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Revolting Customer Service Awards
Picture a boardroom. The sales manager announces, "The customers are revolting!" The president answers, "Yes I know, but after a while you get used to them."
You probably have your own horror stories of bad customer service. Here are my nominations for Revolting Customer Service Awards.
Virtual reality or Get Real!
You might know the bank that hums Bob Dylan tunes. When I pay my charge card - they have that annoying sign proclaiming, "Operating on next day's date".
Me: "Hi I'm here to pay my bill and I want it recorded as today's date."
Them: "Oh but I'm operating on the next business day's date." (Pointing to sign.)
Me: "Yes but I am operating on today's date."
Them: (More indignant now.) "Sir, I am operating on next day's date."
Me: "I and the rest of the world are on today's date. Today is Friday, my bill is due today and I am in the bank today. Please give me a receipt for today."
Sometimes they give me a hand written receipt for today - while they stamp my bill with Monday's date.
What if I tried to withdraw money on a Friday?
Me: "Hi I want to withdraw $5,000 from my account."
Them: "But sir there is only $100 in your account."
Me: "Yes, today there is only $100 in my account, but on Monday there will be $5,000 and I notice that you are operating on next day's date. So please give me $5,000 in cash today."
I walk across the plaza to another bank. I pay another bill. They accept and date my receipt for today. What a difference.
Nothing sour here
I pick up my meals at a fast food restaurant and then visit the condiment stand. I get napkins, salt, and ketchup but no vinegar! Now I must go back to the counter. I don't want to wait in line again so I butt in - much to the annoyance of other customers. I catch the attention of a server and ask, "How do I get vinegar?" She tosses me a hand full of vinegar packets. I walk away wondering why the vinegar was not on the condiment stand. I even wrote my complaint on their customer comment card. No one answered.
We don't need customers like you!
Transmission problems with the car. My car was towed to one of those national chains. I figured they must be good - they get famous people to endorse them. I never had transmission work before so I called every day to ask about the progress. Each day I asked about yesterday's promise - only to have it amended. Two weeks later I picked up my car and paid the $3,000 bill. I was not happy. The owner charged up to me, waved his fist in my face and yelled, "Don't you ever treat my employees like that again." He made it clear that he did not like me asking so many questions - and catching them in their lies. I asked him to remove his fist from in front of my face and reminded him that I was his customer - one that just paid him over $3,000. "We don't need customers like you." he screeched. I gave my head a shake, glanced at my invoice, and then drove away.
How do you revolt your customers? And what are you doing about it?
© George Torok is the host of the weekly radio show, Business in Motion on 93.3 CFMU. He speaks, trains and consults on, Personal Marketing, Creative Problem Solving and Presentation skills. You can arrange for him to work with your people by calling 800-304-1861. For more information about his programs visit www.Torok.com