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#Post#: 42685--------------------------------------------------
What's Your Positive Customer Service Story?
By: DaDancingPsych Date: November 26, 2019, 12:35 pm
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Do you have a positive customer service story?
There is a Brueggers Bagel shop near my old apartment. Several
years back I had stopped in to purchase something for the next
day's breakfast. Later in the evening, I realized that I had
lost my debit card. I started retracing my steps, which took me
back to Brueggers. I was upset to find that they were closed,
but started using the light from my cell phone (no smart phone
yet for me) to see if I had dropped the card in the parking lot.
A gentleman stopped me to ask if I lost something. I explained
myself and then informed me that he was the store's owner and
that a card had been found and locked within the store's safe.
If I returned the next morning, he would be able to open it and
see if it was mine. The next morning the owner was back at the
store and it was indeed my card! After this truly wonderful
experience, I decided to frequent the store more often, which I
did. And every time it has been such a positive thing. Even
though I have moved, I still stop in when I have a doctor's or
dentist appointment (because their offices are across the
street.)
This morning was another great experience. The guy who made my
sandwich was patient and friendly. When we exchanged our normal
"how ya doings" he replied that had gotten up on the right side
of the bed. It felt so genuine, but yet so positive and not over
share-y. He walked me through all my options (and I had no clue
what I wanted) with a smile. He was just great! I really believe
that part of this trickles down from the owner... I saw him
there, too!
Do you have a story?
#Post#: 42696--------------------------------------------------
Re: What's Your Positive Customer Service Story?
By: Gellchom Date: November 26, 2019, 2:56 pm
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Here's one, with an even better postscript --
Many years ago, my office was one block away from Marshall
Field's (which has been closed for many years now, so you know
this was a while back!). For those of you not in the US,
Marshall Field's was a wonderful, rather high-end department
store chain based in Chicago. I had bought an evening gown for
a wedding, and it was still at the store being altered. The
alterations took longer than usual, ready only 2-3 days before
the wedding. When I went to pick it up, I could see that the
front of the jacket had been pressed wrong, so that the
rhinestone trim was turned in on one side -- it looked really
bad, and I was scared to try to press the delicate fabric
myself. The clerk was totally uninterested in helping me
(unusual for MF); she said something like I could send it back
to alterations, but it might not be ready by the wedding (I
don't remember exactly). I must have asked to speak to a
manager or customer service, because what happened next was
great. The manager not only said she would have the jacket
repressed immediately, she brought the tailor to my office and
insisted I try the whole thing on. She was not satisfied with
the fit and said she wanted to do something (shorten the
sleeves, maybe, IIRC). I was overwhelmed with all this service
and attention! I'm not an important customer, and it wasn't
even an expensive dress. I said that that would be great, and
I'd be back to pick it up later. I went out of my office later
that day, and when I came back, there was the gown, now perfect
-- and a box of their famous Frango Mint candies. What a way to
make a loyal customer!
Wait, it gets even better.
Years later, after MF was long gone, I was at a wedding or
something, and there was that manager at my table! I thanked
her again and told her that I had often told others how great MF
was because of that incident. She told me an even better one,
that had happened the very first day she was in charge of
opening the store, no less:
The doors weren't even to be opened for another half hour, and a
bride wearing a bridal veil and her mother were frantically
knocking at the door. It seemed the wedding was in just a few
hours, and while they had been having their hair done and the
veil arranged, someone had broken into their car and stolen the
wedding gown and the bride's suitcase for her honeymoon. (Isn't
that the WORST?) They were hoping that there was a bridal
department where she could find a ready-to-wear gown. There
wasn't, but all the clerks sprang into action, ran all around
the store, and found her a beautiful white evening gown that
worked fine as a wedding gown (fortunately she was a common size
and height, and the dress needed no alteration), shoes, and
undergarments. They asked what kind of cosmetics she used, and
got her what she needed for her honeymoon, as well as sunscreen
and a swimsuit and some clothes for the trip, I believe. As if
that were not enough -- no charge for any of it; compliments of
Marshall Field's, and best wishes on your marriage.
I think that's not only lovely, it's really smart. That's the
kind of story that gets told for years and gives so much
goodwill for a business -- worth way more whatever the profit
margin would've been on those items. I really miss that store!
#Post#: 42713--------------------------------------------------
Re: What's Your Positive Customer Service Story?
