http://www.joelonsoftware.com/articles/customerservice.html
This article is great food for thought.
I am interested in your experiences as a customer;
Did you find the service you received was acceptable?
If you were asked to complete a customer satisfaction survey, how would your respond?
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21 comments:
One of My best experiences at a restaurant would be at The Mad Hatter in Orangeville. They always make sure i am taken care of, that i am happy with what i have and not waiting a looong time for my meal. the people that work there have great personalities and are very friendly. i go back there all the time and have nothing but good things to say about it.
I'm not exactly what else to write so, here it is.
If your ever in Orangeville and Want a great place to eat, i suggest The Mad Hatter
One of my good experiences would be at The Millhouse in Creemore! I went there alot this winter, and the service was awesome! The waitresses were nice and helpful. Always checking to see how everything was and if I needed anything. The service was fast and they knew the menu, so I didnt have to wait for them to find out what I wanted to know. Plus the food is mighty tastey which makes it that much better!! Plus their drinks were cheap! Double plus!
one of my worst experiences in a restaurant was at the Boston Pizza in the south end of Barrie. I had ordered a pizza with a few modifications to it and thought it would be easy enough. When i got my pizza for the FIRST time it was the pizza i ordered but with no modifications. The SECOND time i got it they had forgot to add an item. So finally the THIRD time they got it right.
To give them some credit the manager delivered it the third time and told me they weren't going to charge me for it. So all in all i left farely satisfied. i have returned since then and there have been no problems.
One of my best experiences as far as customer service is concerned is when I bought a Dakine bag about 3 years ago. This past winter the zipper started to break, so I went to the location that I bought it and was looking for a new bag. I told the sales associate about my bag and they told me that the bags have a life time warranty and they may replace it or fix it. So the associate gave me the address and phone number of Dakines head office. I mailed it out to them and sure enough I recieved a brand new back pack free of charge. What was even better was that I recieved my bag in less than two weeks and initially I was told four to six weeks. So I will now always buy Dakine bags because of the awesome service! Brandon Chown
although the food is often hit and miss...i had really good service at milestones in yorkdale last year. my sister has a nut allergy and we told the waitress. she continually clarified with the kitchen as well as the manager to make sure that her food was not mixed or made near any nut products. throughout the meal she continually checked on us for satisfaction and the service was quick and up beat.
a bad experience would be with Dell computers and their phone customer service. i was tossed back and forth between departments who kept putting the burden on others. they lost my computer in shipment and did nothing to compensate me.
I love the Fishbowl restaurant on Bayfield Street. When I make a reservation they always give me the same booth because I eat their so often. I go their about once every 2 weeks for business and pleasure. The food is always excellent. The service is a perfect pace for a good meal. I can be in and out in an hour or I have stayed as long as 3 hours before and they never pressure me to leave (I give them a heads up when I book if I expect to be there longer than 90 minutes). I have recommended them to countless people and would consider myself a "Brand Ambassador."
I hate Bell! Describing how much I hate Bell would make "War and Peace" look like a short book. Everyone that works there whether in person or on the phone is "afraid" to do anything in case they "mess up." My personal favourite Bell incident is when my ExpressVu satelite system stopped working. I called them up and it turns out they were installing new software and I need the new access card for it to work. They "forgot" to send me one. I didn't have TV for about 10 days. Once the new software was downloaded my old access card would not work and they couldn't uninstall the new software so my TV would work until I received the new access card. I received no credit on my account. I was just TVless for 10 days. I do not watch much TV (less than 5 hours a week) but I was very sick at the time and just wanted to Veg. All I got was a blue screen. I was furious!!!!!!!!!!!!!
One of the worst experiences I had in the past was at the Earl's restaurant (the classy Hooters) in Whistler. Me and my friends went during a busy night and had to wait for a table. We put out name down and waiting in front of the hostess. After waiting for more than an hour and seeing people who put their names down after us getting table we asked the hostess how much longer. She was so clueless and said our name wasn't on the list. The group out busted in anger and made quite the scene. A co-worker at ski school also worked at the restaurant approached us the next day at work and apologized and said the hostess got in a ton of trouble from the mangers.
One of the worst experiences I had in the past was at the Earl's restaurant (the classy Hooters) in Whistler. Me and my friends went during a busy night and had to wait for a table. We put out name down and waiting in front of the hostess. After waiting for more than an hour and seeing people who put their names down after us getting table we asked the hostess how much longer. She was so clueless and said our name wasn't on the list. The group out busted in anger and made quite the scene. A co-worker at ski school also worked at the restaurant approached us the next day at work and apologized and said the hostess got in a ton of trouble from the mangers.
