Service of Businesses That Forget Who Pays the Bills
January 28th, 2016
Categories: Automobiles, Customer Care, Customer Service, Service, Service Personality, Technology
Here are three businesses or employees who forgot that it’s through customers that they earn their salaries.
Face the Music
I read this on a friend’s Facebook posting: “I liked TOYOTA MANHATTAN until today. I had a 9 AM appointment for my car which I bought there at A VERY inflated price 1 ½ years ago and waited in line an hour and was told by an employee to go to the front since I had an appointment, only to be told to go back in line and by then, I’d lost 5 spaces. ANGRY. And the fact that 3 people were on their personal phones when I was waiting for an hour makes it worse!”
How do I know?
I notified The Wall Street Journal, online, that we didn’t get our issue and received two automatic notices: 1) that they’d told the distributor and would credit us for a copy and 2) was a request to evaluate the service. The wanted to know if I was __ Delighted; __Fairly Satisfied or __Not Satisfied.
I clicked “Not satisfied” and because they asked respondants to explain, I wrote “How can I be satisfied when I don’t know when I will receive the missing copy?” We never got it as that is not an option when you report a missing copy online which was strike two. Further we have no idea if we were credited to receive an additional copy. My advice: Call, don’t report a missing issue online.
A Loyal Customer Left High and Dry
Employees [and policies] cause problems not only at world-renown brands. A follower of this blog, frequent commenter and friend called about a recent incident with a service her family has used extensively and loyally since the 1950s. Last summer she estimates that she spent $500 on dry cleaning at this suburban Boston company. Given their history, the company, that has four branches, has always billed her.
She was dealing with an employee, not an owner, when picking up clothes this week. She’d received a notice that they had some of her belongings that she might have forgotten. The young staffer insisted that the clothes might not be hers and said that in any case, she couldn’t take them unless she paid $103 on the spot. He presented no bill.
She explained that for decades the owners have billed her and that’s when sparks began to fly. He became increasingly rude to both her and her husband using an elevated, obnoxious tone. [Note: They are an elegant, distinguished couple.] He’s not a nubie: He told them he’d worked for the compay for six years. He didn’t flinch when she told him “We will never come back here. You have no idea how to behave or treat people.” She’s contacting the owners about him.
- Re: the Toyota incident, it’s amazing how employees aren’t embarrassed to take personal calls in front of a line of customers waiting for service, isn’t it? And why bother to make service appointments if you ignore them?
- Saving itself money was the goal of The Wall Street Journal’s subscription customer service department. The idea was to get rid of a complaint ASAP, not accommodate subscribers. Can you share other examples?
- As for the dry cleaner, does brand loyalty have no importance anymore? Does the in-your-face political atmosphere in some quarters feed such aggressive behavior?