By: Pattycake Date: November 26, 2019, 7:59 pm
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Well, okay, I don't think anything can beat those! But mine is
about a fabric order. I had ordered 5 yards of batik fabric that
was basically a leaf pattern. I received something that was a
chevron style pattern. They were similar colours (black
background with the pattern on top of that) but otherwise not at
all alike. The one I received did have the name of the leaf
fabric on the sticker though, so someone in the warehouse made
some sort of mistake.
They included a card that said something like "if you're not
smitten with your order, contact us." I sent an email with a
picture of what I had received and said sorry, not smitten,
please advise how to return and please send correct fabric. They
replied Oh keep it, our mistake, the new fabric is on its way!
It would, I am sure, have been more costly for them to have the
fabric returned. Their speed and pleasant attitude over the
whole thing was great, and I do order from them all too often.
Oh, it's ConnectingThreads.com - They have fabulous sales, so
much so that I usually just delete the emails without
reading....
#Post#: 42715--------------------------------------------------
Re: What's Your Positive Customer Service Story?
By: andi Date: November 26, 2019, 8:35 pm
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[quote author=Gellchom link=topic=1417.msg42696#msg42696
date=1574801763]
Here's one, with an even better postscript --
Many years ago, my office was one block away from Marshall
Field's (which has been closed for many years now, so you know
this was a while back!). For those of you not in the US,
Marshall Field's was a wonderful, rather high-end department
store chain based in Chicago. I had bought an evening gown for
a wedding, and it was still at the store being altered. The
alterations took longer than usual, ready only 2-3 days before
the wedding. When I went to pick it up, I could see that the
front of the jacket had been pressed wrong, so that the
rhinestone trim was turned in on one side -- it looked really
bad, and I was scared to try to press the delicate fabric
myself. The clerk was totally uninterested in helping me
(unusual for MF); she said something like I could send it back
to alterations, but it might not be ready by the wedding (I
don't remember exactly). I must have asked to speak to a
manager or customer service, because what happened next was
great. The manager not only said she would have the jacket
repressed immediately, she brought the tailor to my office and
insisted I try the whole thing on. She was not satisfied with
the fit and said she wanted to do something (shorten the
sleeves, maybe, IIRC). I was overwhelmed with all this service
and attention! I'm not an important customer, and it wasn't
even an expensive dress. I said that that would be great, and
I'd be back to pick it up later. I went out of my office later
that day, and when I came back, there was the gown, now perfect
-- and a box of their famous Frango Mint candies. What a way to
make a loyal customer!
Wait, it gets even better.
Years later, after MF was long gone, I was at a wedding or
something, and there was that manager at my table! I thanked
her again and told her that I had often told others how great MF
was because of that incident. She told me an even better one,
that had happened the very first day she was in charge of
opening the store, no less:
The doors weren't even to be opened for another half hour, and a
bride wearing a bridal veil and her mother were frantically
knocking at the door. It seemed the wedding was in just a few
hours, and while they had been having their hair done and the
veil arranged, someone had broken into their car and stolen the
wedding gown and the bride's suitcase for her honeymoon. (Isn't
that the WORST?) They were hoping that there was a bridal
department where she could find a ready-to-wear gown. There
wasn't, but all the clerks sprang into action, ran all around
the store, and found her a beautiful white evening gown that
worked fine as a wedding gown (fortunately she was a common size
and height, and the dress needed no alteration), shoes, and
undergarments. They asked what kind of cosmetics she used, and
got her what she needed for her honeymoon, as well as sunscreen
and a swimsuit and some clothes for the trip, I believe. As if
that were not enough -- no charge for any of it; compliments of
Marshall Field's, and best wishes on your marriage.
I think that's not only lovely, it's really smart. That's the
kind of story that gets told for years and gives so much
goodwill for a business -- worth way more whatever the profit
margin would've been on those items. I really miss that store!
[/quote]
I loved Marshall Fields. It was such a wonderful store to shop
in. And neither of those stories surprises me. If you get a
chance you need to read the book “give a lady what she wants“.
It’s the story behind the store
#Post#: 42719--------------------------------------------------
Re: What's Your Positive Customer Service Story?
By: shadowfox79 Date: November 27, 2019, 1:06 am
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I had great service from Delta Airlines after my travel company
completely screwed me.
