Tag Archives: Customer Service

Food Bitching, With A Twist

Here we go again.  Another restaurant on my blacklist, which is a shame because I’ve been very tolerant of them in the past.  But this incident had a a new, unexpected element to it.

I arrive and wait for attention.  This is typical.  I have no idea why this restaurant doesn’t have a host.  Finally, a man notices me and tells me I can have a seat anywhere.  And I do.

He brings me bread and a glass of water and says the waitress will be by soon.  Huh.  I guess they did get a host.  Good for them.  A lady comes out and takes my order.  Coke, salad, and an entrée.  Nothing fancy.

After a while, the host comes back out and asks if I need anything.  I just placed my order and I have bread and water, so, no.  I’m fine.  Good, attentive host.

Another party comes in and sits in the booth in front of me.  The waitress is apparently good friends with them, since they texted each other before arrival.  When the waitress eventually comes back around to take their order, she sits in the booth with them, chats with them for an extended time, and in-between, takes their order.  I’m thinking, “Where’s my coke?” 

Waitress goes away, checks on another table, then brings the neighboring party’s salads out.  Um, where’s my salad?  She goes away, comes out and clears a table, checks on another table and refreshes their drinks.  At this point, my water is empty and I’m being completely ignored, even when she looks right at me.  As I sit and stew, I decide:  It’s on.

At last, the waitress brings out my entrée.  I say thank you, then turn on the asshole mode.  “Now, may I have my Coke, my salad, and a refill of my water.  Please.”  She is stunned for a moment and says the other guy is my waiter.  What?  I thought he was the host.  She took my order.  She brought my food out.  I thought she was my waitress.  I tell her such.  Nope, they had switched.  She said that she got the Coke and salad ready, but he just left them there.

Wait.  She just admitted that saw my drink and salad sit there in back and did nothing about it?  She says the guy is new and she doesn’t think he’s going to work out.  Yeah, I never saw him again after he asked me if I needed anything, but I didn’t think he was a waiter.  In hindsight, why wasn’t he bussing the tables?  Hmmm.

Anyway, she apologizes and says she will get my Coke and take the salad off the bill and talk to her manager.  I’m semi-sympathizing with her at this point because of the misunderstanding that (at the time) I didn’t realize was more her fault than anything.  But then, a challenger appears!

The guy in the booth in front of me half turns around and says, “This is my first night here, and I’ll be your waiter.”  Remember, this guy is close friends with the waitress.  Obviously he’s been there plenty.  I didn’t quite get where he was going with his statement.

I chuckle and say, “Oh, I’ve been here several times." 

His voice changes slightly and he says, “This is a good place to eat.” 

Instinctively, I sense he’s a bit peeved about my dressing down of his friend.  I reply sympathetically and emphatically, “You’re right, this is a good place.” 

His voice changes more significantly and he orders, “Then shut the fuck up and enjoy it.” 

Dramatic pause.

Using a tone I have mastered that basically says, I have to say this, but I don’t mean a word of it, I reply,  “I’m sorry if I offended you, sir.”

He delivers more rambling f-bomb accusations with his back to me.  His wife is saying, “Honey, stop.”

Well, that’s that.  Without a bite of my food, I say, “You know, I don’t think this is a good place.” I remove my napkin and stand up.  I walk by his booth and say to him, “Thank you very much, sir.” 

I go to the waitress, who, despite the situation I put on her and the one happening between me and her friend, is helping another table… before she gets my damn Coke.  I put a bill in her hand and say, “Here’s $10 for the food. I won’t be eating here again.”  She chases after me trying to give the money back, but I shooed her off.

Sometimes the poison isn’t just the staff, it’s the patrons, too.

Doing It Way Wrong

http://www.ibtimes.com/kleargearcom-woman-hit-3500-fine-bad-credit-score-after-writing-negative-review-online-retailer

This story caught my attention, so I had to do a little looking into it.  I’m no uber-sleuth, but I can put some things together. I can put together enough to make some conclusions.

My first thought when going to KG’s site was, oh, they’re ripping off ThinkGeek.  Then I saw the copyright date of 2001, and thought, maybe they were first.  Turns out they’re not, ThinkGeek’s copyright goes back to 1999.  But in the course of figuring that out, I found that KG’s internet domain was first registered in 2004.  I’m not sure you can copyright a domain name before it’s even registered.  Scam flag #1.

Looking at the next level: the address.  A reputable company will display its address prominently to provide credibility.  However, the address is a Michigan address and there is no corporate record in Michigan for their company – no DBA record either.  Looking further, the address is simply a mail drop, not a physical location.  Scam flag #2.

So where is this company?  The BBB website says that KG’s legal department had an address in San Antonio, TX.  No corporate records found in Texas for them either.  A quick search in LinkedIn shows three members, the CEO and the CMO of KG (Rob Key) and a freelance writer who contracted with KG.  The CEO and CMO are both in Michigan.  Hmmm.  Rob Key also might have an address in San Antonio, TX according to internet searches.

