I am a GREAT customer. If you treat me well, I’ll tell everybody. If you treat me badly, I’ll tell you, ask for your manager, be specific about what was wrong, and point out how you could have treated me better. (This also makes me a GREAT customer.) After hearing what I have to say, if you apologize, try to make amends and thank me for pointing out the problem then I will move on with no hard feelings. I may not come back and give you another shot at my business but I also might. However, if you are rude or apathetic about my feedback, then I will tell everybody. For those of you who have heard me speak, you know my Radio Shack story, my chocolate chip cookie story and many of my other stories. If you haven’t heard my stories, many are in It’s Called Work For A Reason and on my DVDs and CDs. The fact that I speak and write about my customer service problems means that I have the ability to get MORE even than most people because I have a bigger audience than most people. So here is my latest “get even” story.
I was at Sky Harbor Airport in Phoenix ready to leave on a flight to give a speech. My flight was delayed (who could possibly be surprised by that!) and I found myself hungry. There is a Quizno’s sandwich place in the airport and it looked like it would fit the bill to fill the hole in my stomach. I like Quizno’s. I have eaten at several of them around the country for many years. I think the fact that the sandwich is grilled is a nice touch and I like the little pickle/pepper bar too. While waiting in line at the Sky Harbor Airport Quizno’s two of the employees started arguing with each other. They were being very loud about it and it was a pretty ugly situation. During the argument, they were taking orders (you can imagine how pleasant they were to deal with and what kind of attention they were paying to both the customers and the food) and making sandwiches. The customers were feeling extremely uncomfortable by the whole ordeal of hearing and witnessing this heated exchange between the two employees. When I finally got to the place where one of them was ready to take my money, I told her that they were making the customers very uncomfortable and that none of us should be subjected to their personal problems. I then asked if a manager was around. She told me that she was the manager. I told her that was indeed a shame because a good manager wouldn’t fight with an employee in front of customers. She then said to me, “Why don’t you mind your own business?” My response was, “Instead of minding my own business, I am going to do my best to ruin your business, though it looks like you are doing a pretty good job of it without my help.” She said, “Whatever!” I gathered my stuff and left.
There you go: I have now done my part. I have gotten even. I received bad service and pointed it out. I was responded to in a very rude manner. I have told the story. I do want to make this clear: this isn’t an indictment of all Quizno’s stores. I will continue to eat there. But I won’t ever go to the one at Sky Harbor Airport and neither should anyone else.
Now, go forth and do your part – get even. When you receive good service, tell people about it. Say thank you to the person that delivered the good service and then make contact with the manager to point out what great service you received. When you receive bad service, be polite but point it out. Be specific. Don’t be rude, get mad, cuss or lose your temper. Don’t be a wimp about it – be strong and state your case. Just explain what went wrong and explain what you expected. If the guilty parties all apologize and try to make amends then be gracious and accept the apology and move on. Realize that maybe this was the exception and not the norm. Then decide to either to give them another chance or not. But if the response is rude and no one apologizes or tries to make amends in any way, get even by telling everyone you know. If the offense is serious enough, contact the Better Business Bureau. Do whatever you can to get back at them for expecting you to pay for bad service. Be fair but get even. Stand up for yourself and help the rest of us by doing your part to demand good service from everyone you share your money with. Please don’t wimp out and just let it slide. The only way customer service will improve is if enough of us refuse to take it. As long as people stay “sheeple” and accept bad service without pointing it out, then bad service will continue. If we all become unwilling to accept anything but good service, then good service is what we will all get.
By the way, when a customer complains about the service YOU give, remember this concept as well. Say thanks, apologize and make amends. Ask for another chance to provide good service.
