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.
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!