Compare and contrast these three customer service experience The Missus, Robbie, and I had today:
1. We had photos taken today at a place that advertises that you'll be in and out with your photos in "about an hour". We have had photos taken there before, and we have been pleased in the past. Today, though, was different. Troubles began after the photo session was completed. We were told we could come back in 15 minutes to pick up our photos. Great! We hadn't had lunch yet, so we went and had a leisurely lunch. Lunch took about 30 minutes. When we went back for our photos, they weren't ready. They had had to "restock the machine", whatever that means. But we would have our photos "in about 15 minutes". Fine, we could wait 15 minutes. So 15 minutes later we went back. The photos weren't ready. We told them to give us what they had finished, and we would pick up the rest later. The woman went in the back to fetch our photos...and came back 10 minutes later, supposedly with our entire order. As we walked to our car, The Missus happened to look at the photos. The first one was great! So was the second one, except it wasn't a photo of any of us. We stormed back in, only to be brushed aside. Long story short (too late!) we left dissatisfied, angry, and frustrated. What would have prevented all of that frustration? If the woman had simply said, "I'm sorry, our machine is down right now and we're so busy I'm not sure how long it will take us to catch back up. I don't know how long it will take. Would you like to wait, or would you prefer to come back another time? I apologize for the trouble; please accept this coupon for free services on your next visit." Would that have been so difficult?
2. We spent a lot of time at
Westfield Gateway today. The Missus and Robbie investigated the family lounge for the first time. The Missus was incredibly impressed. Comfortable chairs, private nursing booths, changing stations with individual Diaper Genies and heated wipes... In short, Gateway's family lounge is top notch. Two thumbs up for Westfield Gateway!
3. The Missus ran into a problem with a prescription at Hy-Vee. I'm fuzzy on the details, but the basic story is that it was a messy case of computer error, forcing the pharmacist to have to go back to the original paper copy of the prescription from over a year ago. But that isn't the story. The pharmacist was so concerned about getting things right that long after The Missus had left the store, the pharmacist (a) called the on-call doctor, (b) called the insurance company, and (c)
called The Missus at home to let her know that all the loose ends were tied up. How's that for service?
Now, is there really any question which businesses we will eagerly patronize in the future, and enthusiastically promote to our friends and family? I wonder how much extra business they will see as a result.