Share your business experiences, regardless of if they were good or bad, with the manager or website of the company. Often times you will get a coupon and a really good service person may get a reward at work as well.
Two weeks ago, we ate out at Olive Garden. They were out of what my husband ordered, but they subbed with another dinner. The manager came by and asked how it was. My husband replied it was good, but he really had his mouth watering for the other dish. They did not charge us for his meal.
I had a rude clerk at CVS last week (who refused to take a coupon which she was reading wrong). I asked for the manager who informed the clerk she was reading the coupon wrong, and she also gave me a $25 gift card.
We had a great server at a local ma and pop place. I wrote a note to the manager who replied back with a free dinner coupon for me, and also informed me that the server would be given a $25 bonus as a result.
By mom-from-missouri from NW Missouri
That's an excellent idea. Too often we only contact the business when we have a complaint (whcih we should do) It's nice to know that you also contact them when you get great service too. Good for you. Keep up the good work.
We purchased a small freezer from Sears,which was part of our local K-Mart store in NH . After their phone call informing me that the Freezer was in, I asked, What time can I pick the freezer up?
The CS person stated at 8am. So, We went down to the store to get the freezer. When we got there we were then told that the warehouse position of the Sears/Kmart does not open until 10am. I was so mad. Because I did ask a certain question about pickup. But the Customer Service person was not paying any attention to my question. She just gave me the one answers she was tainted to say Store hours. So for a 30 minute pick up it took us over 3 hours due to a C S not paying attention to questions that was asked of her and giving out mis-information.
The worst CS I ever got was from AT&T internet service. On One occasion I was told Internet Explorer was corrupt; it was obvious it was not. He couldn't solve my problem so this was his way out. On another occasion the CS rep hung up on me because I couldn't understand him due to the language barrier. Needless to say I canceled them and went with my cable company for phone and internet connection. Also I got bad customer service from Chase when I called asking why my interest rate on my credit card was increased. I always pay on time and don't carry a balance. When I asked why the increase she said "cost of business" and told me I was welcome to cancel the card. I told her I was not canceling but would use it less. She said "OK we're not making money off you anyway" as she hung up on me. Seldom do we ever get good customer service; unless it's a small business.
I used to be a travel agent and had to deal with airline customer service. Those people can be pretty rude and unapologetic. One of the first things I was taught was to always get their name and where they are located. Most of the CS agents say their name right away so you can introduce yourself: Hi______, my name is.... Then you can state your problem and casually work in something about their location. How's the weather? etc. This will give you some information in case you need to make another call about the same issue. Or if you need to write a letter.
I always stayed nice until it was time to not be. I didn't get upset or nasty. If I felt my issue was not being addressed I would ask to speak to a supervisor. If the agent disconnected me, I would immediately call back and ask to speak with the supervisor.
I have a best and worst CS experience to pass on:
We had a problem with our Tracphone recently - the 100+ minutes we had vanished overnight. The CSR spent over an hour helping hubby figure out exactly what happened, and ended up crediting us the lost minutes. I specifically asked to speak to his manager so I could rave about the CS this young man provided.
On the other hand, we had a problem with the watch I bought hubby from my adaptive-products catalog site for Christmas. I spoke to several CSRs, some of whom were ESL speakers, and carefully explained the problem each time. We were instructed to send the watch for repairs, and did so. The watch languished in their warehouse for three weeks, after which I called to ask why the delay. They immediately sent our watch back, unrepaired, with a note: "We didn't know what to do with this and didn't have another in stock."
The day the watch arrived I called and spoke with the CSM - who, thank goodness, is an English-speaker. Again I explained what had happened, and referred to my notes and previous conversations. I suggested I could always take my business to their chief competitor. To make a long story short, after a snow delay, my hubby's replacement watch should arrive any day. Of course, I'm not averse to calling again if it doesn't arrive by the end of the month.
You are my kind of person! What a wonderful bunch of experiences you've had. Just shows speaking up makes a difference! Good for you! Bravo!
The first two months of our son's contract on our cell phone bill we had trouble because they were supposed to give him the same contract his dad and I had but didn't. So his text minutes added up to around 500 dollars! I called AT&T and talked to the nicest CS people. They solved the problem and took the charges right off the bill. I have had some great experiences not only in person but also emailing companies about their products. I got a brand new heating pad that quit working on med and high and all I had to do was send in my old one, far cheaper than buying a new one. And I email food companies if I really like their products, I have gotten coupons, recipe booklets from them thanking me for my comments.
I've been giving positive feedback to businesses for years. I haven't gotten any free meals yet, but knowing how hard I work, I know that others are working just as hard, and deserve positive feedback. Since I started doing this, a couple of people got service awards from the company they worked for. It might not seem like a lot, but with this economy, those little "atta boy/girl" service awards could go a long way.
