Yesterday I wrote the whole day ordeal of the post- accident aftermath. It also was a good day to reflect on the idea of "what is good customer service?".
I knew since I volunteered to help TheGuy, it was going to be lots of red tape. I knew I had to have a good attitude and I was probably going to have to be patient.
We walked into the insurance office with no appointment and immediately we were assisted by the agent. She was sympathetic. She offered beverages. She immediately started the paperwork, made phone calls on our behalf while we were there in the office, on speaker phone so we could hear everything. She gave us copies of everything. She helped us with phone calls TheGuy actually had to make to the claims dept.; she didn't need to be part of that but was, in case we had questions. Then the rest of the day she stayed in contact with us to see how we were doing, to update on her progress, and to see if I needed any help with my mission. I was super impressed with her. This was an example of the most excellent customer service.
I went to the city impound lot and that wasn't without some bumps. I could tell in my short time waiting in line that the women who are the clerks there do NOT have an easy job. People who come there are mostly angry. This is the lot where cars what need towed post- accident but don't go to a garage are deposited. Also... it's where people's cars get towed who park where they aren't supposed to and where cars are put when they're impounded from a crime scene. So, yeah, mostly people who show up there are pretty pissed off. Additionally, this place is in a rough part of town AND there is a city policeman on duty, armed, in a patrol car, the entire time they're open. Not an easy place to work, I would guess. But I have to say, the 4 women who were working the windows were calms, cool, and professional, often friendly as well. I had never been to this place and had no idea what to expect. I was prepared. When I stepped to the window I gave her all my paperwork, my ID and my credit card. Since my name wasn't on anything, there was a SNAFU. She explained TheGuy could call in and give phone permission for me to do stuff for him. She told me after I called him I could come back to her window without having to get a number as soon as she was done with the person who would be at the window at that time. I stepped out and made my call and came back in. She was true to her word and we completed our paperwork. I told her I didn't know what to do next and she was so kind and helpful. She told me she was sorry they didn't have a waiting room but I was welcome to wait in the parking lot while I waited for our tow truck. She also told me she had called a lot attendant to come up and chat with me if i had questions about the car. She explained all the paperwork and what I needed to do with each piece of it. Again, excellent customer service AND this is a woman who has a pretty tough job! (I heard her get yelled at for no reason, and someone else in line called one of these clerks a bitch.)
I called the tow trucking company. We had several phone calls and every time I called Nicky was super sweet. She was not only professional but she was also sympathetic and helpful. She gave me all the info I needed, even letting me know it would be better for me to have cash than deal with credit cards with the driver. The only thing I wasn't happy about was that she told me someone would meet me at the impound lot in 30-45 minutes but it was really was an hour and 15 minutes later. So, customer service was alright.
The tow truck driver- Larry- was great. He was a nice guy. He made sure I had directions to get from the lot to my apartment. He also knew where I lived because he has a relative there so he knew the perfect spot to get the car into so it would be out of the way (next to the dumpster, by a fence, in a corner). That really helped! He also said they're the tow company who's contracted by our apartment complex to tow cars who are illegally parked so he said he would call the office and make a note in the computer to NOT tow us! See- excellent customer service.
I talked to our maintenance guy - Brian- at the apartment complex- it's not even his job to help me with the car thing- but he listened, AND he also then told the leasing agent when she returned. The leasing agent touched base with me to double check the info Brian gave her. YAY- go our apartment complex staff! Yay great customer service!
I picked up Mac and we got Starbucks coffee. (After the day I had I thought I deserved a coffee. I was tired. I was mellow. I wasn't in a hurry and I wasn't angry or impatient.) I ordered. I ordered 2 drinks, nothing special- 2 venti salted caramel mochas (no special milk, syrup, nothing, just as is- the standard version). I waited. I saw the 5 people who were in line behind me all get their drinks. I finally asked one of the baristas making drinks, nicely! I asked NICELY!- if my drinks were being made. She asked what they were. I told her. She said, "I don't have cups for that." She used a super snotty tone, like that was my fault. The woman as the cash register heard and said, "Oh I didn't make those cups." The barista I asked turned to me and said, "See, I can't make drinks if I don't have cups." Really. REALLY?!? Oh fuck you barista bitch. She made the drinks, slammed them on the counter and then slapped a free drink coupon down next to the drinks and said, "next time you come in you can have a free one." and she walked away. Did you notice at no point did anyone apologize? And in the process some how tried to make this out to be my fault? So far this ranked as the WORST customer service of the day. This was not at my 'usual' Starbucks, either. This one is located in a prissy-pants, hoity-toity, snobby fashion mall so their rude-ass behavior is pretty much like most of the people you encounter in the mall- shoppers and employees. I try to avoid this Starbucks at all times but I wasn't thinking. And I expect better from Starbucks. I spend A LOT of money a year (it's abhorrent what I spend on coffee since I moved to the Capital) there so I have high expectations. This just makes me angry. Bad customer service. Bad, bad, bad.
