Accentuate Writers Forum

Writing Prompt for 8.24.2009

Michy - 8/24/2009 at 06:56 AM

I was thinking this morning about Dave Carroll and his United Breaks Guitars video - if you haven't seen it yet, you must watch both of them, links below - but the gist of it is this: he was on a United Plane, saw some baggage handlers on the tarmac throwing guitars, later discovered it was his guitar, tried to report it and a year later, after being give a major runaround, gave up and promised the last person he talked to that he was going to write three songs and do videos about his experience and post them on youtube.

he did... the first song hit over 5 million views in less than a month.

United offered to pay, late, but offered, and he refused the money - said he doesn't want compensation now, but he plans to keep his promise.

So... got me to thinking about customer service...

Today, for your writing prompt, tell about a time you received exceptional customer service or a time when you received horrific customer service and write about what you did about it - or - make up what you wanted to do about it but never did.

As always, post your response here or on your blog and leave us a link so we can all read it.

If you're wanting to watch the United Breaks Guitars videos, you can find both of them posted on this thread:

http://accentuatewritersforum.com/files/viewthread.php?tid=7910

annieohh - 8/24/2009 at 07:33 AM

Earlier this year I began ordering seitan from an seller on a homemade products website. The first month I placed an order the seller assured my order would be shipped the next week. Two weeks later she emailed me to say she was having a kitchen inspection and could not ship any orders.

Another week passed. I asked again. She said she had injured her foot so she couldn't mail it out. I wait again.

Another week passes and I email her again. She said her boyfriend was harassing her about not making the seitan and felt too stressed out to make all of the seitan. She assured she would mail it ASAP.

I got it in one week after I threatened to cancel my order.

Now here's the stupid part. I decided to order from her again. I ordered $70.00 of seitan from her and asked her repeatedly if she would mail it on time. She promised me she would.

So what happened one week later? I get an email from her saying she can't mail it because she lost custody of her sun. Yeah, you heard that right. She can't mail a package because child protective services TOOK HER SON.

:duh:

I began to feel the BS meter go off, so I called her out on it and demanded she mail it immediately or I would have to cancel it again.

I wait another week before she finally mails it.

I leave negative feedback. I state the facts about why I left it - slow, unreliable service. Two weeks later, another buyer emails me and thanks me for posting it because she too was given the runaround. In fact, numerous people were given the runaround, and she happily told me the excuses she gave. Guess what? Her son apparently wasn't in custody. She apparently lost her house, lost a family member, injured herself again, etc.

Yeah, right.

The hilarious part now is she is only selling her recipes now - because she skimped out on so many orders that people won't order her food anymore. Can't say I feel sorry for her!

Michy - 8/24/2009 at 07:53 AM

I had to go look up what seitan was!

caribbeanmuse - 8/24/2009 at 07:53 AM

that made me run and look up seitan, interesting

annieohh - 8/24/2009 at 08:26 AM

Quote: Originally posted by Michelle L Devon (Michy)  
I had to go look up what seitan was!



Seitan is amazing, it looks exactly like meat...even tastes like it too.

It was good, but the service was awful!

TeriS - 8/24/2009 at 09:04 AM

We had such a good experience that I even wrote and sent a letter about it - here is what I sent:

This letter is to applaud the great job & friendly attitude that my husband & I recently received from one of your Rangers, Dena.

