Now that you’ve removed your mind from the gutter, I can tell you what happened yesterday!

You know me…

No matter WHAT happens, I always end up finding the bright side.

And boy, does it really piss some people off!

Let me backtrack a little…

The Customer Experience

My friend, Jamie and I decided to be bad girls and indulge in some delicious fast food for lunch (we try not to eat out, but it was one of those days and we gave in.

I had some coupons, so we opted to eat at Hardee’s.

Mistake #2! (Are you wondering where #1 went? That was ME offering to drive but we’ll get back to that!)

We got in line, and after a whopping TEN MINUTES in line (without as much as a peep of acknowledgment from anyone, I might add…) the girl at the grill yelled, “What can I put on for you?”

We told her what we wanted, and then an awkward young guy “took our order” and when Jamie asked what was taking so long, he completely ignored her question!

We paid for our food, and sat down. When the food arrived, my burger was disgustingly greasy and the pickles were falling out the side and ketchup and mustard were all over it. I literally had to wipe it off, it was so yucky! The bottom bun was just soaked with grease.

SO not cool…

Listen Up, Business Owners

Now I am one to give everyone the benefit of the doubt, but not my dear friend! She went up and complained and guess what the lady said?

Ya want me to make you more food?

Not “I’m sorry.”

Not “Hey, it’s on the house since we’ve screwed up so much and appreciate your business.”

Nope.

Being in some form of customer service over the last 20 years, I’ve learned to recognize decent service, vs. exceptional service vs. crappy service.

As a former secret shopper, this experience would have failed on every account.

This was ridiculously crappy service…

I won’t go back again.

And guess what? I’m telling all of you about it! (There’s a lesson for anyone in business…)

Yesterday, in Jeffrey Gitomer’s ezine (which is AWESOME, btw…) there was just an article about exceptional service and how someone turned what could have been a bad experience into a great one.

The Adventure Begins

Okay, so we were beside ourselves about the service, and went to leave.

You guessed it…

My POS van wouldn’t start…

It’s got a weak battery, and if you leave a door ajar, or open for too long, it drains the battery. One of us must not have closed our door.

All we could do was laugh. (We usually do, no matter what)

It was more punishment for giving in and eating fast food.

There were some nice guys that opened the door for us when we walked in, so Jamie went in and asked them if they had any jumper cables.

Unfortunately, they didn’t.

We were laughing about how we were going to get back to work, and she laughed, waved, and said, “Hi, will you jump me?” And I laughed so hard, I almost cried. Then we started joking about that being a good blog post. (With me, I always end up thinking what would be good to write about!)

So, we thought what else can we do and I called my boss and he came and jumped the van.

Back to work, and only a couple minutes late…

Jamie and I joked about it and I mentioned that it got our mind off the crappy service, and as usual, I heard:

“I KNEW you’d find the bright side!”

I think I’ve heard that once or twice………………………

*** As an aside, Jamie is going to start posting on here as well. We just may have a follow up with HER side of the story………………………………….

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