We decided to eat dinner at Boston Market that night for dinner. We were in line and a girl dipped up half a plate of food. Her manager walked up to her and asked if she gave the person already seated her turkey dinner since it was now cooked. She said to him she didn't know it was done. He took our plate out of her hand, slammed it on the counter and said to her, "Go get the woman her dinner." Then he walked away. She did as she was told and then came back to help us. I felt really bad for her since he treated her like shit in front of customers. I was pissed because he never looked at us or said "excuse me" or "I'm sorry." I've done a slow burn about this since Friday night. Poor customer service.
Ya know, I had great customer service experience all day long with people who have to deal with those who are primarily angry: an insurance agent and various insurance reps who had a client in a crash, an impound lot employee who deals with people whose cars have been impounded, tow truck employees who deal with people with car trouble... and my worst customer service experience is at a Starbucks and a Boston Market? Really? What does this say?
I haven't drawn any conclusions that are earth shattering or revealing. I guess I just find it more or less an interesting assessment of human nature. The Starbucks and Boston market employees sure would suck doing anything high stress if they can't really cope with food service customers. I've waited tables, tended bar, dipped ice cream, worked as a barista, been a dining room hostess, washed dishes in a kitchen restaurant, and did a little bit of short order cooking so I know food service. I've also been a social worker, an insurance telemarketer, and a teacher so I now what it's like to deal with angry people- the Starbucks and Boston Market folks are out of line.
Like I said, it's merely an observation of all my incidents of customer service in just one day.
Maggie
Showing posts with label customer service. Show all posts
Showing posts with label customer service. Show all posts
Sunday, September 21, 2014
Wednesday, September 5, 2012
Letter to pizza joint's new owners
Dear new owners of my formerly favorite locally owned pizza place who needs to learn about customer service:
Since you opened your pizzeria- Sally Sicklemeyer's- in my town, I've been a dedicated customer. For the first few months you opened I was there weekly, if not more. My sis-in-law and I loved to bring her babies there, and your former lunch buffet was, by far, the best in town in taste, quality, quantity, and cost. Your food was to die for and your hired help was always great and friendly.
Now you suck.
And you are the new owners so none of this is directed to the people who owned you before because you started sucking when you took over.
One thing I loved was your $4.99 buffet which I was told is now gone. Fine.
You raised you pizza prices. Your food is good but not that good.
But my biggest complaint is a combination of your now crappy customer service and your now new crappier delivery policy.
Here's a little story for you: I work at Alcatraz which is 6 miles out of the city limits. We order from you all the time- well, from your previous owners. We were outside of the regular delivery sphere but because the previous owners were supporters of Alcatraz, they decided to allow their drivers to deliver to us. We house around 110 kids in 10 dorms. We also house about 89 staff and their families in various homes and apartments on our campus. We also have on call staff 27/7 so at any given time we have around 200 people on campus. Staff can, and does, order pizza for our kids. Now I'm sure you know how many pizzas it takes to fee 2 adults and 14 boys between ages 14-17. A LOT, which was around $100, give or take. My point is that while the previous owners allowed delivery outside of the usual delivery area, it was PROFITABLE for the company AND the drivers.
Remember the above.
Imagine my surprise when I called to order for a few of us and the following happened:
1. I was told by a snotty woman- Alecia- that they "no longer delivered to Alcatraz". I said okay and then she put me on hold and came back on to tell me, in her still snotty way, that the new manager said they could deliver this one last time but for a $3 fee. I said okay and ordered our food.
2. I told her I had a coupon for a free order of bread sticks and she put me on hold and came back and said, snottily, that the new managers would go ahead and "honor" the coupon, for now.
3. when I was done with the order she told me I had to get more food because it didn't total $25. I said I didn't know it had to; she said that was the only way they would deliver "that far" and that I better be "ready for lots of new changes coming from the new manager." She also said that the drivers hated to come there. I then raised my voice and told her she was crazy because people who live and work here understand and appreciate the company being willing to accommodate us, and we tip well. I told her I work as the receptionist and money is usually left with me and it's rare that a tip is LESS than $5. I told her to ask the drivers.
