Pricing issues and Customer Service

While this is only one industry…we all know it could be any industry.   I’ve “redacted” some of it (cuz I learned a new word)so simply insert any retailer you choose.

This is one real person, with one real issue. Imagine the number of people having similar  issues in all sorts of industries.

Some people wonder about the cost of customer service and ‘how much money a company’ loses due to poor customer service.

FACT:  It’s untold Millions, maybe billions.   Most people won’t write a thesis on what happened..as this person did.  Most just won’t go back.  They vote with their wallet, as we like to say and go elsewhere.

And most important – while I don’t doubt the situation happened.. some of the facts might have gotten “lost in translation”.  Most stories repeated usually do.  Sad, but true.

Either way, the fact that this went out on a popular blog, will cost the store money.  There’s so many “no no’s in this story,  I almost hesitated to share it.  But what ever NO NO you take out if it… it’s a lesson.

Love to hear your thoughts.  Mine is the fact the manager has yet to respond to the woman.  Right or wrong, a response was due.

On April 19, I went to -REDACTED- to buy fried chicken at the Deli counter at around 3pm. There was very little traffic in the store. As I waited patiently at the counter, the employee saw me but she totally ignored me and kept chatting with another lady. The other lady noticed me and very politely asked me to go ahead and place my order, since she was just chatting, she said. The employee seemed upset that I had arrived and disturbed her “chat”. She started behaving rudely, as I started to place my order. I politely asked her if I could have 10 drumsticks. She immediately barked at me, “NO! I don’t have 10 at this time”. I asked her if I could have the few that were on the tray. She snapped again, “No, you can’t have all of them!” I asked her if I could at least have a few. She said she’ll see what she can do. At this point, I was feeling humiliated that I was having to plead with her to give me a few chicken pieces. I was not asking anything for free! Anyway, with quite an attitude she finally packed a medium-sized box and gave to me. It would have fallen to ground, if I hadn’t caught it on time. This is not the end of the story. When I came home and opened the sealed box, I realized that she had given me 8 pieces but charged me for 13. I called the manager and reported the matter and gave my transaction ID (on the receipt) to help with his investigation. I also requested him to look at the store camera to verify the sequence of events. The manager took my address and promised to send me a -REDACTED- shopping card with the price difference in the next couple days. It’s been about 9 days but the shopping card hasn’t arrived. Good customer service is more important to me than a shopping card and -REDACTED- has consistently failed over and over again in this area! I would much rather go to the other nearby stores, where they value me as a customer, even if I end up paying a few extra dollars!

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Nancy Friedman, customer service keynote speaker, is president of Telephone Doctor Customer Service Training and a featured speaker at franchise, association, and corporate meetings around the world. A popular TV guest, she appeared on Oprah, The Today Show, CNN, FOX News, Good Morning America and CBS This Morning, as well as hundreds of other radio, television and print outlets around the world, including the Wall Street Journal, and USA Today. The author of 9 books on her chosen topics, Nancy helps corporate America improve their communications with their customers & co-workers. You can see her 9 books here. For more information, log on to Nancy Friedman's website www.nancyfriedman.com or call (314) 291-1012. Oh yeah you can email her at nancyf@telephonedoctor.com. Nancy is a recent recipient of the Lifetime Achievement Hall of Fame Award - St. Louis Small Business Monthly

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