My family & I made a spontaneous decision to go camping on the weekend of September 7-9, 2007. Since it was a last minute decision, we didn’t arrive in Kernville until later in the day. We found our campsite & set up, and realized that we needed to obtain a fire permit in order to have a campfire. As it was going to be a cold night (for us Desert Rats!) my husband & I went in search of a permit. We stopped by one of the small mini-markets to see if we could get a permit there. We were told that the only way to get a permit was from one of the Rangers. It was already past 5:00 pm at this time. They suggested we just look around for a green truck and try to wave one down, as the fine for having a camp fire without a permit is very steep. Well, we drove around, found the Ranger Station, but it was closed, and we were not having much luck finding any occupied green trucks. We ended up stopping at the larger market in town, to pick up a few things. We noticed a lady with a Ranger outfit on, in the process of shopping, and in the middle of a conversation with someone. We caught her eye, and she finished up her conversation, and very politely asked us if she could help us. We explained that we realized that she was off duty, but were in need of a fire permit, and asked if there was any way that she’d be willing to help us out. As she was very clearly off duty, in the middle of shopping in fact, she could have very easily and rightly declined to help us. Instead she gave us a friendly smile, and told us that she’d meet us back at the Ranger Station as soon as she finished picking up her groceries. We rushed over to the Ranger Station, where shortly thereafter Dena pulled up to help us. We were very impressed with her can-do attitude, her willingness to help us, even when she really did not have to, and her all around pleasantness.
We just wanted to make sure to acknowledge Dena’s thoughtfulness & thank her for a job very well done!
Sincerely,
Teri Smieja

Michy - 8/24/2009 at 09:06 AM

I love when people send 'good' letters. We are all so quick to complain, but rarely praise for service above and beyond.

good for you for catching someone doing good!

TeriS - 8/24/2009 at 09:14 AM

Absolutely! I get crappy customer service all of the time, so truly appreciate it when someone goes out of their way to be helpful. It should be acknowledged. :)

itzrissa2u - 8/24/2009 at 09:52 AM

Here is my link...

http://rissawrites.wordpress.com/2009/08/24/175/

moonshadow68 - 8/24/2009 at 10:00 AM

Just cause you all need a little counter-perspective *grin*, here's my letter about crummy customers:

Dear Customer:
Thank you for arriving 45 minutes after the close of business on a Saturday and begging me to help you rent a storage unit immediately because your 21 year old son who signed his lease a year ago, couldn't be bothered to find storage before now. Since I am paid on a commission basis, I can tell you exactly what your business means to me: $3.
Three dollars to open the office, complete the five minutes of paperwork, walk you to the unit and unlock it. Then, I will need to enter the paperwork into the computer and when you move out after just 21 days, I'll need to sweep the unit. And, although you are not the only one to blame, your cigarette packaging and cigarette butts will be part of the reason that I have to stroll the grounds with a trash bag, because you couldn't use the dumpster.
As if this weren't enough service for your $3, you also asked that I put our lock back on the unit because you forgot to bring one and are leaving immediately for Chicago. Oh, and when you come back to move out, since my lock is on the unit, I'll have to be there for that. You'll come during the posted office hours at least, right? No, you'll wait until a Sunday afternoon and come by on my one day off to get in.
I'll do it with a smile and even thank you for renting with us, but don't think I mean it. I'll save my real thanks for people who can respect the hours, plan ahead, and maybe just maybe find a trash can.
No thanks, really,
Cindy

Michy - 8/24/2009 at 10:07 AM

good one!

Melanie - 8/24/2009 at 10:16 AM

I was twenty-two years old and some part of my beloved Mazda had broken. (I don't remember the part anymore - it was larger than palm sized and curved. Ha ha!) I stopped in the local PepBoys and strolled back to the auto parts counter.

"I need a thingy (I said the right word here, but don't remember it now.) for a (year) 4wd Mazda Protege."

The guy looks at me with a smirk for a moment and then turns to the computer. Type type type.

"They don't make 4wd Mazda Proteges."

I quote the year and assure him, politely, that is definitely what my car is.

Another smirk. Type type type. "No, they don't make them."

"Just give me a thingy for a regular one then and I'll see if it's the same."

He strolls back to the shelves and comes back with the box. I take it out of the box, look at it, and realize it's not the same as the one I left in the car.

"Hmm," I saw. "It's not this one. Try a Mazda 6 (Again, I forget exactly... it was the slightly larger type of car made in the same year.) They have the same (something... I really did know what I was talking about at the time though. ha ha!)"

Another smirk and some other guy comes over, laughing. "Uhh... miss. It's not going to work. You can't put parts from another car into..." he glances at the screen... "A 4wd Mazda. What? They don't make 4wd Mazda Proteges."

I'm getting miffed, but maintain a pleasant attitude. "Can I just have the Mazda 6 part to check please?"

