I’m always going on about customer service, and the right and wrong way to do things, and here’s a great example:

We had a bad experience at a pizza joint here that has a great branch downtown, but a less than stellar joint in the burbs, which is where we went to celebrate 3 birthdays. Amongst the empty restaurant and bad mojitos, the waitress also told us we could only celebrate 2 of the 3 birthdays (sorry dad, you’re not really a year older) and at 10:05pm, the waitress told us that they were going to switch the lights off. So, of course, I posted on their Facebook wall.

On Jan 31st I ordered a gift for my nephew Tyler (guitarist in PopCult and employed as “Slave” at Vuka) from Spectrum Audio. After receiving an automated response, I contacted them and was told that it would only be in stock on Feb 8th. We waited. Tyler tapping his foot impatiently. I then had to track the shipment, and we noticed that just as it was about to arrive in Colorado, the shipper requested a delivery intercept. We called them, were told that they had mistakenly shipped two items, and when they received them back, would ship us another. And when I complained, the woman said she would expedite the shipping. When we still hadn’t received the item on the Friday AFTER the Wednesday we were told we’d receive the expedited item, I emailed them and received this response:

Really? They do appreciate it? Hard to tell, on their dime, thanks.

Here was Marco’s Coal Fired Pizza’s response.

You tell me which place I’ll go back to again. And to top it off, after I posted on their Facebook page, Spectrum Audio removed my post from their wall.

It’s SO easy to turn a bad customer experience around, and even make a fan for life. And it’s just as easy to screw it up. Fine line, people!

Comments

  1. Lex, I am SO with you on this. I too, am a big fan of customer feedback and am AMAZED at the responses of business owners to my valid complaints. Recently I ordered pizza from Amici in Cherry Creek. We called early as it was a Friday night and we didn’t want to wait — an hour and a half later, I called wondering where the pizza was . . . the very rude girl on the phone said “well, your card was declined so we didn’t deliver it”. Huh? Well, it turns out I had given her a card that had been cancelled. But, no phone call? How about delivering anyway and then asking for a different form of payment? Regardless, I then requested to speak to the owner and he didn’t do any better. He just said, well, it was declined and we did call once (never got a call). OK, so here I am now, how about asking for my new card number, how about apologizing and send out a pizza right away? How about offering anything? I told him we regularly come there and that now I will never darken his doorway and that I will tell everyone I know . . . he still didn’t really seem to care. You are right — he could have turned it around and made me a very happy customer. Oh well, thankfully there are lots of pizza joints in Denver.