Moment With Mel: Customer Service
Is it just me or has customer service taken a hit over the last few years? I know it’s not easy working with the public. I’ve waited tables and bartended at restaurants, and I’ve worked in retail. If a customer was upset, you’d try and make it right. Now don’t get me wrong, I’m not one of those people that adheres to the thought of ‘the customer is always right’. Often times a customer is wrong! But years ago, even if the customer was wrong, you’d still try to appease them.
You don’t see that lots now. The art of customer service is a lost one. I get lots of places are short staffed and struggling. And I totally respect that! But some places have staff that just don’t understand that common courtesy and manners are a thing.
Over the last week I’ve experienced amazing customer service and not so great customer service. Oddly enough, the not so great came from a grocery store that is usually awesome! My last encounter at this grocery store left a bad taste in my mouth so to speak and has now put me off from shopping there. And it’s a more expensive grocery store that I love! I’ve always defended paying more there because of the friendly staff and yummy store items. But now I’m a little sour.
I won’t name the store because that wouldn’t be fair. It was only one bad experience. But it definitely changed how I think of the store. That said, the staff member may have been having a bad day, so I won’t write them off completely. I’ve had my share of bad days! Of course, I am aware that lots of people suck and are mean for no reason. Not all customers have home training!
Unfortunately, we all see bad customer service daily or deal with it by phone. There’s a travel insurance company that I’m still fighting with. I purchased travel insurance in January for a trip I was planning to take in February. I couldn’t go on the trip and contacted the travel insurance company. In March, I received an email saying a check for my $2099 would be mailed to me. AND I’m still waiting. I’ve sent emails and called multiple times. And with my medical bills, I could really use the money. NO one has called me back or responded to my emails. I even had my attorney’s office send an email. No response from the company. It pisses me off!
On the other end of the spectrum, last week I experienced amazing customer service. I took Kramer into Pet Paradise in Charlotte for a half day of doggie daycare and a bath and nail trim. He needed to be cleaned up before I went to the beach. I picked him up and it wasn’t until I got home that I realized he had not had a bath or nail trim, even though I paid for both. Ugh!
I sent an email to Pet Paradise and received a response quickly. They refunded my money and gave me a free bath and nail trim for Kramer. Their prompt response and fix for my issue guarantees that I’ll continue to be a client/customer. And Kramer always has THE best time there! He loves going and it gets all his crazy energy out.
Thank you to all of you that work with the public in some fashion on a daily basis. I know it’s not easy! But try and remember that a good experience for a customer goes a long way! At least it does for me. I appreciate when someone shows effort!
