Recently, my wife and I did the annual backpack purchase for our kids in preparation for school. It was quite simple this year. Good deals at the Nike Store in Sevierville, TN. Two Nike backpacks…one red and black…the other pink and black…complete with the Nike “swoosh”.
Now, which one was my daughter’s…I can’t rememeber.
Melody had the bright idea to have their initials monogrammed on them. This really made sense considering the my son discovered after school started that another boy in his class had an identical pack.
So she took them to a local store that specializes in airbrush and monogramming work. The lady behind the counter was really nice, and we were told it would be a matter of a few days on those packs.
You can already see this one coming. Can’t you?
Days turned into weeks. No backpacks. After about three weeks, my wife walks in for about the 5th time. As you can imagine, she was starting to get just a little exasperated at the situation. She is good at hiding frustration. However, by this point…the fact that she had been waiting some 3 weeks had started to seep out just a bit.
And then it happened…
A complete violation of every unwritten code of business…
The owner of the shop, who had come out to see what was happening, looks at my wife and says…
“Are you quipping an attitude with me?”
First off…no one…and I mean NO ONE…including me, breaks off that question with my wife, and ever is the same again. Bad move, brother. Hope you can recover from that one…but you asked for it.
But the point is this…
Why is it that customer service has deteriorated to the point that any store owner would talk to a customer in that manner? Has our culture as a whole simply fallen to that point?
There are still a number of great businesses out there that do customer service right…and it shows.
But all too often these days we see businesses that show distain for their customers. Did I miss something? Is the customer, and their satisfaction with their experience with you, not what keeps you alive as a business?
If companies do not perceive their customers in that manner…they should.
BTW, we were eventually able to get our money back, and the packs…still no monogramming.
Perhaps we should have gone to that family friend that does this out of her home…the first time.