Customer Service Sometimes Sucks!

[countryboy]

I totally agree with you. When your service/food isn't good - send the food back. It delivers two messages. Never assume it's not the server's fault. It is as much their fault as it is the chef's. A good server knows the meal and should not bring it out if it's wrong. If I get a "wrong" meal or improperly cooked meal I send it back instantly. If the server is gracious about it and attempts to make up for it, they'll get a tip but they might not get as much as they normally woud have. If the server acts like I am just being fussy, there is no tip. If the second time the food comes out and it's still wrong, there is no tip. But - if I choose something different off the menu and it turns out to be something I really don't like, I make a mental note to never make the same choice again and stack it up as poor judgment on my part. People seem to feel if they order a dish that doesn't suit their taste, they have the right to send it back. They don't. (I had a customer who was buying 144 bags of no name tea. They wanted to know if they could bring it back if they didn't like the flavour because it was a lot of bags to use if they didn't like it! Not restaurant talk but still .....)

A good restaurant manager would prefer you to send a "wrong" meal back (if the restaurant made the mistake). Why? It's an opportunity to make sure the customer is happy, and happy customers say good things to other people. And come back again.

And a good restaurant manager will train the entire staff to understand this concept. That's how a good business is built - satisfying customers. It ain't rocket science. ;-)

(I like the tea example...never a dull moment when dealing with the public, eh?)

 

[weaselwords]

Tell you a nasty customer expierence which led to dismal customer sevice on my part.
A large customers production planner had a really nasty attitude (could say the customer from hell}. Well on this day he was hounding for product that wasn't scheduled or required on their part for three months & was told it would be three months as the product was being imported from Europe, he got into a snit. I called back a little later to ask whether he was over his snit (in exactly those words), he hung up. turns around five minutes later calls proceeds to ream me again at this time I figure its a joke and ask a "Are you being sarcastic or do you just not understand English". He then hangs up again followed three minutes later with another call this time even more shrill well rather discuss it any futher I banged the phone on the desk three times, by that he had hung up. He ended getting his president involved & was told to back off on materials that weren't reqired for up to 16 weeks.

 

[Sparrow]

I sometimes forget my travel mug and end up pulling up to a Timmy's for a quick coffee. Unless I specifically request that they don't overfill it, I end up with a takeaway cup that is filled to the brim and leaking all over me on the way from the drive-thru window to the cup holder. Messy. And irritating.

The next time ask them to make a small hole in the side of the cover and to put a straw in it. Works wonders just be careful when you take your first mouth full IT IS HOT.

 

[lone wolf]

..or check that the seam is to the back

 

[Sparrow]

Could someone pls tell me how to cancel my double post.

 

[TenPenny]

Voice mail can tick me off when it is used to simply cut costs. There are times when it is quite handy, but I get a little hot under the collar when I phone a company (especially the phone company!) and get a recording with a loooong menu of choices.

Years ago, when I worked in an Irving company, there came a day when JK, as he is known, called the manager of the pulp mill, and only got voice mail. Then he called the manager of the paper mill, and only got voice mail. Then he called the manager of the tissue mill, and got voice mail. The next day, all of the voice mail was changed - if the guy didn't answer, it went back to a real, live receptionist, who would try to help you, or put you through to voice mail if you wanted. JK was furious that you couldn't talk to a person, and he said that he wouldn't allow his businesses to run that way. He said it was bad enough that he, the owner, couldn't reach a person, but he was upset at what a customer would feel. It was an amusing time.

 

[JLM]

I totally agree with you. When your service/food isn't good - send the food back. It delivers two messages. Never assume it's not the server's fault. It is as much their fault as it is the chef's. A good server knows the meal and should not bring it out if it's wrong. If I get a "wrong" meal or improperly cooked meal I send it back instantly. If the server is gracious about it and attempts to make up for it, they'll get a tip but they might not get as much as they normally woud have. If the server acts like I am just being fussy, there is no tip. If the second time the food comes out and it's still wrong, there is no tip. But - if I choose something different off the menu and it turns out to be something I really don't like, I make a mental note to never make the same choice again and stack it up as poor judgment on my part. People seem to feel if they order a dish that doesn't suit their taste, they have the right to send it back. They don't. (I had a customer who was buying 144 bags of no name tea. They wanted to know if they could bring it back if they didn't like the flavour because it was a lot of bags to use if they didn't like it! Not restaurant talk but still .....)

There's two things to remember when sending the food back to the kitchen, one is you speak to the waitress as quietly as you can (you don't broad cast the problem to the whole restaurant. Two you remember that it's not the waitresses fault. A couple of years ago, in a casino restaurant in Spokane I found a dead fly in my meal, I don't get too squeamish about that stuff......sh*t happens eh, but the wife insisted I call the waitress and report it so I did in a very quiet way (basically all I wanted was for her to take the fly away) but she insisted on replacing the whole plate. Five minutes later the manager comes over and apologizes profusely and said BOTH our meals were on the house. If you are just quiet about the situation then there is no excuse for them to get defensive.

