December 17, 2010 by Liz
I had to share this with you all… this is a social media holiday version of the nativity.
Social Media Nativity (on YouTube)
December 17, 2010 by Liz
Ok, we’re all busy… yadda yadda yadda. I know. But it’s the holiday season and as busy as we all are… have we forgotten what customer service or heck, just being nice is all about? In the past week, I have experienced some of the best and worst customer service. (Yes, I’m calling some businesses out on this).
1) It’s that time of year to ship stuff… to everyone… in the world! haha. Our Christmas cards went out last week to 40 – 50 of our family and friends we love across the country after we made and ordered them on TinyPrints.com. (Really cool web site). Walgreen’s and Walmart do similar holiday cards where you create them online and then pick them up after they are printed. TinyPrints ships them to you. Then today, my 2 little elves and I went off to the post office to mail a few gifts to family and friends in the spirit of Christmas. Well, as expected, they were busy and my 2 little elves were busy moving, exploring and investigating everything. When I got there, had my arms full of packages with two little kids in tow. Think anyone would offer to open a door for me… no. Ok, fine. Then, after about 15 minutes of addressing packages, standing in line and made my way up to a clerk – I was told I had the wrong box for what I wanted to send and also told I couldn’t have duct tape on the box. THAT WAS THE ONLY TYPE OF TAPE WE HAD LAST NIGHT. Ok, I gave up, picked up all my packages and drove over to Mail and More in Yakima. They were very kind, had toys for my kids to play with while I wrestled with all the boxes and just made the process a lot easier to stomach. And the post office wonders why people don’t mail things anymore…
2) Our 4 year anniversary was on the 16th. (awww, I know, how sweet right!) My dear husband and I had a very rare dinner out… alone… without children! (ooooo…. ahhhhh) We decided we would stop at the Ellensburg Pasta Company. Well, after an amazing soup/salad, appetizer, and a beer for Matt, we were served the main course… Steak Gorgonzola pasta. YUMMY!! Mine was perfect, delicious, cooked as I asked, and everything a pregnant woman could ask for! Matt started eating his and stopped about 1/2 way through. He pulled something from his mouth that I didn’t recognize. When the waitress came back, Matt said he just got a piece of steel wool in his meal. The waitress was surprised, took his dish, and said she would take it to the kitchen. We quickly found out that it didn’t mean she was getting another meal for him nor was she going to offer us a discount on the meal. Only after saying something about it, she offered 1/2 off my dear husband’s entree. At this point, I walked out and let him deal with it. He swore he would never eat there again. That evening, I found the restaurant’s web site and e-mailed the owner asking her if this is how they treated ALL poor customer interactions. A few days later I got an e-mail apologizing about the situation and no, that isn’t how she trains her staff. She swore she would make this right… after apologizing again. (Bless her heart as my mother would say) Sure enough, today in the mail, we got a refund on our dinner last week and a gift certificate to come back and try them again… along with a personal note apologizing yet again. You know what – My husband said wow, that’s customer service. I agree 100% He wants to go back and try it again. Thank you Ellensburg Pasta Company for your attention to a situation that could have happened to anyone but you quickly jumped on it and really impressed our family. I recommend going up and trying them… food is great and they really do care about your experience at their restaurant. You don’t see that very often.
3) My husband and I went to Toys R Us tonight with 2 tired and hungry kids. Yeah, I know, we were asking for it. Well, we had to exchange a few items that different people got our kids that we already got them for Christmas. In we went and Toys R Us didn’t give us any hassle. Thank you just for that first of all. Next, we went to look for the few items in the store for the boys. After shopping for them, we went on to look for our baby boy due in February. We found a really nice new car seat we wanted but couldn’t find it anywhere in a box. We asked a sales rep who scanned it and then said they had 2 in stock. Great! He went to go try to find it. A few minutes later his manager comes out with him and said all they have is the floor model. I asked if we bought that, if we could have any $$ off. He said sure, how about $30 off. Great again! When we got up to the register, we were suppose to ask for the manager. Sure enough, he came running and gave us the discount on top of another in store coupon for $20 off a $100 or more car seat. We got $50 off of a $150 car seat tonight. For a family with 2 1/2 little children, this allowed us a little more flexibility for Christmas. Thank you Toys R Us and thank you to the manager for being so wonderful as our children screamed through your store. We are really grateful that you let us get the car seat and a few other items for our kids for Christmas. We really appreciate it. (Side note: every time we go to the store like Toys R Us, etc … we pick up another matchbox car for only $1 and the kids are happy. Well, next thing we know, another little kids was taking the car out of our oldest son’s hands. Keeping in mind he’s only 3, he looked up at my husband who was in shock when the other parent let his kids do that. My hubby took the car out of the other child’s hand and told the other parent to teach his child, who was a few years older than our 3 year old, manners. The other parent was very rude. It’s always sad when our 3 year old has better manners than kids twice his age or his parent!)
My opinion… be sympathetic to parents trying to wrestle little ones while trying to still survive… it’s not a lot to ask to open a door for parents with little kids or anyone who needs a hand…. Be kind and don’t roll your eyes at parents with little kids who are trying to be responsible and calm them down… roll your eyes at parents who just let their kids run wild!… Remember, customer service is the best public relations any company might be able to give. PR is all about reputation management… that’s at least what I teach my students and this week really showed that.
Hugs and Loves. Happy Holidays if I don’t talk with you all again.