We had booked a holiday to New York (from the UK) with Virgin,
and the return flight involved a stop at Atlanta. We arrived in
Atlanta to find our return flight didn't exist - it had been
booked during the summer schedule and had since been cancelled
(this being October, winter schedule). Virgin were aware of this
but hadn't booked us on a new flight, and in fact had even sent
us an itinerary a few weeks previously still showing the flight.
And, of course, the next flight to Manchester wasn't until the
following night.
Delta were brilliant. Within five minutes they had us on a
flight to Heathrow, had requested our bags be transferred to the
new flight and had given us a meal voucher. And, when our bags
somehow got sent to Boston, they couriered them to our house the
day after we landed.
Delta I would use again. Virgin? Nope.
#Post#: 42745--------------------------------------------------
Re: What's Your Positive Customer Service Story?
By: Girlie Date: November 27, 2019, 11:58 am
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My engagement ring is originally part of a beautiful two-piece
set. One of the rings has a princess-cut diamond in the middle,
and both have diamonds that run about halfway down the side of
each ring. Well, I loved my rings, and had my heart set on
eventually having a third band, to go on the other side of the
engagement ring.
Our anniversary came along, and lo and behold! My DH reveals to
me that he has been slowly paying off the third band at the
jewelry store, and it's time to go pick it up. We arrive at the
store and it becomes apparent very quickly that something is
wrong. The ring has been discontinued and where it had been
expected to be shipped to them for us to pick it up, the whole
order had been canceled, and all we had were the paper receipts
and a note on the system that my DH was due a refund.
Silly as it might seem, it broke my heart. I had wanted that
ring for years and had been so excited, and my DH had been so
proud to give it to me, and now - there was nothing but a refund
to show for it.... EXCEPT. The ring wasn't really discontinued.
It was renamed and the value was upped with a higher grade of
gold and diamonds, but there it sat, as part of a set, for
almost twice the price of the original. I asked the cashier
about it, and they told me that there was no way to break the
set, even though we would be willing to pay the higher price.
I admit that I cried. Right there in the middle of the store.
Not sobbing or anything, but definitely tears, definitely upset.
Turned out to be my lucky day, because there just happened to be
a regional manager in the store that day, and she saw how upset
I was and asked what was going on. When she found out, she got
on the phone with some bigwig customer service people in some
other state and argued with them for half and hour until they
agreed to break the set. She did, and I got my ring, and there
was no extra charge.
It's really not an exact match for my ring (the diamonds extend
a little further down the side), but you'd never know without
close examination. The customer service provided by the store
itself - questionable. The service provided by the regional
manager will always remain with me, though.
#Post#: 42757--------------------------------------------------
Re: What's Your Positive Customer Service Story?
By: jpcher Date: November 27, 2019, 2:18 pm
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About 25 years ago we were packing up for a trip. It was late in
the day and I was in a hurry. Had to drop my DDs off at my
parent's home before LDH and I took a flight to destination.
DD#1 had an ear infection so I was giving her the dose of
amoxicillin that I just received that day (part of the reason I
was running late, long wait at the Dr. office.) To my horror,
when I put the full bottle down I missed the counter and the
bottle crashed to the floor, spilling it's contents all over the
place.
My immediate need was to hold onto my 2-1/2year old DD#1 who was
sitting on the kitchen counter (usual place for medicine taking)
and couldn't let go of her, making sure she took her dose of
meds, then carrying her to the living room (no stepping on
broken shards) and yelling to LDH "Accident! Please clean up the
kitchen!" Which he was not very happy about.
I found the piece of the bottle that had the script label on it
and ran out of the house thinking "Oh, it's too late, they're
closed already."
The Pharmacy that I went to at that time was a Mom&Pop type of
place that had been open for 50+ years at that time and I'd been
patronizing their business for only 2-1/2 years since I moved
into town and it was only a couple blocks away.
I pulled into the parking lot, got out of my car, ran to the
front door just when lights went dim.
Okay, maybe this was a bit SSy on my part, but all I could think
about was that DD#1 needed her meds! I knocked on the door.
Elderly owner came to the door. I explained the situation and he
said absolutely no problem. He would refill the medication, but
he needed a bit of time to close up shop. Would it be okay if he
dropped it off at my house on his way home?
