Customer Service Failures / Responding With Your Wallet
 

Share your stories, rants, etc.

Here's what got me thinking about it:

I had to drive out to San Bernardino for work today so in the course of all my running around and meeting with the various folks I was supposed to meet with out there, time ticked away. Since it was getting late in the day and I wanted to make sure I beat traffic back, I opted to say "screw getting lunch right now" and just hit the road.

So I get back into town and stop into Baja Fresh on my way back to the office. Normally you're immediately pounced on by the counter personnel before you have time to even glance at the menu to decide what you want, but not today. There was one girl working the counter (I was the only customer) and as soon as I entered, she turned her back on me and disappeared into the back room.

"OK fine", I'm thinking. "I've got time to figure out what I want. No biggie, she'll be right back". Nope. 30 seconds go by. . . then maybe 60. Finally a different guy (manager) comes out and at least says "hello", which is all well and good (at least I've been acknowledged by someone). Phone rings. Manager is standing there at the counter for a full two and a half minutes jawing with someone on the phone while there's a customer standing right in front of him patiently waiting to order and not being serviced.

This is a huge pet-peeve of mine and in my dealings with people, warm bodies ALWAYS take precedence over phone calls. I can always say "can I put you on hold for a second" or "can I call you right back". Not sure if this is a symptom of our cell-phone-obsessed society where everyone thinks it's acceptable to yak on the phone in the presence of others, on the crapper, etc. or whatever. It just annoys the hell out of me that personal conversation and interaction has evidently become so valueless.

So I walked out. Spoke with my wallet. I won't be back for a while either.

Anyone got similar stories? What was the particular "customer service failure" that set you off and what did you do about it?

People just don't care, your experience happens all too often. Sometimes I think it is intentional, that they just want to fuch with people sometime. They have no respect for the customer or don't think about the potential of repeat business.

I have never understood that attitude. I like to be kind to strangers because you get this total look of surprise on there face's (sometimes) for doing the most simple gesture.

This subject could be endless but I think I'll pass on telling some of my stories, it's just too disturbing to rehash that part of life.

That kind of stuff drives me insane. I own a QSR and it is getting harder and harder to get employees that can do simple tasks.

Most that I see are just plan rude!

The problem with lousy customer service is that the vast majority of people in the service industry that we come into contact with on a daily basis have absolutely no interest in the overall profitability of the company they work for, save for actually staying in business. So if the customer walks out and "speaks with their wallet" as you say, hey, one less bother to worry about. Do they care that the company lost $5 in sales? Nope. They'll still get their paycheque. Absentee ownership does nothing to help this problem.

Now, the manager probably gets a bonus based on the performance of the franchise, so to yack on the phone while a customer stands there doesn't make sense, especially a customer holding money. The guy on the phone is most definitely NOT going to buy something in the next 5 minutes - guaranteed. The guy at the counter most definitely IS going to buy something.

Shell station. Card wouldn't work at the pump. Went inside the guy couldn't be bothered with running it. Haven't gone back since. Now I drive a lot, probably spent $120 - $130.00 a week in gas there, I hope they see me everytime I go into the Mobil station across the street.

Somewhere in my wife's research she found that in a "full service" restaurant, customers get really annoyed if their waitperson does not make contact within 43 seconds after being seated. Not to take their order but just to acknowledge them. My wife's biggest pet peeve which may be grounds for immediate dismissal dependiing on her mood is the customer should never receive their check if their plate has not been cleared.

In the bar, bartenders are required to greet their regular customers by name and have their drink on the bar before their butt hits the stool. A regular is defined as anyone who has been in more than once in the last three months. My wife's recall of customers' names and drinks is astounding. Once a couple came in six months after their first visit...they were from out of state and just stopped in at random (near the interstate). She remembered their first names, what state they were from and what they drank the first time they were in.

Wow, I wish I had that kind of memory for names - I'm horrible with those! It's a conscious and deliberate effort to remember them and even then I sometimes goof it up.

