I’m a very positive guy. So it|Therefore it saddens me that lots of of my customer care observations focus on bad examples and what not to do. Since I’d rather find and write about types of fabulous customer support, it’s become my passion in life to work towards many people thinking that customer support generally speaking is pretty good (the opposite is now true). Then I’d see great customer support everywhere!
For people who don’t know or don’t live in a state blessed with el Pollo Loco restaurant, they have got the most effective flame broiled chicken on earth. I’ve been enjoying it for pretty much twenty years.
However, their customer support varies wildly from store-to-store. Get the wrong store and you may want to strangle a worker or two. Some workers forget 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 little farther from my home, but it’s worth going out of my way to get good service. I even wrote the organization and told the district manager how great this store was, especially when compared with other branches. Things have been going great, they knew me there, and i also loved eating their chicken. Unfortunately, I needed an experience last night which has helped me reevaluate these positive feelings.
So, yesterday evening I wanted some Pollo Loco chicken for dinner following a late movie. I called my favorite location, with the best service in the city, to place a takeout order. I purchased through following the phone rang for pretty much 2 minutes. A worker breathlessly answered the 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 shop, and walked together with the phone still ringing. I required to talk to the manager. He was on the register. I assumed they had just forgotten me, that was not true. They had decided to not answer my call because they were busy. Therefore they let me sit, and sit, and sit on hold.
Because they knew me, I asked them should they could begin to see the phone was on hold. Yup. Oooops. I told them it absolutely was me, and that I had been on hold for almost ten minutes. What did the woman do? She walked up to the phone and hung it. Not really a word of apology. After speaking with the worker, I went along to the end of the line to wait patiently my choose talk to the manager. As I is at line, I really could notice that the staff member and also the manager were referring to the call, my wait, and the whole mess.
I arrive at the front of the line and also the manager says to me, “Hello, how have you been?” Seriously?! He already knew I used to be upset, yet he didn’t make his first words “I am so sorry for the mess.”
I told him the complete story, particularly the part about being hung up on without a word of apology. He turns to the one who hung on me, says something, and she comes over and apologizes. He gives me some lame excuses about not knowing regarding the call, blah, blah, blah. It never occurs to him to apologize, he just denies responsibility for your actions of his troops.
I ask the manager why his employee waited to apologize until he told her to. And, it gets ugly. He lies to me. He says she doesn’t speak English adequately and thus she didn’t say anything. Which doesn’t seem sensible, she did a bbquiq job talking to me and apologizing once he’d told her to.
Sorry to express, I was angry and left without my chicken and my appetite.
Now, this is actually the moral from the story. When you screw up, just apologize. Then apologize again. Everyone. Constantly. Be responsible for annoying a great, el Pollo Loco prices. You screwed up. So does everyone. Just apologize then do something extra making it right. In this case, buy me some chicken, give me a free of charge coupon, or anything else to really make it right. Chicken and rice costs him a nickel. My company is worth about $1000 annually, minimum. Is saving that biz worth an apology and a little chicken? Yes.