She finally gave me a total and then said it would be 80-90 minutes until it would be there, and hung up on me.
I fumed, discussed this situation with my colleagues and we called to cancel our order. And then ordered from the only other locally owned pizza joint- Godmothers- and they said after what happened and to thank us for our business, they would glad breach their delivery area from now on, and bring us food.
I will never be eating at Sally's again. I understand if you no long want to deliver here but the rude and snotty attitude from Alecia was inexcusable, especially her hanging up on me. It was unnecessary to keep changing the order rules: coupon, delivery fee, minimum order. As the new manager, you need to be ready for a change from me: I won't be there any more and I will tell everyone I know about this and maybe your business won't be there anymore either. And remember, I can tell all 200 people who live in work at Alcatraz what happened with a click of one email button. And they'll tell people and so on...
And I will make sure every single person knows that Godmother's saved the day.
I'm not impressed with you, the new owners of Sally. And that's too bad because not only have you lost my dedication, you have lost my business.
Respectfully,
Maggie Mae O'Sullivan
Since you opened your pizzeria- Sally Sicklemeyer's- in my town, I've been a dedicated customer. For the first few months you opened I was there weekly, if not more. My sis-in-law and I loved to bring her babies there, and your former lunch buffet was, by far, the best in town in taste, quality, quantity, and cost. Your food was to die for and your hired help was always great and friendly.
Now you suck.
And you are the new owners so none of this is directed to the people who owned you before because you started sucking when you took over.
One thing I loved was your $4.99 buffet which I was told is now gone. Fine.
You raised you pizza prices. Your food is good but not that good.
But my biggest complaint is a combination of your now crappy customer service and your now new crappier delivery policy.
Here's a little story for you: I work at Alcatraz which is 6 miles out of the city limits. We order from you all the time- well, from your previous owners. We were outside of the regular delivery sphere but because the previous owners were supporters of Alcatraz, they decided to allow their drivers to deliver to us. We house around 110 kids in 10 dorms. We also house about 89 staff and their families in various homes and apartments on our campus. We also have on call staff 27/7 so at any given time we have around 200 people on campus. Staff can, and does, order pizza for our kids. Now I'm sure you know how many pizzas it takes to fee 2 adults and 14 boys between ages 14-17. A LOT, which was around $100, give or take. My point is that while the previous owners allowed delivery outside of the usual delivery area, it was PROFITABLE for the company AND the drivers.
Remember the above.
Imagine my surprise when I called to order for a few of us and the following happened:
1. I was told by a snotty woman- Alecia- that they "no longer delivered to Alcatraz". I said okay and then she put me on hold and came back on to tell me, in her still snotty way, that the new manager said they could deliver this one last time but for a $3 fee. I said okay and ordered our food.
2. I told her I had a coupon for a free order of bread sticks and she put me on hold and came back and said, snottily, that the new managers would go ahead and "honor" the coupon, for now.
3. when I was done with the order she told me I had to get more food because it didn't total $25. I said I didn't know it had to; she said that was the only way they would deliver "that far" and that I better be "ready for lots of new changes coming from the new manager." She also said that the drivers hated to come there. I then raised my voice and told her she was crazy because people who live and work here understand and appreciate the company being willing to accommodate us, and we tip well. I told her I work as the receptionist and money is usually left with me and it's rare that a tip is LESS than $5. I told her to ask the drivers.
She finally gave me a total and then said it would be 80-90 minutes until it would be there, and hung up on me.
I fumed, discussed this situation with my colleagues and we called to cancel our order. And then ordered from the only other locally owned pizza joint- Godmothers- and they said after what happened and to thank us for our business, they would glad breach their delivery area from now on, and bring us food.
I will never be eating at Sally's again. I understand if you no long want to deliver here but the rude and snotty attitude from Alecia was inexcusable, especially her hanging up on me. It was unnecessary to keep changing the order rules: coupon, delivery fee, minimum order. As the new manager, you need to be ready for a change from me: I won't be there any more and I will tell everyone I know about this and maybe your business won't be there anymore either. And remember, I can tell all 200 people who live in work at Alcatraz what happened with a click of one email button. And they'll tell people and so on...
And I will make sure every single person knows that Godmother's saved the day.
I'm not impressed with you, the new owners of Sally. And that's too bad because not only have you lost my dedication, you have lost my business.
Respectfully,
Maggie Mae O'Sullivan
Wednesday, June 13, 2012
Pissed at Starbucks
I'm pretty mad at Starbucks right now.
