Phil offers the suggestion that when we’re faced with this type of situation, perhaps we should take a moment to give feedback to the company in order to help them learn from it. Phil goes on to ask:
“Do you think the smaller shops NEED to be better to survive? Do you give big chains the benefit of the doubt? Would you give this associate's manager the feedback she/he desperately needs to take their store from good to great?”
Here are my answers:
1. Whether you are a smaller shop or a bigger shop, you definitely need to be better in regards to customer service in order to survive.
2. I tend to give anybody the benefit of the doubt. Antonella’s experience is one isolated incident, but I’m willing to forgive the company given that it doesn’t keep happening over and over again.
3. Feedback is needed. A business won’t know how they’re doing unless you tell them!
Meikah over at Custserv gives her 2 cents on the topic...
My question is: Does one bad apple ruin it for the bunch? Any thoughts?
Related Post:
Is There a Bad Apple in the Bunch?
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Because I know you care about this kind of stuff (that's why your blog is so helpful), I relate this story about what happened today as I tried to spend $1000 at Starbucks. A very simple transaction, so I thought.
Scenario: The Staff Holiday party is next week. I need 40 gift cards (Blue Snowflake design) loaded with $25.00 each by this Friday.
1. Drive to local Starbucks store. After attempting to ring-up several cards, Barista tells me that it works better if I call Corporate; they will get me what I need in two days. Hmmm.
2. Drive back to office.
3. Call Corporate. They tell me the only way I can get cards by Friday is to pay $10 for expedited freight. Oh, and they don't sell the Blue Snowflake design in bulk. If I want that design, I need to go back to the local store to purchase. Oh, and the local store can only ring up 10 cards at a time. Something about the registers "being weird" in the way they handle Gift Card data. Hmmm.
4. Drive back to local Starbucks store. Explain the situation. They say no problem and start to ring-up the cards again, in smaller batches. They tell me to take a seat. After ten minutes, they give back my credit card and tell me that the register will only let them ring up four cards per register, and that I can only purchase eight cards per day per store. Huh? Manager smiles and gives me a FREE DRINK coupon. Encourages me to call Corporate or drive to multiple stores to make purchases.
5. Drive back to office. Call Corporate. Order Taker acknowledges that it's pretty screwed up. Recommends buying the Blue Snowflake card on the Starbucks Consumer Website, but wait . . . he also notes that it only allows me to purchase 14 cards at a time, and that I would have to pay separate expedited shipping on each order (an extra $50 bucks total) to get them by Friday. Recommends I buy the Red Christmas Tree design. Hmmm.
6. I don't want the Red Christmas Tree design, but it seems to be the best of available options.
7. Order Taker gives me free freight ($10) to "make up" for all the hassle. Hmmm.
Wake Up Call to Starbucks: "I'm trying to spend LOTS of money with your company! It shouldn't be this difficult!!!!!"
Scott
Posted by: scott | November 27, 2006 10:20 AM | Permalink to Comment