Larry, Makes you wonder what the Quizno’s management trainee program consists of. Can you bring your personal problems to work? Can you be rude to the customers? Great, we would like to put you in management. I am more of a Subway guy so I enjoyed your article. Quizno’s turkey is so thinly sliced that it tastes like skin. I have always told my employees that it is kind of tough to run a business without customers. Your true boss is the customer and they can fire you at any time. Thanks-Brian
I wonder if she was just the manager on duty, or was the actual manager? And who the franchise owner is, because that’s the person you need to find and tell this to. (Or the head of the corporation.) Although there is a good chance that the owner of the store knows what is going on and, like a doctor who makes his patients wait for hours, doesn’t give a hoot.
People are desperate for the food, though, and will try to ignore a world war starting in front of them if they can just get what they came for. I mean, why not walk away? True, you were captives of the modern equivalent of hell, an airport, but still, why put up with this? Every single person there could have left. But they didn’t.
I make it a practice now to talk to a manager when I receive excellent service. It does tend to scare folks at restaurants when I, a very tall, big guy with a beard, asks for a manager, but I always make sure I smile and say, “I just wanted you to know that my server, Denise, was FANTASTIC and exactly why I come back here to eat. I did tip her, but I wanted to be sure that YOU knew that you have a very fine employee.”
I’ve also found that the Better Business Bureau is a good place to “get even.” After some AWFUL customer service from a computer store (including the manager who was very apathetic to my situation), I filed a BBB complaint. A week later, the new manager called to inform me that their previous manager had been fired and their support staff replaced. Sometimes it really does work.
Larry, a month ago I would have just shaken my head and had some sympathy for the Quizno’s in question. I too run a retail business and I can somewhat identify with the problem of finding good employees these days. That was until I read your book “Its Called Work For A Reason”… After I read the book I walked downstairs and fired two employees that had been helping me with customer relations in the same manner as your Quizno’s story. I know that you should not put up with those kind of pathetic people skills but I had. Not anymore! There has been a complete change in the way we run our business. We no longer tolerate tardiness, rudess and or poor performance.
Not only have I read your book but my whole management team has now read it and are implementing new and improved rules and guidelines daily. I have recently bought another one of your books “Shut Up, Stop Whining & Get a Life”. My wife, two boys 10 and 13 and myself sit in our family room and read a chapter out loud each night. I think this is my favorite book of yours that I have read. My children ask questions and bring up scenarios in their life that your ideas and suggestions will be helpful. I suggest to everyone that do the same. You can never start your kids off in the right direction to early. We look forward to reading and learning more each night and as a bonus we spend time together talking, reflecting and discussing ways to improve our own life!
Thanks again, Jeff Kilgore
Founder – http://www.MadNonnie.com
“Your Life Is Designed To Give You The Results That you Are Getting”
Larry, great post. I also make a point of speaking to a manager when I receive outstanding service. If my or your or anyone else’s acknowledgment of quality service encourages further quality service, that is a very good thing.
As a nurse, I cannot take my “personal” business or thoughts or feelings to work. My patients or their families don’t care that my dog or my husband ran off, that my refrigerator is broken, or that I don’t like the nurse I’m working with. I have to do my job as professionally and as competently as I can.
As a nurse who has always worked with children and teens, I often see the same negative attitudes that you spoke of aimed toward parents, adults, and even their friends.
Whatever are we to do?
I travel a lot and as result eat out several times a week. I have always made a point of telling people if the service and products are good and I will always point out when things are bad. If your in business, any business, you have to be open to customers comments.
My business is dependent on good customer service and I am ever vigilant to any comments from my customers, in fact I ask for ways to improve my business.
I once told the rude little twit of a Burger King manager that she had forgetten who pays her salary, of course meaning the customer. She snipped back, “Burger King pays my salary, not you!”
Little did she know that I had the phone number for the Reginal Manager and I used it to tell him about the experience.
On the other end of the spectrum, being a business owner, I’ve had customers ask for me to complain about a situation. I’ve found that the more angry and agressive they complain, the more likely that they were the problem to begin with. It’s one thing for a customer and business employee to see a situation from different angles, quite another for the customer to lie about what happened in an attempt to get something for nothing. Unfortunately, that happens all too often.