 

[countryboy]

Years ago, when I worked in an Irving company, there came a day when JK, as he is known, called the manager of the pulp mill, and only got voice mail. Then he called the manager of the paper mill, and only got voice mail. Then he called the manager of the tissue mill, and got voice mail. The next day, all of the voice mail was changed - if the guy didn't answer, it went back to a real, live receptionist, who would try to help you, or put you through to voice mail if you wanted. JK was furious that you couldn't talk to a person, and he said that he wouldn't allow his businesses to run that way. He said it was bad enough that he, the owner, couldn't reach a person, but he was upset at what a customer would feel. It was an amusing time.

No wonder that company is successful. They "get it."

 

[lone wolf]

Today, I lost it on a collections person ... and I actually felt sorry about it.

Over 15 years ago I became a statistic - one more injured worker. Hell of it all it, I was working for Ontario when it happened. Through several bouts with college, aches and pains, painkiller problems, legal problems from painkiller problems (mostly of the non-prescription variety) being frozen into a doomed Voc Rehab system, the hassle to re-qualify for the Mike Harris version of a disability ... the three-point swastika has haunted me.

In 1999, I got forgiveness of student loans by reason of medical disability. Now, someone has hit the harassment button again. I forwarded a copy of my old medical forms and current finance stats. I have told the collections people I will not be making any payments as the loan was forgiven.

Today, I am a cardiac risk with no doctor. I have to rely on a new face every time I go into the clinic. I am on five waiting lists in a region where thirty thousand people are without a family doctor - many in worse shape than me.

She asked me why I didn't have a doctor!

 

[bobnoorduyn]

Years ago we took a trip to Indonesia from LAX on their National carrier Garuda, (which left 1:30 late). We had to Leave Edmonton early to get to Vancouver to pick up our last minute tickets from their downtown office. They were very accomodating and friendly, and fast, and I was able to get back to the airport to catch the next flight to LAX.

The service to Honolulu was beyond anything I had ever experienced on North American carriers. Then the nine hour flight from HNL to Biak included a 3 course meal, and this was in "cattle class". After the movie my family settled down to sleep. I can't sleep on an airplane so I went to the back to have a smoke, yeah, it was back then. The purser asked me if I would like a drink as well. The national beer is Bintang, not too bad. After doing his rounds he parked the cart in the isle and said I could help myself. He later joined me in a smoke and we chatted away for a number of hours. The entire experience of customer service on the flight, airport security, customs, and in general, was something you just don't see here. The hamfisted manhandling of a Diesel 10 in flight on the other hand, is also something your don't see here either. I guess one offsets the other.

 

[VanIsle]

Today, I lost it on a collections person ... and I actually felt sorry about it.

Over 15 years ago I became a statistic - one more injured worker. Hell of it all it, I was working for Ontario when it happened. Through several bouts with college, aches and pains, painkiller problems, legal problems from painkiller problems (mostly of the non-prescription variety) being frozen into a doomed Voc Rehab system, the hassle to re-qualify for the Mike Harris version of a disability ... the three-point swastika has haunted me.

In 1999, I got forgiveness of student loans by reason of medical disability. Now, someone has hit the harassment button again. I forwarded a copy of my old medical forms and current finance stats. I have told the collections people I will not be making any payments as the loan was forgiven.

Today, I am a cardiac risk with no doctor. I have to rely on a new face every time I go into the clinic. I am on five waiting lists in a region where thirty thousand people are without a family doctor - many in worse shape than me.

She asked me why I didn't have a doctor!

I have a sister-in-law in Cagary who like you, doesn't actually have a family doctor. Very frustrating when you have a condition like you do. She goes to the clinic where most people just see whichever doctor is free to take someone and she tells the nurse she will wait to see Dr. Whoever he is and she does. Sometimes she is there for at least 2 hours or maybe 3 but she does have prescriptions from only one doctor. When she goes to the hospital she can at least say that Dr. Whoever is her doctor and all her information is in one place with only one doctor handing out pills because she takes a bundle of them. We are very fortunate here. I have a family doctor (we have) and so do my kids and grandkids. All three families have a different family doctor but we still have one. We had a lot of doctors come here from Africa so we are lucky.
Sorry to go off topic but I thought it might help LW to consider doing the wait thing so that he has only one doctor. If you see several doctors, there is no one to "fight" for you.

 

[countryboy]

In our small town nearby, we have 2 supermarkets - Safeway & Save-On (Vancouver-based Overwaitea). I shop at both. Over the year, I have asked store clerks (those that are working in the aisles) in both stores for help in locating some particular item. The responses are a study in customer service. Here are a couple of examples:

At Save-On...
Me: Excuse me, do you have something called wasabi?
Clerk: Huh?
Me: Wasabi. It's Japanese horseradish, usually comes in a tube, ready to use.
Clerk: I don't know.
Me: I've looked in the Asian food section but couldn't find any there. Is there a chance it might be in another section?
Clerk: I don't know.
Me: Well, who would know?
Clerk: I don't know.
Me: I've looked in the Asian food section but couldn't find any there. Is there a chance it might be in another section?
Clerk: I don't know.
Me: Thanks. (I leave the store and go to Safeway)

At Safeway...