Another one of mine is wait staff asking "how is everything here" when they've seen you just take a bite and have your mouth full. I know for a fact this is deliberate (a friend of mine who's been a waiter for the last 15 years tells me that wait staff will do this just to amuse themselves sometimes). Once? Okay fine - haha - you got me. Twice? Not funny anymore. Three or more times? I break out the tip hatchet.

Just one of those things. . .

BTW got your lens boxed up and it's going out tomorrow - sorry so long.

When out for a meal with friends, I often joke about my "invention", the tip clock. You press a button when you want service. After a 90 second grace period, the clock starts counting down from 30, one point every 60 seconds. At the end of your meal, the tip is what's left on the clock. If you get really good service, you pay 30%, but for lousy service you pay little or nothing.

If I ever open a diner, I'll install these!

Your wife is correct. I bet she is very successful.

One other pet peeve in restaurants.

Usually my card is ready before you bring the check but if you catch me by surprise then don't disappear for 10 minutes after dropping it.

On the flip side is the customer's attitude. I personally am overly kind to any young kid working the counter at a fast food restaraunt or the bus boys or the cooks in the kitchen or the dishwashers. For every kid trying to make a living rather than being on the street hustling, I feel they need to be acknowledged and appreciated. Often when you encounter a surly young counterperson in a Burger Doodle, merely responding in a polite or appreciative or understanding tone yourself will diffuse their attitude.

Of course there are limits:p

I used to have a 62 Impala convertible. Red, not hard to notice.
One day 3 friends and I ran out of gas in Newport. We pushed the car into the gas station. The attendant is sitting in his chair out front soaking up some California rays. He didn't offer to help push or move from his chair at all, that's fine it is not his job to help us push.
This was before pay first, I think in the early 80's.
Anyways, I fill up the car at self serve and look at the guy to come and take my money. This lard ass still doesn't move and expects me to walk over to him, even though the cash box is out at the pumps.
I just sat back in my car, started it up and drove away.
F that guy.

Jeff,

Write an email or better yet a real letter to the parent company. I have had very good response with doing something like this in the past.

Joe

This just happened to my friend the other day, here is her story:

Now don't get me wrong - I'm all about supporting local coffee shops, but my experience on Sunday was unbelievable!

Every Sunday for about a month now I've been meeting a few girls for coffee and knitting (my two favorite things :D) The normal Sunday morning guy wasn’t working, so I just figured it was his day off. Anyway, all of us were sitting, knitting and chatting from 9 to about 11. Cindi and Wendy took off and Sue soon to follow. I was finishing up and was planning to leave when I was done.



All of a sudden, the employee working came up to me and said, “I know that you’ve been sitting here a while but if you’re not going to buy anything, you need to get the hell out. This isn’t the library.

”

Needless to say I was BLOWN AWAY! All of the girls that came out today bought something and the only reason I didn’t was because I didn’t have any cash on me. I think that if you’re with a group of people and a majority of them buy something then it’s acceptable to hang out for a bit. I could understand if it was totally crowded and I was taking a seat away from a customer, but I wasn’t and was literally on my way out the door.



Aren’t coffee shops for hanging out and enjoying a social atmosphere? I was really hurt by the way he confronted me. If he would have explained nicely that it is their policy that if you’re going to hang out for a little while then you need to purchase something, I would have been fine with that. I just don’t appreciate the way he handled the situation.


And their response when she emailed the owner:
"I'm very sorry that you were offended, but from our standpoint, yes, that was the owner, we have a family with two young children and high overhead. It is very difficult and requires all our heart and soul to run this business. It isn't a public library, or a public restroom, but a place of business. I'm surprised by your aversion to this policy, knowing that even the lights you sew by are being paid for by someone, and that money has to come from somewhere. If you let people hang out without buying something, it taxes us beyond our means to stay in business. Ideally, everyone could come and never buy stuff and hang out all day and use our facilities. I really wish we could offer that, but this is our livelihood and how we feed our children, so if you are unable to understand that and show that basic respect (an exchange between members of a community, not just taking from the community by one party while taxing another member) than I am sorry, but this isn't the place for your group to hang out. I hope you will see my point and return, but it is entirely up to you folks what you're comfortable with. It seems a little silly not to buy something out of respect when items are priced as low as 75 cents (sodas and bottled water). It is unfortunate that you have to adhere to this policy with every person, but after nearly 3 years in business we've found that if you don't, people take advantage of you.