-Mark Allas
My best experience was buying skis at Northern Sports in Timmins. I bought a brand new pair of armada Ar5 twin tip skis. The skis de-laminated after two days of use. This was a warranty issue. So brought them back to the store to see what they say.
Right off the bat they took the skis off my hands, and put them in a box. I did not have to show them anything, and they just gave me a brand new set of skis. No questions asked.
Ever since then i try to buy my stuff through them.
So if you want great service....Northern Sports in Timmins.
My worst was Bell, in the Georgian Mall. I had gotten a pay as you go phone at Bell, and it was just too expensive for me. I had gotten the service non contracted so i would not get charged the cancellation fee. I got to the store, they have to talk on the phone with a guy for 30MIN while i wait.
Then they tell me I have to go through the phone service my self (which I could have done my self at home). Then they told me i had to pay the cancellation charge ( which is BS because in my agreement it said i did not have to pay it). By this time i was so piss i just freaked out, and payed the damn thing.
I later called Bell directly to complain about the service. They gave me a full refund of my money, and said they were sorry.
One of my best experiences was at the mill in thornberry. my roommate used to be a dishwasher there so he knew everyone who worked there. we got great service, a great table, and got served quickly. we didnt' need a reservation and the food was great.
One time i was at Moose Winooskies and we ordered a huge plate of wings that were half medium half buffalo flavored. when we got our order it was all buffalo flavored. all i did was make a small comment about it and the waitress picked it back up and took it back to the kitchen, a bit later she came out with the correct order and it was free of charge. this went above and beyond my expectations of the server and the establishment
an example of bad customer service that stands out in my mind is with "air canada".
at the end of the winter season in ontario i flew from toronto to calgary. my intention was to shred for a few weeks. so i packed my board bag with two snowboards, avy gear, snowshoes and outerwear. i arrived in calgary however my board bag did not.
when i was dealing with air canada representatives i was told that this is a common thing especially departing from toronto. i was told to check back at the airport the next day to see if the bag was on a later flight. i went back and it was not. without the bag my trip was meaningless.
to further my frustration the representative who of course was a different person from the day before had a total lack of concern or care. i had my tracking number and was now dealing with air canada' office in india. on the phone with them communication was an issue. while explaining the contents of my bag i told her that it contained two snowboards. she then repeated that i had two "skyboards" in the bag and what color were the slacks?
i eventually got my bag a week later. they drove it to an address in golden all the way from calgary but by this point i was ready to "snap my crayons"!
GO WESTJET GO!
One of my negative experiences at a restaurant was at MT Bellies in Wellend. The food was awesome but the service sucked. When we first got there it took for ever to get our first beer. I ordered the chicken parmesan caesar salad and was surprised with the chicken parmesan pasta. When I told the waitress I ordered the caesar salad she argued against me and said she could remember me pointing at the pasta but I could remember my menu wasn't even open when I ordered. By the end of the meal I was not the only one to tip her poorly the other guys I was with didn't tip her at all.
I ordered a cell phone through Rogers over the phone. They told me 5 business days. I waited 5 business days and the phone didn't arrive. I called Rogers and I was told the cell phone should be arriving any day now. I waited another 5 days and called Rogers back. The rep then told me the phone didn't even get sent. I was a little annoyed! This to me wasn't acceptable. Why couldn't the reps see that the phone didn't get sent, and why didn't the phone get sent in the first place?
If I had to fill out a survey I would let them know that I was unsatisfied with this service.
I haven't had many experiences that we particularly bad or exceptionally good. I love Milestones restaurants. The one in Burlington is the one I visit most and they're food is always great and the service is always awesome too. My worst experience would have to be at Callahan's in Brantford a few years ago. Our order was messed up MANY times, we ended up waiting for the wrong food...they charged us for water? ... AND food looked very unappealing.
