I’m a very positive guy. So it|Therefore it saddens me that many of my customer service observations concentrate on bad examples and what not to do. Since I’d rather find and write about types of fabulous customer service, it’s become my passion in life to work towards most people believing that customer service generally is quite good (the opposite is now true). Then I’d see great customer care everywhere!
For those of you who don’t know or don’t live in a state blessed with el Pollo Loco restaurant, they have got the best flame broiled chicken on earth. I’ve been enjoying it for nearly 20 years.
However, their customer support varies wildly from store-to-store. Discover the wrong store and you might like to strangle a worker or two. Some workers fail to grasp even the most rudimentary customer support principles.
And after years of searching, I finally found the best el Pollo Loco franchise. It’s a bit farther far from my house, but it’s worth venturing out of my way of getting good service. I even wrote the company and told the district manager how great this store was, especially when compared with other branches. Things was going great, they knew me there, and i also loved eating their chicken. Unfortunately, I needed an experience last night that has helped me reevaluate these positive feelings.
So, yesterday evening I needed some Pollo Loco chicken for lunch after having a late movie. I called my favorite location, using the best service around town, to put a takeout order. I got through following the phone rang for almost 2 minutes. A worker breathlessly answered the cell phone and then asked basically if i could hold. “Sure!” I responded. Then, I waited, and waited, and waited.
I drove 8 miles in LA traffic, arrived at the store, and walked together with the telephone still ringing. I required to speak to the manager. He was on the register. I assumed they had just forgotten me, that was not true. They had decided never to answer my call simply because they were busy. So they permit me to sit, and sit, and take a seat on hold.
Since they knew me, I asked them if they could see the phone was on hold. Yup. Oooops. I told them it was me, and that I was on hold for pretty much 10 minutes. What did the woman do? She walked up to the phone and hung it up. Not really a word of apology. After speaking with the staff member, I visited the conclusion in the line to wait patiently my consider talk to the manager. As I is at line, I was able to see that the staff member and also the manager were speaking about the phone call, my wait, as well as the whole mess.
I arrive at the front of the line as well as the manager says for me, “Hello, how are you currently?” Seriously?! He already knew I used to be upset, yet he didn’t make his first words “I am so sorry for your mess.”
I told him the whole story, specifically the part about being hung on without a word of apology. He turns to the person who hung high on me, says something, and she comes over and apologizes. He gives me some lame excuses about being unsure of about the call, blah, blah, blah. It never occurs to him to apologize, he just denies responsibility for the actions of his troops.
I ask the manager why his employee waited to apologize until he told her to. And, this gets ugly. He lies in my opinion. He says she doesn’t speak English perfectly and so she didn’t say anything. Which doesn’t make sense, she did a bbquiq job talking to me and apologizing once he’d told her to.
Sorry to state, I was angry and left without my chicken and my appetite.
Now, this is actually the moral from the story. Once you screw up, just apologize. Then apologize again. Everyone. Constantly. Take responsibility for annoying an excellent, el Pollo Loco near me. You screwed up. So does everyone. Just apologize then take action extra to make it right. In this instance, buy me some chicken, deliver a free of charge coupon, or something that is else to make it right. Chicken and rice costs him a nickel. My business will be worth about $1000 per year, minimum. Is saving that biz worth an apology along with a little chicken? Yes.