Monday, June 18, 2012

The singular of data is anecdote

Good customer service usually happens because something has gone wrong.

Elephant Walk screwed up a takeout order on Saturday night, putting rice into Lisa’s “no rice because I’m allergic to rice” dinner. (A forgivable though frustrating mistake.) So they remade it, which consisted of scraping out 95% of the rice, waiting an appropriate length of time, and giving it back to Lisa. (An insane and callous move.) We discovered this an hour later. I called the manager, who was appalled and genuinely apologetic. Within 20 minutes he had figured out where their order system was truncating messages and fixed it, refunded the entire order, made her a new dinner and added in a couple of her favorites, and was hopefully making plans to retrain the relevant kitchen staff on food allergies. And he offered to personally oversee our next takeout order to make certain that it wasn’t screwed up.

AmEx sends an occasional rebate check on one of my cards, and they bury it with advertising in the back of a statement so it's easy to miss. Today they called me to let me know that I had missed one worth over $400 that would be expiring in a couple of months!

What’s your latest experience of good customer service?

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