The BIG Kahuna

Do you know that I actually expect to receive bad service? Receiving good service is so rare that it?s really just a second thought. It seems to me that Business to Consumer branding is a lost art.? During the course of an average day for me I will receive poor service two or three times. And here is where it gets even more dumbfounding; the owners and managers don?t care either! If you complain that you?ve received poor service your complaints fall on deaf ears. They are numb and frankly brain dead.??

Let?s go over some examples:?

When I got to the window I asked her why she was just rude to me. She couldn?t care less. The manager was directly behind her and came over. I told her what happened and at that moment the girl who took my order actually started to laugh. She though it was funny. The manager politely asked for my money. I said I would pay when this was resolved; the manager informed me I was holding up the line. I drove away and hit a Wendy?s.

But honestly that MacDonald?s couldn?t care less.?MacDonald?s is one of the leading brands of the world. But every location needs to deliver on the brand identity and a large percentage of them don?t. As customers they have trained us to receive bad service. Why do we put up with??that???

?Yesterday I called Sprint because my bill was very high. I asked the woman why my bill was high because I had just upgraded my plan last month to receive unlimited internet. She said let me look at the notes. She then came back and said, I see where you called in and talked about upgrading your service but it?s not on the notes that you actually did. I said, do you think I like to call in, sit on hold, find out I could get a better service for me and not do it? She said, if it?s not in the notes I can?t refund your bill.

She?s a robot who could care less. The manager supported her. They were nice enough to actually put the new plan in place this month?I think?? Sprint employees don?t care about their own brand identity so why do we put up with it? Just another day at the office for us, bad service that we just brush off.?

Will this trend of customers accepting bad service continue? Gosh I hope not!?

This entry was posted on Wednesday, August 1st, 2007 at 9:32 am and is filed under Branding Blunders. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.