Reader Post: More Domino’s Fun

[editor’s note: We are NOT trying to pick on Domino’s. But one of our regular readers recently sent along an anecdote that we just have to share. Also, we’ve talked a lot about good and bad apologies on our site, and this is a great hybrid- a good apology that happened to create more customer consternation. Thanks for sharing, HA.]

I subscribe to your blog in my RSS feed reader and enjoy your observations about good and bad customer service.

For the recent one on Domino's I could relate to that customer's indifference. We're just used to mediocre customer service in modern America, but you're right that it could be so much better than it is.

And that post reminded me about my own experience with Domino's. About a year ago, I ordered a pizza from them, gave them my phone number as a matter of course, and soon enough, I started getting robocalls from them.

My number's on the Do Not Call registry, so I was annoyed, but apparently, the rules allow you to get calls from companies that you've done business with recently.

I called Domino’s to complain and to get my number off their robocall list, and I got a free pizza coupon out of it.

Later on, I called in to redeem my coupon, left my phone number as a matter of course, and soon enough... you guessed it. RING!



Domin-Uh-Ohs

Last night, I overheard this exchange between a customer and a Domino’s delivery driver who had just dropped off an order.

Customer (yelling from his front door): I ordered THIN crust, but never mind.

Driver: What?

Customer: I said, I ordered thin crust. They get it wrong every time.

Driver: Uhhh, sorry ‘bout that. I’ll make sure to tell them back at the store. (Gets in car.)

Customer: Yeah, whatever.

The customer’s frustration is understandable; he’s received the wrong pizza at least twice.

And all he received in terms of resolution is a vague promise to alert the kitchen…as if that will accomplish anything…and as if that somehow redeems this experience.

Sure, the pizza industry is insanely competitive and lowering costs is crucial. But wouldn’t some basic customer service training for delivery drivers go a long way toward improving brand perceptions, and ultimately, market share?

How many times will this customer return to Domino’s before switching brands?

And wouldn’t it be cheaper to keep this repeat customer happy than losing him to a competitor?

Delivery drivers are often the only human face to connect a customer with the brand. It should be taken more seriously than this.



Passing the Buck

[editor’s note: In reaction to our recent waitress post, one of our regular readers sent us this great tale of their own awful restaurant service. Thanks for sharing!]

Years before I was a mystery shopper, I was in a group of ten eating at a national restaurant chain. The hostess took us to our table, and she motioned to a server to help us. 

The server copped and attitude and told the hostess that she was about to go on break, and to have “Lisa” cover her section.

Lisa, another server, heard this and said it was the first server's responsibility to cover our table.

They argued for 2 minutes about who wasn't going to serve our table.

Great start, people.

Miss Attitude came to our table with a big chip on her shoulder, and her service reflected her attitude. Our drinks were not refilled and we never had enough silverware for everyone.

One of the few members of our party to not get the salad bar had an entrée tossed down in front of her with a little spin and an indignant, "There you go."

Worse, we quickly discovered it wasn't the meal prepared for our table; the server just grabbed it from the pass.

I had had enough!

I found a manager and asked if I could have a moment of her time. Instead of yelling and complaining, I just told her what had been happening. The horror and embarrassment kept growing on her face as I described our experience to that point.

The manager said she was truly grateful that I had brought this to her attention and said she would personally be taking care of us for the rest of our visit.

She picked up the entire tab and offered everyone a heartfelt apology at the end of the meal. 

As a customer, the way to handle dissatisfaction is just as important as the way management fixes the matter. 

Reader Review: IHOP

[editor’s note: one of our regular readers sent us this wonderful review of a recent IHOP experience. Thanks so much to Ch & BO for sharing!]

Our 7-year-old suggested we go to IHOP Thursday night. We ordered brinners (we all had breakfast for dinner), talked for a while, and completed all the games on the kid's menu.

After a while, our son started grousing that it was taking a long time, and he noticed that patrons seated after us were being served before us. (He's going to make a fine Mystery Shopper one day!!)

About that time, our server came by to say there was a mix-up in the kitchen, that our meals would be right, and that she was going to ask a manager to stop by the table in a few minutes.

With sincere apologies, she did everything she could to make sure we were comfortable. 

Our meals arrived and about halfway through them, the manager came by and jokingly introduced himself as having just been flown in from "corporate damage control department."

He apologized for the unacceptable delay and explained that the kitchen had made a timing mistake and become overwhelmed by a sudden rush of patrons.

Most importantly, he presented facts, not excuses. He expressed sympathy that we had to wait too long.

• And he took care of a substantial part of our meal!!!

All this without any complaint from our table – that’s just how they take care of customers.  We’ll definitely be back!

As The Magnetic Group would say…This visit: 4 Magnets

Problems really are Opportunities

[editor’s note: one of our readers sent us this wonderful story about excellent problem resolution at a local business. As Seth Godin and others have noted, problems really are opportunities if you’re willing to go above and beyond. Thanks for the story, PH!]

Two months ago, I ordered a sofa from Burdorf’s in Louisville. The sofa was to be delivered on April 1, the day we move into our new condo. But when I called to confirm the order, I was told that the sofa fabric was on back order and we wouldn’t be able to get the sofa until a week or more after our move.

I was very disappointed with this news and decided to drop by Burdorf’s to see if the floor sample would be available. If so, I would cancel the original order and go with the floor sample. Sure, the fabric would not be perfect, but at least I’d have a sofa for our move-in and house-warming party. 

In the store, Burdorf’s apologized for the lack of communication with their factory. A rep led me to the floor sample and offered to deliver the sample sofa for me to use until the ordered one arrives!

Burdorf’s took responsibility for the problem, came up with a solution, and left me a very satisfied customer.

Problems often arise in doing business and that’s just life. What's important is fixing them, and not offering excuses or passing the blame.

Burdorf’s left me with a smile on my face and every intention of giving them my business again.

Service Review: Baxter Avenue Theatres

It was a Tuesday night when a friend and I decided to visit Baxter Avenue Theatres to catch “Up in the Air.”

When we announced our movie and time selection, the attendant simply looked up, stared blankly, and declared, “The projector is broken. You’ll have to see something else.”

We were a bit taken aback and thought he might be kidding. He must have noticed our confusion, so he elaborated, “What else do you want to see?”

No apology, no smile, and definitely no expression of regret.

We were frustrated that our movie wasn’t playing, but even worse was the attendant’s complete lack of concern.

Now, attendants probably have no impact at all on what movie theatres people choose, and I know I’ll return to Baxter Theatre.

But the lack of a simple, “I’m sorry,” definitely left a bad impression.

Already upset, we opted to see “It’s Complicated.” We thought the experience couldn’t get worse, but it did. Good thing I’m not a movie critic…

This visit: 1 Magnet