So let’s just assume that’s a dead end.  The biggest red flag is their help page, which basically spells out how you’re going to do business with them.  in short, it’s the most unfriendly terms possible.  There isn’t any way to check the status of your order.  I couldn’t even find a login to check your profile.  When you have so many other options out there, why would you even buy from this site?

I’ve seen this business approach before.  It was in my Finally Fast review.  Companies like this need to die a quick death because they are doing no one any service.  The unfortunate thing is that the owners live on and create a brand new entity just like the last one.

Acknowledgement Received

Sometimes it’s difficult to determine what the norm is for service in the current day.  For such a long time, I’ve been told that customer service is the differentiating factor in successful businesses.  Businesses that sell products compete on price, selection, and service.  The way I look at it, you can get anything at any time, thanks to the Internet.  Then it becomes a matter of convenience and time determining what you’re willing to pay.  And with products, service is almost an afterthought, especially in this self-service age.  But what about when the product is a service?  You’re competing on price, quality, and service.  This is the tradeoff triangle, Good/Fast/Cheap – choose any two.

The other day, I called a car dealer near my workplace for some service.  It would be more convenient for me to go there since my local dealer is farther away and I’d need to schedule for a Saturday.  Asking for the service department, the phone then rang a few times and went to voice mail.  I found this odd.  I was expecting to wait on hold for a tech to pick up.  So I left a message.  That was at 12:30.  When I left work at 4:30, I hadn’t gotten a call back.  I called again and ended up in voice mail again.

Like I said, it’s difficult to tell if this is normal, modern customer service.  Personally, I think it’s terrible.  Maybe I’m a snob, maybe I’m unrealistic.  When someone is calling you and they want to give you money – and my voice mail message listed the services I wanted, which would be a decent sized bill – you should jump on the opportunity.  Further, I am a new customer, so this is my first impression, however, I can’t think that an existing customer would feel any differently.

So what was I expecting?  I was expecting to sit on hold.  And I think at some point in the past, this would have been unacceptable for some, but I was fine with it.  Being in a phone queue is pretty normal nowadays.  If things were average, I would just sit and wait for a long time.  If the service level was better than usual, I would ring back to the receptionist, who would ask if I’d like to leave a message or keep waiting.  If the service was even better than that, the service manager would jump on, explain he was busy and ask if I’d like to wait or leave my callback info.  The key here is being acknowledged by a person.  This is why it is very quickly becoming commonplace to be greeted by the whole staff when you walk in the door.  “Welcome to Firehouse!” “Welcome to Rita’s!” “Welcome to Subway!”  It sounds hokey, but it really does work.  But for my experience, I spoke to no people and I ended up talking to a generic voicemail box.  I wasn’t even acknowledged.

It seems that a phone system upgrade could fix this issue, for me, anyway.  My suspicion is that the service dept. knows that calls get kicked to voicemail after 4 rings, so there is a lack of urgency and unless they aren’t doing anything at that moment, they’ll just wait it out.  The phone should keep ringing and not give them an opportunity to ignore a customer.

At this time, more than 24 hours has passed, so I guess they don’t want my business.

Going Above and Beyond

A couple of days ago I bought a piece of jewelry to extend a bracelet, since my wrist was between link sizes – one link either made the bracelet spin freely or cut off circulation.  So I purchased a small extender, $8 after shipping.  It arrived today.  This is what I bought:

DSC_1580

This is how it was packaged:

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Nice and fancy.  That kind of stuff is lost on me.  But that’s not the end of it.

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So, a bracelet link in a poly bag, in a mesh bag, in a poly bag, in a shipping box, wrapped in the shipping invoice, wrapped in tissue paper and shredded packing paper, in a plastic shipping envelope.

Now that’s how it’s done.  That’s http://chainextenders.com for everyone that insists in having their jewelry treated like gold – even if it’s not.

America the Weak

Here’s a rant.  This is a peeve of mine.  I was at Wendy’s and I went back up to the counter for a refill.  I took the lid off the cup and the counter girl asked what I was drinking.  Coke, obviously.  So she grabs a new cup and starts putting ice in it.  I’d seen this many times and it always angered me at the simple waste of a cup.

So I asked, can’t you just use this cup?  She said no, that I might have a cold and not know it, or I might have "done something" to the cup, and that it was a health risk for her to take it; they could get sued.  Ok.  I understand.  She gave me my new drink and I asked "can you throw this one away?"  Sure.  She took it from me and I said, "Now you’re touching my cup.  Why couldn’t you fill it?"  she quickly countered with "but I can wash my hands afterwards."  And you could have washed your hands after filling the dirty, filthy, customer cup, too.

But America doesn’t think like that.  A bunch of germophobic, sue-happy morons.  Here’s a clue: Germs don’t obey the law.  You and your immune system are either stronger than them or you will succumb to them.  You can’t pass laws and policies that will stop them.