So, please make sure that you’re being realistic before you complain and don’t confuse not-getting-what-you-want with the other person being rude or wrong. Even if you got bad service, it does not give you the right to be rude or insulting. It give you the right to complain (point it out) and ask for better. Then if you’re still treated badly, act accordingly.
I’ve been working predominantly in “customer service”-oriented positions for the last 14 years, so I’ve definitely had to anticipate and meet the expectations of customers as a whole for quite some time. Over the years I’ve noticed that there has always been a vast number of various upset customers (not always directly upset with me, mind you; I’ve made observations of my co-workers and their customer service experiences as well): the “can’t-make-them-happy-no-matter-whats,” the “just-complaining-for-something-frees,” and the much larger group – the “complete-misunderstanding-of-what-I-should-be-expectings.” Although those customers do exist, largely the complaints or concerns from customers don’t get voiced immediately at the time of the infraction; most simply keep a mental note and then tell their friends/families/co-workers about the bad experience and maintain an attitude of irritation toward the offender(s).
I suppose I’m a bit too tolerant (moreso than most people, anyway) when it comes to “bad customer service”; due to my background in it, I tend to not speak up when the service is sub-par, unless it’s completely horrendous or making my experience completely miserable. If I’m at a restaurant (in which I’ve had several years’ work experience), I try to give the benefit of the doubt to the server/waiter/waitress in question if I’m getting slightly sub-par service; I realize that “bad days” happen – personal issues that aren’t “checked at the door,” or other problems could’ve arisen within the employee’s day that make it more difficult to focus on one’s job. I’ve been there; I know it happens.
The common response to that “he/she’s just having a bad day, cut him/her some slack” comment is something along the lines of “if he/she has chosen a career/job involving customer service, he/she should be professional enough to focus on work while at work, and deal with personal issues outside of the workplace.” That’s a valid point, except it doesn’t always apply for a couple of reasons:
1) The assumption there is that the employee of said company IS in fact a “professional.” Simply having a job in the customer service industry doesn’t qualify someone as being a customer service expert; even in the retail/restaurant industry, besides whatever mandatory training regimen the employees are herded through (sometimes rushed/skipped through, in fact), there’s not much done in the way of showing employees “how it’s done.” There isn’t a way to engrain “good customer service skills” into a person if they haven’t been taught that there’s a polite and decent way to treat other people. If they’re just there for a “job” (especially with the younger generations, who believe that jobs are a dime a dozen), chances are they’re not going to care enough one way or the other to make a difference in their daily performance behind the counter (see Larry’s shining example in above anecdote).
2. Sometimes even “professionals” get overwhelmed with the stresses and issues that daily life brings. I know that’s a shock to most of you, but it’s a fundamental truth about human nature. If your spouse/significant other left you, if you had a big argument, if your car broke down on the way to work, if your dog ran away, if you found out your kids are using drugs or having sex, if you were just diagnosed with a terminal disease… having that cheerful, bubbly disposition when someone walks up to your counter/table/kiosk/etc. and starts asking for something from you can be rather difficult. I’ve always heard from managers and “professionals” in the customer service industry that you should “check your baggage at the door” when coming to work, but as humans it’s not always as simple as telling yourself that you’ll “deal with it later.” Seeking resolution to personal issues while at work isn’t ideal by any means, and the managers of employees with said issues should be aware enough of their employees’ changes in behavior/personality to perceive when there’s a problem and try to address it accordingly.
That being said, there’s not a blanket excuse for “poor service” from anyone. “I’m just having a bad day” doesn’t cut it for most patrons, as they haven’t asked about the personal problems of the employee they’re dealing with – they just want a sandwich/product/service that the business in question provides. The problem with reaching that goal of “stellar customer service” is that you don’t have dedication from the employees (who are just there trying to pay their bills, not concerned about customer satisfaction) or enforcement by their respective management teams. Without accountability there’s no consequence for subpar performance, and the cycle continues.