Since I started this diet I've been trying to come up with a new favorite drink that doesn't have a bajillion calories like my Venti Peppermint Mochas.
I went to a Starbucks and they had sugar free peppermint and sugar free chocolate so the barista experimented. It wasn't bad. But not all Starbucks have the sugar free peppermint nor chocolate. it's pretty inconsistent and that's frustrating.
So I then I thought I'd get something different. I went to a Starbucks at a mall and told the barista my dilemma. She made me a sugar free vanilla cold drink with coffee, skinny, blended thing and it was really good. She said the only calories in the whole thing was the milk. Okay!
I couldn't remember what it was called so I took a picture of the cup and when I was at another Starbucks, I showed that barista the picture. As he and I chatted he informed me if really did have sugar in it but half the amount of regular frappuccino powder. Huh? I told him what she said he said she was wrong; really, though, he thought I was wrong because he said Starbucks employees wouldn't say that.
WTF?!?
I was pissed. I count ever single calorie that goes in my body and I spend lots of time on restaurant web sites analyzing nutrition values. And he insinuates I'm stupid? I was pissed.
Then he proceeded to make my drink and it tasted like crap.
I drop A LOT of money at Starbucks on a regular basis. I have a gold card with my damn name on it. I continue to patronize them and believing they'll help me find something that tastes good. But this guy just rubbed me the wrong way and made a crappy drink on top of it.
I took the picture to another Starbucks- in a different city even- and the barista there made it the same way as the mall girl and said she was right.
I went back to the other Starbucks with the mean guy; he wasn't there of course. I showed the picture to another barista at that store and HE said it was wrong and made me a crappy drink, AND SLAMMED MY CUP DOWN. Oh yes he did.
I was nice. I was polite. I was respectful. I didn't yell or anything. I got bad customer service and a crappy product. I am NOT going back to that Starbucks. I don't deserve the treatment I received- no one does. This is why people think Starbucks sucks. And for $5.24 per drink, I don't have to tolerate it. And at this point, unless I get an iced tea, I won't be going to any Starbucks until someone can give me a real, honest answer about the beverage I get, and improve customer service. I've been going there for more than 10 years. I drove 3 freaking hours one way when I lived in the Wild West to get Starbucks. I am so saddened by the repeated inconsistencies and rude customer service.
I. am. not. impressed. anymore.
Disgruntled Starbucks customer,
Mags
Since I started this diet I've been trying to come up with a new favorite drink that doesn't have a bajillion calories like my Venti Peppermint Mochas.
I went to a Starbucks and they had sugar free peppermint and sugar free chocolate so the barista experimented. It wasn't bad. But not all Starbucks have the sugar free peppermint nor chocolate. it's pretty inconsistent and that's frustrating.
So I then I thought I'd get something different. I went to a Starbucks at a mall and told the barista my dilemma. She made me a sugar free vanilla cold drink with coffee, skinny, blended thing and it was really good. She said the only calories in the whole thing was the milk. Okay!
I couldn't remember what it was called so I took a picture of the cup and when I was at another Starbucks, I showed that barista the picture. As he and I chatted he informed me if really did have sugar in it but half the amount of regular frappuccino powder. Huh? I told him what she said he said she was wrong; really, though, he thought I was wrong because he said Starbucks employees wouldn't say that.
WTF?!?
I was pissed. I count ever single calorie that goes in my body and I spend lots of time on restaurant web sites analyzing nutrition values. And he insinuates I'm stupid? I was pissed.
Then he proceeded to make my drink and it tasted like crap.
I drop A LOT of money at Starbucks on a regular basis. I have a gold card with my damn name on it. I continue to patronize them and believing they'll help me find something that tastes good. But this guy just rubbed me the wrong way and made a crappy drink on top of it.
I took the picture to another Starbucks- in a different city even- and the barista there made it the same way as the mall girl and said she was right.
I went back to the other Starbucks with the mean guy; he wasn't there of course. I showed the picture to another barista at that store and HE said it was wrong and made me a crappy drink, AND SLAMMED MY CUP DOWN. Oh yes he did.
I was nice. I was polite. I was respectful. I didn't yell or anything. I got bad customer service and a crappy product. I am NOT going back to that Starbucks. I don't deserve the treatment I received- no one does. This is why people think Starbucks sucks. And for $5.24 per drink, I don't have to tolerate it. And at this point, unless I get an iced tea, I won't be going to any Starbucks until someone can give me a real, honest answer about the beverage I get, and improve customer service. I've been going there for more than 10 years. I drove 3 freaking hours one way when I lived in the Wild West to get Starbucks. I am so saddened by the repeated inconsistencies and rude customer service.
