Sunday, April 15, 2012
Customer Service and Kindness
For the last several months it seems all I have gotten when I go to places is tacky at best customer service. I think most of these companies have forgotten that the customers experience will decide whether they return or continue to do business with them or not. I know most of these companies have also forgotten that your customers experience good or bad comes from how the employee feels about their job. An example of poor service? Well I have several. I think other than the occasional shake I'll go get I've given up on the Wendy's in Fort Wayne. They are never really very friendly. They also assume things like that I would want a spoon rather than a straw with my shake. Yep. Last 4 times and they looked at me like I had three heads when I asked for a straw. To me it's like DUH Shake here. Then you almost have to beg them for napkins. I guess they are figuring that is what your sleeve is for. Now I say Fort Wayne because I have been to the Wendy's in Indy several times and it's like evasion of the body snatchers, they are friendly, polite, give you a spoon and a straw and OMG napkins! Your service in most of these places is not much better. I really think they need to think about their service before they act and whether that customer will ever return. I do most of my shopping at Meijer. Not because they have lower prices but because they are more helpful and friendlier than their competitor. I shop Target because their people are ALWAYS friendly to me no matter what and I know their prices are not the lowest. No matter how good a product is the service is what sells it in the end. I always use to tell a friend of mine that liked Ford's that I wouldn't have one. He said why they are gorgeous cars. I was like yeah but I like my car running. If you have a Ford and it works good my appologies but I have had nothing but trouble from them and don't know anyone else who's had good luck including this guy whose vehicle was in the shop (brand new vehicle) every time he looked around. I don't care if it's comfortable and gorgeous. The service on it sucks if it's constantly broken even if friendly people are saying sorry it's down again. It's just a fact in my life. One exception here is Ford Trucks now those suckers run and they run very well. Cars not so much. So as of late I've been watching my own avoidance of places from their customer service and getting discouraged because I just assumed there was no where left where you got good service. This past week I found a service center and employee that cared. I went to Midas on North Coliseum out by Kmart. I went in there at 5pm on Friday to have them check my brakes which were rubbing or pulsating. I expected hundred of dollars of work and prepared for the worst. Scott the guy behind the counter apologized and said they could check them but if they needed work it would have to be on another day since they close at six. His guy came out and said there is nothing wrong with them. Specs are fine. I said I know there's something wrong with them. Scott then went for a drive with me in my car so he could figure out what I was talking about. He said he'd learned the customer knew their car and if they said something was wrong it was. so it didn't take him long to agree with me. They just need reconditioned and cleaned. Old man winter had rust in there and it was making it hard for things to maneuver. So Saturday morning he fit me in, knew I had to be to work at 10:30 and promised to get it done in time. He gave me the remote to the television to flip through the channels and kept me updated on my car. While I was in there a homeless man came in and needed money. He gave the guy a couple of bucks. I was awed. Great, honest and friendly service and my work was completed just as promised on schedule. If this guy could bottle up what he has going for him and his shop and sell it to companies the economy would be booming and business would be back to giving good customer service. I don't wow easy. So for me this was a great experience. It was also a pleasant surprise to have great customer service and kindness all in one spot. Made for a nice start of a Saturday morning.