I *do* believe that it’s fair for customers to expect quality customer service when spending their hard-earned money with any vendors or businesses that they frequent. I also believe, however, that there isn’t enough emphasis put on that same “quality service” when it’s given at a level higher than expected. Besides critics who make their living with such reviews, whether positive or not, many people don’t magnify their positive experiences and relate them to others unless prompted. On that same note, should someone receive poor customer service (again, see Larry’s story) they’re quick to critique and cry out to others about the lack of acceptable treatment.
I think it’s a good idea for everyone to voice their concern when customer service isn’t what it “should be,” but I think that employers need to be more involved throughout the daily business operations to monitor those things which contribute to their employees’ demeanor and performance. Simply being the man or woman that has to say “Yes sir/ma’am” and “I’m sorry,” or giving discounts or coupons to “apologize,” won’t do enough in the grand scheme of things to encourage long-term quality customer service. It needs to be constantly checked and adjusted as needed.
Larry,
Two things I’ve learned about business, and both have been driven home by you many times and repeated here by those replying-
1. If you want a successful business, then study business. Really become a student of successful businesses. Most never do this.
2. Listen carefully to what your customers are saying to you. Take their comments as constructive criticism and make your business even better.
And when you’re out there doing business with other people, BE A GOOD CUSTOMER. Do not settle for bad treatment by apathetic idiots who only want to go on an extended break. Take the time to report bad service and especially take the time to commend good service.
Thanks for all the great advice and kicks in the butt,
Skip
Larry,
The real catch is that in an airport like Sky Harbor, most food services are run by the same company. So you can boycott Quiznos at Sky Harbor and go to another restaurant, and the same company makes the money.
You might even find the same manager.
Sad situation. And it’s why most franchises at airports don’t live up to their non-airport counterparts.
(A few do well, and I applaud them!)
After being treated unfairly at a car dealership I wrote to the Better Business Bureau documenting my problem . The response from the dealership (BEST Chevrolet) was that I am a valued customer but that they have done no wrong. In the spirit of letting the world know about shoddy treatment and service., I am editing and posting a video on youtube called WORST Chevrolet. I know that this will probably not help solve my problem with them; but if I can stop even one person from buying from them I will be happy. You have been an inspiration to me in this matter.
Successful bussinesses and true professional people realize that in order to stay on top and compete they must treat others like they would want to be treated themselves if they were the customer. In my professional work life this has been one of my fundamental principles. It’s old fashion but it has been the foundational principle of many sucessful bussinesses and people! Treat thy neighbor as thy self!
It is amazing.. I have worked in customer service on the management/director level for years. I am amazed that at an airline we all get treated like crap and take it. We all hear “this flight is canceled deal with it” and we do! However, working in hotels for years we always got the brunt of the people leaving the airport. I have been screamed at endlessly only to have some people come back and apologize that they were mad at the airlines, or overworked and tired, or missed their family. Again it all comes back to looking in the mirror. Treat everyone how you would like to be treated, give them the benefit of the doubt the first time around.
My awe inspiring story is having a grocery clerk and bagger talking in front of me about a “hot” affair that the manager of the store was having with another cashier and they were wondering if his wife knew… What if I was his wife, or her friend? Jeez…
Larry,
Recently, my mom purchased your book, It’s Called Work For A Reason, and I’ve been reading it occasionally. Your customer service stories have really bothered me in some cases because I work in customer service. I work for a video rental company that started in my hometown of Springfield, IL, and some of your stories I have heard some of my other coworkers (and admittedly, occasionally myself) doing. However, I think that in some cases you have neglected to mention that there are some customers out there who just want to make the life of the workers hell!