WOW! Would CVS or Wallgreens or some other such pharmacy provide
this type of service? Remember, this was before cell phones and
apps and 24 hour pharmacies and all that.
I was a faithful patron of theirs for many years until they
sadly closed down.
#Post#: 42762--------------------------------------------------
Re: What's Your Positive Customer Service Story?
By: Runningstar Date: November 27, 2019, 3:36 pm
---------------------------------------------------------
I have to say that Disneyworld is my favorite customer service
story. Years ago we were able to take our kids (pre-teen &
teens) to Disney, stayed in a Disney hotel and got the meal
plan. It was great, 2 meals, plus two snacks a day!
After the first meal we had, we noticed that our meals and
snacks had been accidentally depleted by their cashier. I was
upset, because we did not have enough money with us to buy their
food (and I guess I'm used to being ripped off). We had no
proof at the park, it was back in our rooms and you might know
what a hassle it would be to even try to have to leave the park
just to get this straightened out.
Husband asked for a manager, and within minutes our meals were
put back on and now upgraded to all full meals. Of course we
couldn't eat 4 full meals a day - but wow! I was impressed.
#Post#: 42776--------------------------------------------------
Re: What's Your Positive Customer Service Story?
By: gmatoy Date: November 27, 2019, 10:11 pm
---------------------------------------------------------
Just over 48 years ago, my boyfriend proposed to me the night
before I left to go on leave. (We were both in the Army.) I
accepted and went on leave. Since I was now engaged, I bought a
wedding magazine. In this magazine was a picture of the most
beautiful wedding gown, and it was available at the Bon Marche,
which was a pretty nice store in the Pacific Northwest. So, when
I got to my parent's house, I told my mother that we were going
to go choose my gown. It was the first one I tried on and the
dress fit perfectly. I told the clerk that we would take it. She
then told me about the "order it and wait for it to come in"
that is routine for wedding gowns.
I explained that I was in the Army and didn't have enough time
to do that. She told me that I was the first one to try it on
and if they sold it to me, then other brides couldn't try it on.
I was resigned to not being able to get the dress of my dreams.
But the manager saw me trying not to cry and ask why I was so
upset. I explained about being home on leave and not being able
to wait for it to come in. She then told the clerk to ring it up
and to get alterations in to make sure it would be perfect. I'm
short, but the way the gown was made, they only had to fix the
front panel and slightly taper the sides to match. They did
several things to the veil and the veil alterations were a gift,
"for a true military bride."
I was told that often women said that they were a "Navy, "Army"
etc. bride when what they meant was that the groom was in the
military. She the manager wanted to help me.
That store had my business until it became a Macy's. (I still
shop there, but it isn't as good as it was as The Bon and it
isn't as good as Macy's on 34th was when I lived in NY!)
#Post#: 42786--------------------------------------------------
Re: What's Your Positive Customer Service Story?
By: Gladly Date: November 28, 2019, 6:22 am
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I posted this on the old board, so apologies to those who have
seen it before.
This happened about 12 years ago. My brother is in the Navy and
was due to go to Singapore for a 5 month stint a couple of days
after our father died. He got his travel postponed, but could
only get a few extra days at home. The earliest we could
arrange the funeral was the day he had to join ship, exactly 7
days after Dad died. The funeral was at 11am, and I now had
about 3 days to arrange everything. A friend offered their
lovely house for everyone to come to afterwards which was
wonderful, so now I needed to arrange food. I phoned every
catering organisation I could find in the area, and they all
said yes, they could provide what we wanted, but we couldn't
pick it up until 11am - no use at all.
I needed to get some day to day shopping, so went to a local
Sainsburys. I noticed they had a poster advertising their party
food service, so I asked about it. I was directed to their
bakery and spoke to a very nice lady who showed me what they
could provide. I chose a selection and asked if I could collect
it at 9.30am on Monday morning. Like all the other suppliers,
she said, no 11 was the earliest. I thinked her and turned
away. My desperation must have shown in my body language, even
though I was trying not to look upset. After all she was only
following procedure. However, she came round the counter,
stopped me and asked me why I needed to pick up the food so
early. When I told her, she asked me to wait for a moment and
disappeared into the back of the shop. A couple of minutes
later she came back out. She told me that she was on working
first shift on Monday, and she would come in a bit early to make
sure our order was ready by 9.30 - and it was. I am eternally
grateful to that lady.
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