Friday, August 13, 2010
This reminds me of a story I heard when McDonalds was finally able to expand their chain to Russia. While interviewing applicants, they asked one woman what she would do if there was a long line of people waiting. She said she would just ignore them until they went away. I guess years of Communism had conditioned her to not give a crap when it came to her job.
I don't want to turn Chaka's World into a consumer reports or a gripe session, but I thought I'd contrast a couple different experiences I had last week.
We have a dishwasher that we bought an extended warranty for since we go through more dishes at our house than most restaurants. It recently broke, so we called the manufacturer and they said that they would send out a local repairman who works for them. I scheduled the appointment for Monday morning but he never showed up until Monday evening. He didn't have record of the purchase or warranty which I was previously told he did. When we finally got things taken care of we still had to pay more than the prior quote for the service call. It was not a horrible experience, but I wasn't impressed either. At least our dishwasher works again.
The next morning I noticed that my Moen shower faucet was stripped and wouldn't change between the different water settings. I Googled their 800 # and called them. I spoke with a real person quickly and she looked up my name and address and asked what the problem was. She said they stand behind their products and she would Fed Ex out a new shower head to replace the old one. That was it, not even any shipping fees. I was impressed, especially since they had already replaced the shower head years ago for free and it was not a workmanship issue, but rather due to our hard water.
I love it when someone provides great service. Many times I will ask to speak to their manager. Many employees hate hearing this request because it means someone is going to complain about something, but I like letting managers know when their employees are doing a great job and offer superior service.
This topic reminds me that we went to Panda Express a couple nights ago and the selections my wife ordered were pretty sparse and didn't look too fresh. The manager started dishing it up but then decided to throw it in the garbage and had his cook make up a fresh batch of her selections. He offered us free drinks since we had to wait a few minutes longer, but I appreciated the fact that he valued the quality of the food more than just getting us through the line fast.
What are your experiences with customer service? I'd especially be interested to hear any good experiences you've had. What are some of the businesses you have been impressed with over the years?