Then there is bad customer service

Did you read that awesome post of mine (joke) about how good customer service can really make your day?

Well, the karma train slapped me in the face last week (but not in a good way – is that meant to happen)?  I experienced some very poor service by a sales attendant – and it invoked some anger and frustration in yours truly.

Last week I bought a continuous zip from a very large, well known fabric/craft store on the Gold Coast – which shall remain nameless.  But they have stores all over Australia.

When I returned home, there was no zip tab on the zipper. So I returned it.

And that’s when the games began.  Yes sirree.  An early Olympics if you like.  With fierce competition. Both going for gold. No one going to give in. (Over the top yes? Just tying in the olympic spirit.  Because I can.)

The sales assistant was clearly the owner of Fabric/Craft store (not) – as she more or less accused me of pulling the tab off the zipper.  Within seconds I knew she was not going to return and replace this item without a fight.  Especially since it was a bank breaker – cost all of $3.  I know.  Huge money.  We were playing for sheep stations.

Then came the statements and questions of mistrust from sales assistant: Did I lose the tab?  Did I check everywhere? I must have lost it.  How could it have been sold to me without a tab? Sigh.  Tsk.  Shaking her head at me.

Really?  Is she serious?  Does she not get it?  Her job?

So then I let her have it.  At the top of my voice.  With exaggerated eye-rolls and ‘can you believe it’ looks to all other customers.

Me: No, the tab is nowhere to be found.  It has NOT come off the zipper to my knowledge.  Even if it had come off the zipper, it shouldn’t have been cut in a manner for this to be possible.  I BOUGHT A ZIPPER.  IT HAS NO TAB.  IT IS NOW USELESS.  PLEASE REPLACE IT.  WHAT PART DO YOU NOT UNDERSTAND?

A fight to the end it was.  But I won.  Against her will the sales assistant cut me a new zipper with two tabs!

You think I would be satisfied.  With winning.  I’m not.  The struggle to return an unsatisfactory item left me frustrated, angry and pissed off.

So here I am again telling you about a customer service experience.  This time a bad one.  And word on the grapevine is that this low level of service is suffered by many who visit the large fabric/craft store.

The problem: this store is actually very handy and relatively inexpensive.

But: I’m taking a stand.  Enough of their crabbiness (technical term).  I’ll order online.  It’s easier and often as cheap anyway.  I’m done with being made to feel like this way.

Who wants to join me? Let’s start a revolution.  A customer service revolution.  Bad service = no customers. No customers = no profits.  No profits = no store.  No store = no more bad service.

Over the top again?  Maybe.  It would be nice though.  To teach them that politeness is everything when it comes to business.  And life.

Thanks for listening.  Do you have your own poor service experience to share? Tell me.

Amy x


Local bakery wins us over with service

I LOVE good service.  To me customer service is everything.  It can make or break my day.  It is often lacking, so when I get great service I really appreciate it.

Yesterday I took my girls for a treat at the small local bakery – Crestwood Bakery Deli.  I’ve only been there once before a few years ago and the food was ordinary, service nothing to note.

The bakery has recently had a facelift – possibly new owners?  I guess they had to do it – with Zarraffas two doors down and and a few other fancy coffee shops in the complex.

So yesterday we gave the new/old bakery another try, and we were very pleasantly SURPRISED.

I ordered lemonade spiders (big treat) for the girls.  They weren’t on the menu, but they’d had them there before.  The young assistant hesitated, but the manager came over and said ‘sure thing’.

I asked if the girls could share a spider, but each have their own glass. The assistant again not sure, told me they could have two straws/one cup.  I was fine with this.

The manager then took over and brought the spiders out in two milkshake glasses, each with a straw and both looking full to the brim.  He paid attention to my kids (even the three year old who can’t sit still for love or money).  Now that’s good service surprise!  My expectations had been exceeded.

See, it doesn’t take much.  Just to give that tiny bit extra.  I’ll go back there often.  I’m now telling all my friends about it, including you!

They also have little lounge chairs for the smalls – which Jazzie ADORED (and looks quite at home)!  They served our cherry slice with extra dollops of cream and chocolate syrup.  Not to mention the coffee was GREAT.

Up till then my day had been okay.  After this I felt happy – I’d had a lovely afternoon tea with my girls.  I’d had a REALLY GOOD SERVICE EXPERIENCE.

Thank you Crestwood Bakery Deli.  You probably don’t even realise how you uplifted my day with just a few small gestures.  I do appreciate it.

Gold Coast Locals – if you get a chance visit this bakery – they are in the Crestwood Plaza, Molendinar.  You will be one very happy customer.  Just like the three of us,  Okay there’s more crazy going on in this pic.  Happy crazy maybe?

Love ya, Amy x