Donna Werts

The Customer Service Waiting Game

My entire family knows how big I am on customer service. Being trained by the Disney Institute, I understand how important customer service is for a business. Taking into consideration how successful anything with the name Disney is, I am pretty certain they know what they are talking about. Apparently, there are a lot of businesses not listening or attempting to make their customers happy.

I have to share a story with you. My sister just made me so proud, I wept. Ok, wept is a strong word but she still made me proud!

She recently went to one of those national warehouse chain stores. You know, one of those stores that you have to purchase a membership to shop there. Anyway, I will let the review she left on their site tell the story:

“I am very frustrated! I went to the Wilkes-Barre Pa store to open a membership. I was second in line. The person in front of me had “issues”. After 15 minutes of waiting in line I asked the representative if there was anyone to assist her I was told, “No if you have a bill to pay go to the register”. After 20 minutes I asked if there was an application I can begin to fill out while waiting I was again told “No”. There were people behind me that had left already and I noticed people that came in to shop pay for their items and leave. The representative calls someone for an over ride, after 35 to 40 minutes of waiting in line to be a “new customer”, I left. What a frustrating experience. I am very upset that I wasted my time at a store that I don’t have to shop at. Of course I am not a member and this experience made my decision! Please get your customer service priorities straight!”

WOW! If you know my sister, that was some strong language she used. Way to go super chain! I guess they are so big, they don’t need her business.

My sister’s friend chimed in on the conversation and we found out that this is a regular practice by this company. Here is her story:

“I walked in on my very first visit to the store a week after registering. I was greeted by the store greeter and was made to feel like I didn’t belong because I didn’t display my membership card. I only made it through the front door and was given the fifth degree like I committed a crime. She said in a very mean nasty voice like a prison guard, “Next time display your membership badge”. I tried to explain this was my first visit and I didn’t know any better. After the incident, I only returned once. I am too afraid to go into the store because of this incident. The second time I noticed the gentleman in front of me didn’t flash his membership badge and no one stopped him. I haven’t returned and my membership expired. I have no intention of renewing my membership.”

She further explained her why she believes the employees act in such a manner:

“They don’t care, you are just another person to them and for every one that walks out 10 more come in……I do have to say I joined last summer and it took a grand total of 10 minutes……but that was here in Scranton….Sorry you had such a rotten experience… their corporate headquarters and give a huge complaint…..”

What you read came from real customers. I bet you would like to have their business. As the economy gets worse, the more important customer service is. People are holding on to their money tighter than ever. If you have something they need, 9 times out of 10, someone else carries it. Whoever provides the better service is going to win the customer.

So, being that this was a long winded blog, I bet you are asking what the moral of this one is.

The more you engage with customers the clearer things become and the easier it is to determine what you should be doing. — John Russell, President, Harley Davidson

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