Thanks for bringing this question to us rather than just never returning again and I hope this helps you understand where we are coming from.

Nicole Kangas
javalounge co-owner"

You do know that they only make a penny or two per gallon. If I were the owner, i would really come running with oranges and coffee.

3 words. At home Depot...(at least the ones around LA) Need I say more?

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 have to say my sympathy is 200% with the coffee shop owner. It´s a place of business. You don´t just sit there 2 hours, buy nothing and do your knitting. Jeez!

I knew someone would mention that. Yes I'm quite aware of the slim profit margin stations make on gas. But that isn't the point now is it? In your eyes small profit margins mean the employees can be dickweeds? I see. :rolleyes:

[QUOTE=Paul_Heery;3877980]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:


Stew Leonard's has a great approach to customer service, It's the only place in the world where I will do grocery shopping for my wife. LL Bean is another company that has great customer service, never been dissatisfied at either one.

In defense of the ladies in the coffee shop - I think there's incomplete information to formulate a conclusion. If they are simply there not bothering anyone and not utilizing resources that would otherwise just be getting wasted on empty space, there really isn't much problem with it. If there are other customers waiting for tables, etc. and can't find them because they're occupied by the "squatters", then obviously it's a problem and common courtesy would dictate that you either make a purchase or pack up and move along.

It costs the shop the same amount of $$$ to pay for lighting and rent on an empty space as a full one. If there is nobody else waiting to use the space, I think the heavy-handed approach on the part of the owner is a little bit over-the-top. If, OTOH there is nobody else around I feel inclined to side with the guests. No harm, no foul.

I suppose there could be a modest cost of their presence due to increased heat load in the space (body heat, forcing extra HVAC conditioning) but for three or four people? Pretty negligible. And it similarly depends on situation (is the A/C on? Economizer mode or active mode?) There's also a BENEFIT to the owner from having his/her tables occupied. The place looks active to a prospective customer strolling by. Empty seats? The subtle message is, "nobody likes this place, wonder why". Occupied? The message "read in" is, "this place must be good". There's also a security benefit from having other people around versus a stark empty shop. . .

Not saying who's right or wrong, but as with most things there's always more to the story and I don't know in this particular case if there's sufficient information to pass judgment.

I would say to that store owner that whether right or wrong, resorting to such tactics are a surefire way to guarantee a loss of customers. In this day and age when everyone is a victim, nobody is the problem, nobody ever does anything wrong, it's the wrong approach. Here's a hypothetical: Let's assume that the women involved were as rude/imposing as possible (I doubt they were, but play along here). Assume there was a line out the door and these women were simply sitting there taking up table space that other people wanted, were talking loudly, constantly using the bathroom and other "free" resources within the shop, etc. In that case, I'd have no doubt the owner is justified in coming over and telling them to scram, HOWEVER (here's the rub), do you HONESTLY think the people so confronted are going to see it that way? That's a helluva gamble with your life blood. 99% of the people out there would get indignant and say "what an a-hole" and never come back, whether they were right or wrong (in everyone's mind, they're always right no matter what). Future business lost. Future revenue gone.

Unfortunately part of working is taking crap from your boss. Even when you're the boss, you still answer to someone (your customers) and as a result, sometimes you have to take a certain amount of unjustified/unwarranted/undeserved/unfair crap from them in order to keep operating. . .

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.

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.

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.

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. SmileWavy

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. :mad:

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.

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.

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

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.

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.

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.

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

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

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.

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..

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.

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

Therein lies the problem.

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.