I. am. not. impressed. anymore.
Disgruntled Starbucks customer,
Mags
Saturday, April 14, 2012
Speedy process it's not
I feel like when I go to the local Speedway for fuel, it's a comedy of errors.
First, I want to say that about 6 weeks ago, they went to a pay at the pump policy. There were signs all the over the store and all over the pumps. It was on their big sign by the road and it was on local radio stations and in print ads. And once it became pay at the pump, there were still signs up.
I have a fuel card that I load money on because it give a discount. So I always put money on my fuel card and then swipe my "Speedy" card to earn points (which accumulate to free gas).
The first time I went for fuel in post pay at the pump, I went inside and loaded my fuel card and then neither my fuel card nor Speedy card worked at the pump. I had to go back in and they set it up from the register so I got fuel and my Speedy reward points while using my fuel card.
The second time, I went inside and loaded it up and at the pump it wouldn't read my Speedy card but it did take my fuel card so I didn't get any Speedy points. Bummer. I mentioned it to the girl at the register the next morning when I stopped for coffee (don't judge, it was on the way!) so she had me create an "alternate ID number" so when I went to the pump next time, I didn't need to use my Speedy card, I could just enter the alternate ID. O-kay.
So yesterday I went to get fuel, thinking third time's a charm. Uh... no. I loaded my card and at the pump I entered my alternate ID- and it worked. I swiped my Speedy card, and it worked! I pressed the button for the fuel grade I wanted and suddenly, before I touched the pump handle, the window that counts dollars add 4 cents. I hadn't even pumped anything. I know it's just 4 cents but this was the third time I had a problem. And when i tried to squeeze the nozzle to put in fuel it wouldn't work and then printed me receipt saying I spent 4 cents. WTH?!?
I walked back inside and asked Ashley for help. She said this pay at the pump has been a nightmare since it started so she walked out with me to the pump and between the 2 of us we managed to get everything working and properly after many starts and fits- we actually were cursing Speedy cards and laughing that we managed to beat equipment into submission! She went inside while I pumped. And because I go there almost daily for coffee she came back out with a cup of my favorite java, for free, for my troubles. What a SWEETIE!
I'll keep going there until all the fuel bugs are worked out. I can't be the only one with issues, right? And I'll go because they have amazingly wonderful customer service!
Maggie
First, I want to say that about 6 weeks ago, they went to a pay at the pump policy. There were signs all the over the store and all over the pumps. It was on their big sign by the road and it was on local radio stations and in print ads. And once it became pay at the pump, there were still signs up.
I have a fuel card that I load money on because it give a discount. So I always put money on my fuel card and then swipe my "Speedy" card to earn points (which accumulate to free gas).
The first time I went for fuel in post pay at the pump, I went inside and loaded my fuel card and then neither my fuel card nor Speedy card worked at the pump. I had to go back in and they set it up from the register so I got fuel and my Speedy reward points while using my fuel card.
The second time, I went inside and loaded it up and at the pump it wouldn't read my Speedy card but it did take my fuel card so I didn't get any Speedy points. Bummer. I mentioned it to the girl at the register the next morning when I stopped for coffee (don't judge, it was on the way!) so she had me create an "alternate ID number" so when I went to the pump next time, I didn't need to use my Speedy card, I could just enter the alternate ID. O-kay.
So yesterday I went to get fuel, thinking third time's a charm. Uh... no. I loaded my card and at the pump I entered my alternate ID- and it worked. I swiped my Speedy card, and it worked! I pressed the button for the fuel grade I wanted and suddenly, before I touched the pump handle, the window that counts dollars add 4 cents. I hadn't even pumped anything. I know it's just 4 cents but this was the third time I had a problem. And when i tried to squeeze the nozzle to put in fuel it wouldn't work and then printed me receipt saying I spent 4 cents. WTH?!?
I walked back inside and asked Ashley for help. She said this pay at the pump has been a nightmare since it started so she walked out with me to the pump and between the 2 of us we managed to get everything working and properly after many starts and fits- we actually were cursing Speedy cards and laughing that we managed to beat equipment into submission! She went inside while I pumped. And because I go there almost daily for coffee she came back out with a cup of my favorite java, for free, for my troubles. What a SWEETIE!
I'll keep going there until all the fuel bugs are worked out. I can't be the only one with issues, right? And I'll go because they have amazingly wonderful customer service!
Maggie
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