DISQUS

BizCoachDeb's Blog: How to Treat Me Badly and Still Keep My Business

  • Wendy Cholbi · 1 year ago
    I had a strikingly similar experience a few weeks ago at a Pick Up Stix here in San Bernardino. The restaurant wasn't crowded, yet after I placed a to-go order I waited for almost 40 minutes for my food. I did walk up to the counter after 25 minutes and ask (nicely) when my order would be ready -- I think this may have been when they actually started cooking it (they make a big deal about how all their food is cooked to order -- no heat lamps or soggy food -- so 15 minutes wouldn't be crazy unusual).

    When my order was ready, a manager handed it to me, addressed me by name, apologized for the wait, and told me "your order's on us today." He had already refunded the charge to my debit card and gave me a receipt showing that the transaction had been voided.

    I was pleasantly surprised at the proactive response (your point #3). This wasn't a band-aid response to a disgruntled customer (I hadn't complained or threatened -- I merely asked when my order would be ready). In fact, this encounter illustrates all your points except #2 (because in my case they weren't out of anything).

    Without the "happy ending," I would have a strong reason to avoid this particular Pick Up Stix. As it stands, I'll happily return.
  • BizCoachDeb · 1 year ago
    Wendy, your story is excellent and continues to give me hope. Maybe the hospitality industry will lead the way!
  • ATLANTA WEDDING PHOTOGRAPHER · 1 year ago
    Came to the site from lizstrauss. Who wouldn't come visit after reading the title? Great link bait.

    My experience was with AT&T one thing I hate is when they say, "thank you for choosing AT&T" well I DIDN'T CHOOSE AT&T. I had a contract with CIngular....and it was b/c of EGO that they changed Cingulars name. MEMO to management. People went to CINGULAR b/c how different a company it was. IF we wanted AT&T we would have gone over there.

    Well, back to the story. I called AT&T and asked to speak to the Labtop people b/c of the air card. She started asking me a bunch of questions and I was getting a little made about the whole thing. It took her some time but she finally got me all the information that I needed. She then said, "I JUST WANT TO MAKE SURE WE HAVE A ONE CALL RESOLUTION!"

    It did make me feel better but she could have said that she wanted a one call resolution and that it would be quicker for her to get the information rather than transferring me and having to go through the story again.