is the fact that customers are often rude, obnoxious, and a real PITA....

The number of occassions were customers would arrive... ignore a greeting, or be rude...or change their minds half way thro making the coffee etc.eetc.. a multiple occurence every day..

Now being a 'foreigner' I was not indoctrinated with the mantra that the 'customer is always right'...to me the customer comes to your shop becuase that person desires something that you sell... be it a skill or a product...he/ she informs themselves about what is on offer and makes a choice accordingly...he / she then makes a decision as to whether or not to proceed with a purchase based on what is being offered matching what they desire...

So in our coffee shop case we declined to offer 'flavoured coffee'..so not hazelnut etc ...they were obviously absent as they were not listed on the rather large an prominent board abouve the bar listing what was for sale...
It was always interesting to see people's reaction when they asked for something not for sale in that shop..and when told it was not avaliable becoming irate, rude, angry, petulant etc, in short becoming sh#ts because unlike Starbucks we didn't serve it..not remaining polite in those circumstance swa a challenge.. far easier to revert to sarcasm and irony.. oftne lost on them to make it clear they are being dips...

Or being told by some loud mouthed jock trying to impress his 'first-date' friend on how to make coffee...now when its a 11.30pm on a Saturday night.. the place is heaving with people and I'm running a tight ship this is unwelcome... strangely my offer of letting him impress us all with his coffee making skills was not accepted... the round of applause from the remaining customers as he left (alone) was however much appreciated as was his lady friend's repeat and long stnaging custom thereafter.

So whilst bemoaning bad service...look at how we treat those people, our attitudes and demands...and take a long look at our own choices.

We as a group appear to be overall far more aware and respectful of others but it is by no means a traited widely shared..

[biosurfer1]

MFAFF,

I think the thing that suprises me most is not that the owner had this policy, or that he wanted to enforce it, but the way he went about doing. Sure, he could have had a bad day, but she wrote an email and explained what was going on, and several days later he was still a jerk.

I'm sure he has to deal with punk teenagers all the time, but this was a KNITTING group! If you are not smart enough to distinguish a polite customer group from a bunch of dumba$$es, you wont be in busines long.

[Dottore]

Originally Posted by biosurfer1

If you are not smart enough to distinguish a polite customer group from a bunch of dumba$$es, you wont be in busines long.

One person's polite customer is another person's dumba$$...

Therein lies the problem.

[dagriff]

There are a lot of customer service issues that get my Goat.
Staff carrying on a conversation about last nights T.V. or whatever with another employee while serving is one.

The one that is my "Flavour of the week" right now is closing up before the posted closing time.
If you need time to clear up etc, change your closing time & do it after said closing time.
Instance: Monday night we were driving past the local D.Q. and decided to get something from the drive through. All the lights are on inside & out plus a big neon sign "OPEN". We can see 4 or 5 customers inside at the counter.

Get to the speaker and are informed that they are closed. "All your lights are on, plus your sign says open" says I.
"Well were closed" says the guy.
"What time do you close?" I ask
"9:00 pm" comes the answer. Just then the traffic report comes on the radio (Every ten minutes, this is the 8:50 spot).
"My clock & the radio says it's 10 to"
"Well it isn't" he says. Click, end of conversation & the lights in the drive-through go out.
As I leave you can plainly see their wall clock ..8:51.