...

To make an already long story a bit shorter, I FINALLY got them to go get the other car part, said "Yup, this is the one," and wanted to take it to buy. But... they wouldn't let me. Laughing, they insisted it wouldn't fit in a different (non-existant.... they still maintained there was no 4wd model) car.

At long last, I had to go out to my car, get the old broken part, bring it back in, show it to them and insist on being able to buy the part for my car. When I showed them the two parts side by side and said, "See? They're the same," they finally conceded and let me take the part and the box.

I made the comment, "You'd think people working in a car parts store would know a bit more about cars.... and a lesson in customer service would help too."

I asked for a manager, and then found out that one of the guys laughing at me and refusing to believe a woman knew what part she needed for her car WAS the manager.

Never shopped there again.

(I'm sorry this was so long!)

TeriS - 8/24/2009 at 10:22 AM

Quote: Originally posted by Melanie  
I was twenty-two years old and some part of my beloved Mazda had broken. (I don't remember the part anymore - it was larger than palm sized and curved. Ha ha!) I stopped in the local PepBoys and strolled back to the auto parts counter.

"I need a thingy (I said the right word here, but don't remember it now.) for a (year) 4wd Mazda Protege."

The guy looks at me with a smirk for a moment and then turns to the computer. Type type type.

"They don't make 4wd Mazda Proteges."

I quote the year and assure him, politely, that is definitely what my car is.

Another smirk. Type type type. "No, they don't make them."

"Just give me a thingy for a regular one then and I'll see if it's the same."

He strolls back to the shelves and comes back with the box. I take it out of the box, look at it, and realize it's not the same as the one I left in the car.

"Hmm," I saw. "It's not this one. Try a Mazda 6 (Again, I forget exactly... it was the slightly larger type of car made in the same year.) They have the same (something... I really did know what I was talking about at the time though. ha ha!)"

Another smirk and some other guy comes over, laughing. "Uhh... miss. It's not going to work. You can't put parts from another car into..." he glances at the screen... "A 4wd Mazda. What? They don't make 4wd Mazda Proteges."

I'm getting miffed, but maintain a pleasant attitude. "Can I just have the Mazda 6 part to check please?"

...

To make an already long story a bit shorter, I FINALLY got them to go get the other car part, said "Yup, this is the one," and wanted to take it to buy. But... they wouldn't let me. Laughing, they insisted it wouldn't fit in a different (non-existant.... they still maintained there was no 4wd model) car.

At long last, I had to go out to my car, get the old broken part, bring it back in, show it to them and insist on being able to buy the part for my car. When I showed them the two parts side by side and said, "See? They're the same," they finally conceded and let me take the part and the box.

I made the comment, "You'd think people working in a car parts store would know a bit more about cars.... and a lesson in customer service would help too."

I asked for a manager, and then found out that one of the guys laughing at me and refusing to believe a woman knew what part she needed for her car WAS the manager.

Never shopped there again.

(I'm sorry this was so long!)

So the big question is...was your car really a 4wd Mazda Protege? ;)

Melanie - 8/24/2009 at 10:28 AM

Ha ha! Yes, it sure was. They only made them 4wd for 2 years, I think.

I ran that car into the ground long ago: 212,000 miles on it and then donated it to my ex-bro-in-law's firehouse to practice on. Loved that car.

TeriS - 8/24/2009 at 10:36 AM

I love Mazda's - I drive a Mazda 3 ~ Zoom Zoom baby!

Michy - 8/24/2009 at 10:38 AM

LOL - I love it!

Skwerly - 8/24/2009 at 12:58 PM

I have worked in CS for a looooooong time, and I know how to treat folks. The bottom line is: almost nobody wants to be in the store where you are working (I worked auto-parts, but it’s the same in almost any industry), so it only makes sense to create a friendly environment for them – they will remember and appreciate it.

ANYhow, I’ll move on to my point. When I receive exemplary CS, I either (depending on where I’m at, of course): write a letter to the corporation commending the employee, tip HUGE, leave a great comment on the “Tell us what you think!” card, etc.