One story in particular that I am thinking of is an occasion which I experienced with a customer. I know that these are “bad words,” but I’m going to say them nonetheless: our company policy is that we don’t take credit card information from our customers. Never have, never will. If our customers get late balances, we politely ask them to pay them, but if for some reason they cannot, we work out a payment plan with them, or even in some cases, wipe the late balance off completely! Anyway, this particular customer had a late balance of well over $100, and he refused to pay it when he came in (we know that he rented the movies, because he was a regular customer at our store). Despite the fact that he refused to pay off the late balances, we continued to let him rent anyway until his balance reached an amount too high to ignore anymore. One night he came in while I was working and he brought up some movies he wanted to rent. I pulled up his account and he had a note on the account from my manager’s manager that he had to either pay off the late balance, or we had to work out some kind of deal with him to get it paid off. When I informed him of this, he started yelling at me saying he didn’t even rent the movies, his son did (which as I mention earlier, we all knew to be a lie). So I apologized to him and said that we could put a “check I.D.” on the account so that only he or someone he gave his I.D. to could rent on the account. He started yelling louder that this was bullshit and he didn’t want that on his account, he just wanted the late balance taken off. I told him that I was sorry, but there was a not from my manager saying that he had to pay it off, but I would happily call her to find out what he could do. He again yelled some more saying that he was going to take his business elsewhere. I politely informed him that we didn’t want to do that, because we valued his business, and also that if he did open an account at any of our competition’s stores, that they would require his credit card information so that if he had a late balance there, they could just charge it to his credit card. He yelled some more, and I offered to have him pay just $20 on his late balance, and that I would take off the rest, so that we could start on a clean slate. He finally got fed up and walked out of the store, yelling that he didn’t want to have to pay any f*#cking late balance at all, that he was just going to go elsewhere. I found out later that he also came in when some of my other coworkers were there and I wasn’t, and tried to rent with the same result, he got angry again, and tried to walk out, munching on some of our ice cream that he didn’t even pay for.
I guess my point is that it’s not always the customer service that’s bad, sometimes it is the customer!
I believe it is in the training. All companies should train their employees about good fair professional polite customer service. If companies would realize that it is a reflection on their business to have an employee not care, giving half assed service, they might be more willing to train them. I know it cost plenty to train but it will pay off in the long run. Don’t just walk away. Tell a manager so he has the ability to correct the problem and save future business. If I am truly unhappy I will not go back.
I used to be a restaurant manager for a national pizza chain & there were at least 2 important things about customer service that I tried to teach my employees. 1) The way that we respond to a customer’s complaint is more important than the actual complaint. If we handle their concern correctly, they will almost forget what the original problem was and, instead, will focus their attention on how well we satisfied them. 2) I used to ask my new people,”when a customer calls in with a complaint, is that good or bad?” and, of course, they would always say that is bad. I told them “no it isn’t”. When a customer goes home, or gets delivery, and there is a problem, and they don’t call us about it, they just go somewhere else next time. When they call us with their problem, they are not calling just to get their money back, or a new order, etc. They are actually calling because they WANT to come back, but they need to rationalize it in their own mind that it’s the right thing to do. They are calling hoping we will give them that reason to come back to us. Again, the way we respond to them and handle the problem is more important than the original problem. Hardly any retail business can survive without repeat customers.
In your piece, you cited the Quiznos restaurant at Sky Harbor. As far as I know, this is a franchise. You shouldn’t stop eating their products if you enjoy them, just not enriching this franchisee in the process. I’m sure with what they pay for overhead at that airport, they could use every dollar they can earn. You don’t earn repeat business with sub-par service, or rude employees.
As an aside, Larry, this next question doesn’t correlate to bad service, but to promotions that aren’t specific enough. The other day, I went to KFC. Their current promo is a “free” cake with any 10-pc., or larger, meal. Their advertising and in-store signs for this promotion have no exclusions. No asterisks or verbage. I presented a KFC coupon for a 12-pc. meal, and was told that I could not receive the “free” cake with a coupon, only if paying regular price. I was polite about it, but asked, pointing out the absence of exclusions visible to the consumer, and stated that the cake wasn’t truly “free”, now, is it? After speaking to the shift manager, she tended to agree with me, and provided the cake. I took my question to KFC’s FB page, and feedback portal on their webpage. Someone on FB called me “crusty” (British lingo?) for complaining about such a thing. I believe in standing up for myself, much like a consumer advocate would. What is your opinion? Feel free to publish this, if you care to.