Is Customer Service Dead?Posted by Kevin on October 29 at 04:41 pm
The Lima team has been experiencing a string of terrible customer service lately. From restaurants to coffee shops to lumber yards, we’ve seen some shockingly bad service over the past few weeks. It’s strange – we’ve all experienced bad service here and there, but lately it has been much more frequent and much, much worse!
Here are some examples:
Rachel and Riki went to a bar and grill (national chain) for dinner. At the end of their meal, they politely asked if the server could just split the check in two, so they could pay separately. He acted annoyed and told them that he couldn’t split their onion rings onto two checks. He said he would put the onion rings on their own check, which of course didn’t really help Rachel and Riki, but not wanting to cause trouble, they agreed. Now, the funny part – when the server returned to the table, he presented the checks and said “Here’s the $9.00 one for the onion rings, that’s $4.50 each in case you didn’t take high school math.” Wow.
Ali and I recently did some home remodeling. The project was significant because we completely tore out our bathroom and kitchen and rebuilt them from scratch. We spent a ton of money at a local lumberyard on supplies. One night Ali stopped there after work and only needed 1 piece of wood molding. We had been in there at least 20 times over the course of the previous few months. She asked one of the guys for the trim and he told her: “Yeah, we have it, but it’s too late for me to go find this, we’re about to close.” She was of course infuriated and walked out. We never went back and for what it’s worth, it was announced in the paper a couple of weeks ago that this place is going out of business.
My mom (Janet) was here at Lima Beads helping us out last week as she often is. She went over to the coffee shop across the street (large national chain) to grab a vanilla latte (her favorite). They gave her the drink, but hadn’t put the lid on tight, so she picked it up and it spilled all over her pants. My mom is not one to get angry, so she calmly told them that half of her drink had spilled out because the lid wasn’t on and asked them to make her another. They agreed, but offered no apology for causing the spill. They made her new drink, handed it to her and said: “Venti decaf vanilla latte,” to which she replied: “I didn’t order decaf” – then the woman behind the counter said: “Oh, you’ve got to be kidding me!” They finally made her the correct drink and gave it to her along with a healthy dose of bad attitude.
Now, I know that no one is perfect. We really try to make Lima Beads’ customer service the best it can be. Lima is a small company and occasionally we’re a tad slow responding to an email or unable to handle a rush of calls as quickly as we’d like – but, the examples above are way over the top. If I ever heard of anything like that happening here, I wouldn’t be able to sleep at night. I don’t understand how people can treat their customers this way and expect them to come back! It’s really frustrating when it happens and then we just laugh it off. We have a great punishment for these businesses. We don’t yell, we don’t cause a scene – we just never go back!
If you have any funny (sad?) customer service experiences, share them below!