I have no problem telling a manager RIGHT then and there that they have a great employee, and that I enjoyed my experience. I’m kinda gangster like that: you take care of me, I take care of you. You don’t… I hope you have a strong backbone, because I’ll try and break it for you (metaphorically speaking, of course).

I guess it boils down to this: if you know how to treat me when I’m shopping, I’ll make SURE your boss knows it. If you do NOT know how to treat folks, I’ll make sure your boss knows that, too. Jobs are just too scarce and important right now for some asshat to be behind the counter, or on the phone contacting the public.

:cool:

Witchmojo - 8/24/2009 at 01:31 PM

Picture the scene.... Family of seven, two daughters who change their clothes every couple of hours... and a broken washing machine.

In goes a call to the repair people. "We'll be out in a week." Seriously? Why the hell do we have cover if you can't get out for a week!!. Anyhoo... back and forth to the laundret for a week and making ineffective attempts to prevent Mt. Laundrest in the bathroom.

Come the day, cometh the repairman with obligatory shaking of the head and sharp intake of breath. "Can't get the part for a week" Sigh. Another week of the same and then the part gets fitted.

Let joy be unconfined! Washing machine working, laundry in... and breakdown... *sigh* Repeat of above scenario, this time for two weeks extra.

Come the day, cometh another repairman. Deep joy, washing machine working.... until the door falls off when I open it and there is a nasty clunk from somewhere deep inside.

Needless to say.... repeat scenario again and the breakdown is mine, brought on by piles of laundry and a twitch developing over machinery.

Comes the day, cometh a brand new reapirman. He takes one look at the machine, grins at me and says "You need a new machine, love" He winks, gets on the phone and talks the hind leg off a donkey until he convnces his boss that the machine is beyond repair and it would be cheaper to replace with as good as new machine than try to keep it going.

I swear, I could have kissed him when, a week later, my new machine purred happily in the kitchen. I phoned the guy's boss and sung his praises and also sent him a few bevvies with my eternal gratitude.

There are some gentlemen left!

caribbeanmuse - 8/24/2009 at 01:36 PM

what's a bevvie?

Witchmojo - 8/24/2009 at 01:41 PM

Oops, Britism I suspect. A drink, specifically a few beers, in this case. ;)

Melanie - 8/24/2009 at 05:21 PM

Short for beverage, right?

Sevastian Winters - 8/24/2009 at 05:54 PM

Okay... best customer service ever. (I bet you didn't see THAT one coming) This past Friday, believe it or not, in an effort to take my mind off of Dell Hell, I thought I'd go see the feel good movie of the year "The Time Traveler's Wife" (I'm a total sucker for a tear jerking chick flick) After standing in line hoping beyond hope that I would be served by ANYONE but the girl I pre-named "Rainbow Brite" (The girl had 9 colors of hair. I'm not exaggerating) I found myself standing face to face with the little doll with multi-colored hair and 5 piercings in her face.

Not to be a jerk, but I have run across a lot of teen girls with multi-colored hair and piercings out the wazoo (yes.. I said wazoo... and I'm pretty sure many of these girls have a piercing there too) I braced myself for the drone of a disinterested and unengaged teenager but instead, the young lady whose name is Erica (Not Rainbow Brite after all. Go figure) asked in a pleasant and welcoming voice (I'm using lots of adjectives in case Grease Spot is reading)"What can I get for you".

"I'll have a large bag of butter with a bit of popcorn on it please" I said, my voice dripping with amusement and sarcasm. (They never use enough butter.... EVER)

"That's my personal specialty" beamed the girl I now dubbed "Emo-Anna" (derived from splicing "Emo" with "Pollyanna")

While Emo-Anna headed towards the popcorn machine to get my snackables, my wife and I turned our attention to the crater faced kid in front of us who took our drink order and our money.

When Emo-Anna came back with our popcorn, I was met with the shock of the week. The bag 'o goodness weighed 3 pounds. Emo-Anna had delivered on her promise. The service was so good that I almost lost focus on the movie. Good times!

Michy - 8/25/2009 at 05:36 AM

Should be a lesson there, Sevastian, about judging people by appearances.