And now a word about customer service. Uhh, lettuce make that customer disservice to be precise.
Customer Disservice: I can’t define it exactly, but I know it when I see it. And so have you!
My first job, among several while attending the university, was at Mickey D’s (MD) – a famous international fast food restaurant. (I started at the top!) I’m sure many of my few readers can recall a fast food experience when you were younger & dumber.
Fast food has plenty of customers and detractors. But one thing I learned from MD’s is their secret code. QSC.
Quality Service Cleanliness
This is something they aim for, not only at the local restaurant, but in all the processes/channels leading up to you eating and leaving with your food order. Admittedly, it appears they don’t always hit the mark. And neither do any others we all regularly do business with. But with MD we know they have a philosophy to provide their service/product to meet certain standards. With some other businesses you’re left just to wonder.
As I mentioned before, I can’t exactly define what I mean by customer disservice, but like Jesus Christ we can both tell stories. True stories of the bored, selfish, ill-trained, tired, uncaring, unthinking, and so forth. Of this place and that. Or of that auto dealer or this auto mechanic. Of the fast food restaurant and the fancy expensive food hole in the wall. These stories could fill up the largest encyclopedias many times over without end. In this writers case most will be around the local Pasadena area. But they could be in the your area of Paris, Tripoli, Shanghai, or San Francisco, et al. The best areas are not excluded – anyplace!
These will be some of my recent stories of customer disservice. I will say relatively little about the actual product. Lettuce get it started with Jersey Mike’s Subs (JMS).
First heard of JMS on Ben’s blog almost a year ago. Last month was my 1st experience eating there – baited by their Buy 1, Get 1 FREE! coupon. This would relieve the price reservations I had when Ben mentioned his in the review. Never been either? Think Subway when I say JMS.
So I strolled in. Things went well. Normal. They took my order promptly (2 regular sized subs, 1 drink), asked what I wanted on the subs, and soon I was at the register. In the meantime I noticed I had somehow brought in a line up of hungry followers behind me!
When it came to pay up…I did! I looked the cashier in the eye and said, “Here’s a coupon!”, which he took of course. A minute later I was paying about $17.70. (JMS averages about $7.50 – $8.25 for a regular/medium sized sub. More if you order the large sub!) My internal thought was: “hmmm… still that much??” Getting overcharged is a regular item on my To Be Done To List.
Luckily I always seem to put a hold on it before funds are exchanged. But sometimes only after I’ve instructed the cashier on advanced math: “2 + 2 = 4, not 8!” But to be fair to some of these cashiers – they’re probably still in school learning and haven’t had the needed arithmetic class yet. Or they are just an English major or majoring in drama.
But I must’ve been decaffeinated or my brain must’ve been starved along with my stomach cuz the next thing I knew I was obediently forking over the dough. They had somehow overlooked my coupon or their short-term memory is only 5 seconds. They overcharged me about $8 and I overpaid it!
“You complained of course!”, you say. I’ll say this. I finally realized I was robbed about 1/2 way into a turkey submarine. When I looked up at the register/counter area I saw that lunch hour rush of customers. I stayed in my seat. I wasn’t about to create a fuss over some devalued greenbacks & raise a bottleneck for the poor innocent souls obediently waiting their turns for food. This was my 1st impression of the place and I was now on alert to cut my losses!
Hell!, well, I’ve given this subject too much ink already! Y’all can tell I wasn’t an English major. I did go back to give Jersey Mike’s a second chance to impress. But still didn’t get to use the coupon. Instead I was enticed by their daily special. Subway has their specials too. Some will favor Subway, some will side with Jersey Mike.
But the point is, this is an example of Customer Disservice #1: Overcharged!
I’m may be the rare spirit who has experienced being overcharged. But, are you experienced? Have you ever been experienced? I have! Not necessarily much, but it was enough! And if by chance you also fit into this tiny class of victims, then please tell us your own customer service nightmares!
Gotta Take an Aspirin. Stay Thirsty My Friends.