- Heather
One of my worst experiences was at East Side Mario's about 2 years ago and i've never been back! it was the east side mario's in newmarket and me and 3 friends went there and we never got any of our free bread like your supposed to get.. and they didn't put any salad dressing on our salad.. they didn't give us enough plates or cutlery.. and when i got my order of pasta there was hardly any sauce on it, it was so dry i could barely eat it and when we asked for a second pitcher of beer the waitress said no.. finally she agreed to give us a second pitcher of beer but all in all she screwed everything she could have up.. i never complained though cause i'm not one to usually step up and say something.
a good experience was when i went to the keg for my dads birthday this year. there was about 8 of us so it was a big table but as soon as we sat down the waiter brought us all ice water and he was very polite, checked up on us often enough, gave us suggestions from the menu and the food was very very good! we were all pleased leaving the restaurant because he did his job the one he was taught
By far my worst experience in service delivery brings me back to a time last summer when a group of my friends and I had the intentions of enjoying a cold jug of beer at Shoeless Joe's. There were 6 or 7 of us but I was the only individual in the group in get "I.D'd" for alcohol, by the owner. I guess my legit driver's license wasn't good enough so he demanded to see another piece. After living in British Columbia for some time I'm no stranger to showing 2 pieces of identification. I had a small problem when he insisted to see a third piece of ID. I showed him my third piece and told him that I wans't going to drink in his establishment. He then threatened that if I leave the bar he wasn't going to serve any member of the group I was with. My group insisted on staying to drink so I was forced to stay uncomfortably.
although the food is often hit and miss...i had really good service at milestones in yorkdale last year. my sister has a nut allergy and we told the waitress. she continually clarified with the kitchen as well as the manager to make sure that her food was not mixed or made near any nut products. throughout the meal she continually checked on us for satisfaction and the service was quick and up beat. This type of services brought the idea of comfort and reassurance to us since we were unaware of the severity of the allergy.
a bad experience would be with Dell computers. Over the course of a year I had problems every month and called them. Whether it was a system problem, the AC adapter cord broken or video card, i was tossed back and forth between departments who kept putting the burden on others. Every time I was sent to a new department I had to re-give all my info and problem (even though the last person said they put it on file). instead of having me ship my computer or sending a tech guy over, they insisted that they walk me through taking the whole computer apart. Finally they asked me to send it in and then they lost my computer in shipment for 2 months and did nothing to compensate me. To top it off when it finally kicked the bucket, they wouldn’t help me replace the motherboard and didn’t make it worth my while to spend the money with their company to fix or replace it.
I have had many experiences in the service industry as a customer, but one that stands out in my mind is Wal-Mart. It is a store that is the same everywhere you. By generalizing the way they service you everywhere, I have found it has created a stronger brand than most smaller independent stores. I am comforted when there is an elderly person at the front of the store. He or she always says hello, and instantly opens up an opportunity to ask questions if you are unfamiliar to the store. They also have a large amount of staff that are uniformed and are willing to assist you with any need you have. Wal-Mart is very consistent with pricing and the way you are delivered the service they provide.
One of my worst experiences was about 3 years ago in a small Pizzeriea called Judy's Pizza.
I went in just to order a large pepperoni pizza with a friend of mine. 45 minutes later and still no pizza, so we went to the cash register and asked about our order. The lady looked at us funny and said that they must have lost it. This can happen from time to time so we were ok with it, but we hadnt recieved an apology or anything yet. Another 30 minutes goes by and a lady from behind the desk comes up to us and asks us why we were waiting there. we told her we ordered a pizza and had already beet forgotten once already. She said, ok well we'll make you one right now. They call us up about 20 minutes later and give us our pizza, but we opened it to makes sure it was the right one, and it wasn't. When we told her that it was the wrong one she said "well just take that one then", then we had to explain to her why we didnt want that one. So finally about 15 minutes later we got our pizza, but through that whole ordeal we never got an apology or even an offer for discounted pizza.
Looking back we should have demanded it for free or something like that, but the problem was they didnt accomodate us at all.
Worst:
One of my worst experiences as a customer, was when i was dealing with a store manager in whistler, at a shop called Showcase(mountain owned) i purchased a board their through my parents funds for a Christmas present. the board broke after two days of riding, i brought the board in to see what i could do, they took the board to try and send it to the company for a warranty check. The next contact i had was the manager of the store calling me and telling me to basically come and pick my crap up how could i think that was warranty and he wouldn't be caught trying to send that crap in to the company, it was embarrassing and stupid of me.
Best:
one of the best experinces i have had with a company, would have to be with Starbucks in Whistler. i bought a coffee on a regular basis, and each of the staff were helpful and friendly, by having conversations with me and helping me with the delema of having no bowl for my instant soup they were glad to help and provide me with one from the back.along with that anytime they took long with my order or made it slightly wrong they would give me a voucher for a free drink of any kind i found this was great P/R.
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