Thursday, October 23, 2008

Excuse me, can I get some help over here? Excuse me?

Usually we are not big whiners about customer service. (And by "usually" I mean, when we have good customer service.) However, very recently we have had some stunners.

First, there's this whole deal with our doors from Home Depot. Not making us happy to start with, we ended up paying about 3 times more than expected for the installation. I spent half and hour in the store, 20 minutes with one employee, having every dollar of that amount itemized o I could explain it to Aaron at home. He was NOT pleased.

Yesterday I got FIVE phone calls in reference to said doors.

Call #1 - "Is Mr. ---- there?" said a voice that seemed to be at least 15 years old, and not very happy to be making the call.

"No." When people are rude or unpleasant, I don't feel the need to be helpful.

"Is this his wife or something?" Um.

So she goes on to tell me that our "order" is in, and we can pick it up anytime. I informed her that our order was doors, and that we'd paid for installation. She said she'd check on that and call me back. I'm so glad she had a clue what she was calling about.

Call #2 - Same 15 year old chickie. Yes, she agrees that our order was doors. And the installation payment (half the original bill!) wasn't attached to the purchase of the doors. It was "just floating around somewhere." Grrreat. I got a little exasperated at this comment.

Call #3 - More reputable woman on the phone, explaining that somehow our order had been divided in two, and so now that they were combined, we would be getting a refund of some of the tax. Okay.

Call #4 - Guy in millwork calls to say that really only 2 of the 4 doors were in, but we would go ahead and set up an installation date anyway, because the others would be in by Wed, and the install would most likely happen after that. A separate installation person will call by Monday to make the appointment. I repeated this back to him to make sure I got it all right.

Call #5 - "Yes, this is the Home Depot, and I'm calling to let you know that your two doors are in."

"Okay, now are these the same two doors I got called about earlier today, or are these the two doors they told me aren't in yet?"

"Oh, they are probably the same doors as earlier. Someone just didn't make a note."

We decided to take the kids to IHOP for lunch. These are the events leading up to the less-than-20%-tip:

- Took way too long to take our order. When the server finally came over, she took the menus and then left.
- When she finally showed up again, she seemed to remember that we hadn't ordered yet.
- Seemed to take a long time to make our 2 omelets for the kids and our sandwhiches.
- No refills for Aaron and I - and we really were thirsty!
- We finally got our ticket after Aaron piled all four plates in the middle of the table.
- After we had our card out, another server informed ours that we were know, since Aaron was packing the kids up.

Also not helping the situation (but not figuring into the tip!) was the fact that Ben was feeling extra whiny and ate nothing but Aaron's fries and chocolate milk. So. Fun.

All of this is why I could never, ever work in food service. I'd get an ulcer the first day worrying about tips.


Noel said...

But as a type A, you probably would provide meticulously attentive service...meriting a history of solid tips...negating the ulcerative concerns about the income stream.

If things get slow at Book Club, you can ask my wife about her waitressing experience.

As for the two anecdotes: Yikes!

mama.nichols4 said...

Wow, I'm amazed at the HD experience. I'd comment but it would be bad.

As far as iHop, that's the service we receive EVERY time we go there, with or without kids. :(

Aaron said...

HD is horrible... there's a reason it's great for the "do-it-yourselfer". If you want something done right you have to do it yourself. I even use the self-checkout there. :)