Me: Excuse me, do you have a product called Wasabi?
Clerk: Let's see...is that an Asian product?
Me: Yes. It's a Japanese horseradish, usually come in a tube, ready to use.
Clerk: OK sir, I think it's in the Asian foods section in aisle 5. Would you like to come with me sir? (Clerk leads me to the section in aisle 5)
Clerk: Here we are sir. Is this what you're looking for? (Points to wasabi on shelf)
Me: Yes, thank you very much.
Clerk: Is there anything else I can help you find today, sir?
Me: No thanks. But thank you very much for your help.
Clerk: You're welcome, sir!

I have other examples, but they're all pretty much along the same lines.

Needless to say, I go to Safeway first on my shopping trips to "town." I may pay a bit more on certain items, but I'm finding hard to support Save-0n just because they don't seem to care much about their customers. They are a "last resort" for items that might not be in stock at Safeway.

 

[JLM]

Yes, Countryboy, I much prefer Safeway to Overwaitea, they just seem to be more helpful generally. I know Safeway has a reputation for being high priced, but if you have their card and watch for what's on sale you actually don't come out too bad. Safeway employees know their products and know their way around the store. They are the exact opposite end of the scale than Canadian Tire (here in Vernon)

 

[countryboy]

Yes, Countryboy, I much prefer Safeway to Overwaitea, they just seem to be more helpful generally. I know Safeway has a reputation for being high priced, but if you have their card and watch for what's on sale you actually don't come out too bad. Safeway employees know their products and know their way around the store. They are the exact opposite end of the scale than Canadian Tire (here in Vernon)

Yep, I figured out long ago that Canadian Tire is generally a "self-serve" operation. There are exceptions of course, on a store by store basis, but I've shopped in enough of them to know that I'd better figure out exactly what I need before I get there, or it'll be a long time waiting for their helpful "customer service" people to assist me. I guess they keep their prices reasonable by not going overboard on customer service costs.

Fair enough...they could probably save a couple of bucks by getting rid of that customer service desk, the sign, and all that other stuff. Why bother trying to promote something that doesn't exist?

Hell, I'd even suggest that they could create a new tag line for all their ads...something like, "Save Money & Shop In Peace At Canadian Tire; We Don't Bother Our Customers!"

 

[JLM]

"Hell, I'd even suggest that they could create a new tag line for all their ads...something like, "Save Money & Shop In Peace At Canadian Tire; We Don't Bother Our Customers!"- GREAT IDEA, YOU SHOULD BE UP THIS EARLY EVERY MORNING.

 

[countryboy]

"Hell, I'd even suggest that they could create a new tag line for all their ads...something like, "Save Money & Shop In Peace At Canadian Tire; We Don't Bother Our Customers!"- GREAT IDEA, YOU SHOULD BE UP THIS EARLY EVERY MORNING.

I usually am, but have been keeping weird hours lately...my better half is in Japan visiting her sick father and phone calls take place at strange times, with a 17 hour time difference...

 

[EagleSmack]

Why would you pretend it was your fault, if the food was bad? That only encourages bad cooking.

Because I wouldn't want the cooks putting extra ingredients (if you know what I mean) into the meal before they send it back.

If it was bad I would just deal with it and not go back to that place again.

 

[countryboy]

Because I wouldn't want the cooks putting extra ingredients (if you know what I mean) into the meal before they send it back.

If it was bad I would just deal with it and not go back to that place again.

Your point is well taken. That's why I like the "open kitchen" concept. :lol::lol::lol:

 

[Mowich]

I still remember the woman who taught me all I needed to know about the importance of excellent customer service. It was shortly after I had been accepted for my very first job as a waitress and Edith was our floor supervisor. She told me that when I walked through the door to begin my shift, that all my troubles should remain on the other side of that door. She talked about various types of customers and told me to remember that if someone was being difficult or demanding, surly or grumpy, that they may just be facing a bad time in their life. It was my job, she said, to make their time with us as pleasant as possible. Her motto was,'the customer always come first.'

I took Edith at her word and applied everything she taught me. Not only did I become, modesty aside here, an outstanding waitress but I was promoted several times over the years to positions where I was able to instruct other young aspirants to the trade on the very priciples that Edith instilled in me. As an added bonus, I found that by leaving my troubles behind me for the duration of my shift, I was able to approach them in calmer and more positive manner.

It was not the amount I was paid to serve people that mattered as I usually made my wage in tips. I was not a 'better' waitress because I received a wage increase, I was simply a great waitress every time I walked on the floor.

Maybe it is time to put the 'customer' back in 'customer service.'

But then, that is just my opinion. :smile:

 

[TenPenny]

Your point is well taken. That's why I like the "open kitchen" concept. :lol::lol::lol:

I was in a local restaurant, it's an open concept, and the owner happened to be there that night. (He owns a half dozen restaurants). It was chaos. He had to personally insepect every plate that left the kitchen area, and sent most of them back for one reason or another...while I'm sure he had a reason, it meant that the kitchen was horribly backed up, the cooks were getting frustrated, and the more harried they got, the more mistakes they made...it was kind of fun to watch, sort of like a version of hells kitchen, without the gratuitous swearing and abuse.