I Feel A BLOG Coming On

August 22, 2007 at 5:58 pm (blogging, customer service, soapbox)

You know the feeling I’m talking about … the event, cirmcumstance, or just plain soapbox that makes the little voice inside say something on the lines of “I am so blogging about this”.  I try to resist that voice when it’s just a soapbox … I can tend to be negative & sometimes it helps to get it out & move on then other times it just makes me dwell on it & get more negative.   I’m not sure which side this one is on, but I’m going to blog about it anyways!!

I hate poor customer service!  This week I’ve been surrounded by it.  It all started when I tried to place an order but it was on backorder.  The Customer Service Rep couldn’t tell me when it was going to be back in stock (or wouldn’t) so I asked to be transferred to her manager.  I had to leave a vmail for the manager (not a good sign & makes me more upset) … that was Monday AM – I’m still waiting on that return call.  So Monday afternoon, I sent an email to that Manager’s Manager … I’m still waiting on that reply too!!!   The apple sure doesn’t fall far from the tree on that one!!

Then today, I had to pick up an order I was having engraved.  It was supposed to be ready yesterday.  Today, I’m told “she’s starting on it now, it will be about 20 mins”.  20 Minutes is not a big deal for me (it is a very big deal however for the little guy that is stuck running errands with me)!  My frustration though is that it was supposed to be ready yesterday & I’m sure she ‘just happened’ to start on it only because I ‘just happened’ to come pick up my order!!

So during the 20 minute wait time, we (me & the little guy) trucked over to your local superstore to pick up a few things & develop some digital prints.  Of course the Kodak machine is not reading my card, so the employee directs me to the 1-hour machine (which is fine b/c I now have an extra 20 minutes to waste anyways).  Except as I’m printing off my receipt I overhear the employees tell another customer that the 1-hour developing is down so it will be late afternoon before they are ready … now why in this world did the employee not tell me that before I got started … it was down for a scheduled repair & had been so all morning!!!! 

So I continue in the local superstore picking up the remaining items I need as the little guy informs me he needs to go potty.  I’m not sure where the restroom’s at, so I ask an employee … our conversation goes something like this:

Me:  Excuse me ma’am (who is stocking shelves), where is the closest restroom.

Employee Stocking Shelf:  (No Kidding) … It’s down there. 

Me:  (what I wanted to say out loud) … Oh down there, well that certainly clears that up since this store is huge & we’re in the very middle of it!!!!

Me:  (what I actually say) … down where?

Employee Stocking Shelf:  Right past the shoes, take a left.

No how hard was that to begin with!!!!

Now I am a firm believer that the customer is NOT always right.  But I’m also a believer that the customer has plenty of reasons to doubt the employee!  Sometimes I think it’s a personal issue … that it truly is just hard to find good, competent help.  And then alot of times I think it’s a company issue … that wether they find the right person or not, they just don’t do a good job training people. 

I’m not asking for much; I would just like the employee at the check-out line who hates their job to smile & say hello, the customer service rep over the phone to provide accurate information in a pleasant voice & most importantly for the employee at the fast food window to give me my darn straw!!!

 Whew … I *think* I feel better:)

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4 Comments

  1. staci said,

    Ha!! This is SOOOOOO you, Mandi! But I totally agree with you!

  2. ohamanda said,

    ITA! And this is totally why you should blog! You had me from the title! ;)

  3. Kristen said,

    I totally agree with your assessment, and it is even more infuriating when you deliver good customer service on a regular basis! OOh it makes me mad! MY gym is the worst! The greeters NEVER smile, are NEVER genuine, and NEVER even look at me! (I go there everyday, ok? They should be on a first name basis with me!)

  4. cindyhunnicutt said,

    Mandi-
    I.feel.your.pain!!! I feel like this is absolutely life at the retail/internet order level now- and it drives me craaazy too!

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