Boy did I ever have a bad Customer Service Experience at Cloister Car Wash the other week.
It is early afternoon... they are understaffed... it is a "little full" but not too bad. But it is taking longer than normal.
I am standing outside waiting for the final touches on the car I brought in for cleaning. The sign outside says Customer Satisfaction Guaranteed (Note: It does not say Money Back Guarantee).
My car is done.
I get in.
I drive up away from the drying area. I look around and see obvious dirt that was not cleaned up. I look a little further and I see pieces of paper/trash lying between the seats (and then under the seats. (By the way - this was not my car!)
My first thought is just to sigh and drive away. But then I remember the sign and LOOKING at the sign, and I thought, "Hmm, I'll pull in, go talk to a manager and tell them I am a Dissatisfied Customer."
Now, here is what I expected.
I expected Good Customer Service.
I expected them to be concerned about the inadequate service I received.
I expected them to be proactive about getting me the Customer Satisfaction they guaranteed.
I received NOTHING of this.
Here is what I did receive.
Rationalizations and explanation about why they didnt' clean my car very well. It actually became kind of comical listening to it. Oh, by the way, I paid for their TOP OF THE LINE cleaning.
A blank stare when I asked the manage to tell me how she defined Customer Satisfaction. Literally, all she could do was repeat the phrase.
I asked her what she felt would be good customer service when they had a dissatisfied customer? She had NOTHING to say... except the LUDICROUSLY FUNNY point I'll make next.
I asked her if she had a recomendation about what she would like to offer to make up for this bad customer service and their failure to provide what they promised. And here is where it became comical. She suggested that THE NEXT TIME I COME BACK... they will make a note to "really clean the car" with some specific instructions.
It was all I could do to keep from laughing out loud. I smiled and said, "So you are saying that you'll give some special instructions so that NEXT TIME, when I pay for your most expensive car wash service, they should work a little harder at cleaning my car? She said, "yes."
I drove away thinking... Next Time? Hmm...
Some of the work of leadership has to be helping our teams deliver the quality customer service so there is a next time.
Enjoy the Cartoons.
Brian K. Rice
Leadership ConneXtions International