When you frequent an establishment, you expect that someone, anyone, will remember something about you. Maybe they don't remember your name, but they remember that you've been in before. In this case, the owner has a great memory for names and details and is able to make his customers feel valued and welcomed. Not all establishments have this style of customer service. For example, every morning we stop at the same Dunkin' (Donuts). We order the same coffee, medium, hot, decaf, regular cream, and 1/2 pump of caramel swirl.
This order, was apparently so complicated for the staff, that we repeatedly were sending emails to corporate customer service center and the CEO. We never received more than an email back and now, we don't even get a response. Finally, we called direct to the store and asked the manager, "How should we place this order so your staff properly crafts this beverage?" The way we order is how we were instructed to order. Can you guess how many days out of the 5-6 we order, this is done correctly? We will say that one time it is correct. Also, we thought maybe it was this particular location, but yesterday we stopped at a location directly across the street. We ordered face-to-face, we said the words out loud, "1/2 pump of caramel swirl". We watched the girl walk to the flavor containers, and insert two pumps into the cup.
What is important to note, what was going inside cup was written on the outside and I just 30 seconds before indicated, out loud, what we wanted the coffee to included. This is an on-going problem within Dunkin'. They seem to lack any belief that the customer should always receive the exact same coffee. Now, we've heard the argument that human error creates the possibility that the coffee will be slightly different each time you order. However, we can drive about 2 minutes to the next parking lot and order at another well known corporate coffee and food store. We receive the same exact product, every single time we order. In fact, we were headed out of town two days ago and stopped at a completely different location, order through their app for pick up, and received the exact same product we'd received previously had from a completely different location earlier in the week.
How Can We Correct a Continued Decline in Customer Service?
Retrain the Staff
What are some of your experiences with less than stellar customer service?
Share them below in the comments
The Advocacy Journal is written by various staff persons to showcase advocacy experiencces across New England.