Many times I have spoken with a customer service rep who seemed almost stunned, and said that usually they only get complaints, not kudos.
If people realize that there may be phone calls, emails, about their good service, it might just encourage people to give better service, knowing in their minds that the next customer may be the one to call and be happy. And that happy attitude will benefit all of us.
I will stick with a company whose cs says "I don't know," than a cs who tries to cover up, or the line suddenly goes dead. I'm really patient with young ones just starting out. I don't get upset unless someone gets really rude with me.
I called cs about a roaster oven we'd purchased, and wanted to know about using dishes in it, and the cs said, no way. I called the number back, and a more experienced cs said, as long as it's an ovenproof dish, you can use it. I didn't complain, the younger one was inexperienced. I was okay with that.
Another time, I called a company about a product, and the cs was abusive--I turned them into the BBB. Now that company is listed with an unresolved cs complaint, and that isn't good for the company, or me, as I'm stuck with a non-working product.
I love giving kudos to good employees. I just did this not too long ago, again, and they said they would relay the message to the manager. And, again, they were elated because someone took the time to report a good thing. Think about it, how would you like to go to work, knowing that none of the good things you did would be reported, only the bad things you did?
I like the upswing of positive management--doing this and that right.
Of course, if something goes really bad, it does need to be reported, as I did when a cs abused me, and I turned it in to the BBB, but on the whole, it's a good idea to report positive experiences with cs to management.
Positive experiences are uplifting and encouraging, and that is what this country needs. I am really glad to hear that someone besides me is also doing this in an economy stricken country.
I participate in the Office Depot rewards program and had recently lost my rewards check which I had planned to use to purchase school supplies. I called their toll-free number and their CS rep was able to reissue the check and extend the date too! He was awesome!
BTW, if you treat the rep with respect and refrain from yelling or using foul language, you'll get favorable results. Please keep mind that many reps are required to keep their call times low, so please don't be offended if they don't "chat" with you.
I have often sent reviews to yelp - good and bad - and the companies do read these. We had a terrible experience with a moving company and I wrote a review on Yelp. The next day the manager called us asking how he could make amends.
I had a wonderful experience with a hotel recently and often after a trip they will send you a survey. I answered the survey and wrote a review on their website. I got an email from the manager thanking me for my business and to let me know that the gentleman I was so pleased with at the front desk would be acknowledge for his great work.
Just recently I had a deli clerk who did a wonder job slicing my lunch meat the way I asked (For some reason thin sliced without making it mush seems to be a problem around here. Since I worked in a deli for 15 years I know it can be done it just takes a little effort)I asked him if he was the manager and he got a little nervous and said no and I said "Oh well I want to tell you what an excellent job you did for me. I really appreciate your effort."
The next week I went in he remembered me and sliced it perfect again. It only takes a minute to tell some one you really appreciate their help and time with you and it could be just the thing they need to get them through the day.
How ironic that this would be posted again now! Last week while we were on vacation we had a bad experience with a fuel truck driver at a gas station. He was extremely rude and obnoxious. I took pictures of him and his truck (he couldn't deny it was him!) and sent a letter and the pics to the fuel company. Today I got a real nice apology letter...altho I would have liked a voucher for some free gas, but hey..an apology was nice too. :)
I recently bought a can of Aussie hair spray but when I got home it wouldn't spray. I contacted Aussie with the 1-800 # on the back of the can. I told the rep I always use Aussie and this was uncommon. She sent me a coupon for a free can and a coupon for 2.50 off my next purchase with no problem. She was very polite and apologized for the inconvenience.
I also had a problem with Maybeline mascara drying out soon after I bought it again I called the 1-800 # on the container she too was very polite and sent me a coupon for free mascara and a coupon for 5.00 off my next purchase. I have also used the 1-800 #'s to compliment products and have received free products and coupons. I say use those 1-800 #'s that's what they are there for.
Hi - I also like letting companies know that employees are doing a good - or bad service/job.
The one area that people often forget is the postal service.
Usually telephone calls go no where unless you call Washington (US) but letters (not always emails) will get more attention.
The reason - complaints usually have to be in writing for a superior to take any kind of action against or for an employee that belongs to a union.
Letters of complaint or commendation will go in an employees file and will usually remain forever.
Record of telephone calls (if a name and address is given) may also make it to the file but are not as good as letters.
Any type of letter can be sent to Customer Service with the USPS in Washington, DC and you will almost always receive a reply and explanation about where the letter will be sent for an answer. Local post offices will always answer a complaint that is received from "headquarters" as they also have to respond back with what action was taken.
I try to remember that almost all businesses have good and bad employees as well as good and bad management.
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