I’m a very positive guy. So it|Therefore it saddens me that many of my customer care observations give attention to bad examples and what not to do. Since I’d rather find and talk about samples of fabulous customer care, it’s become my passion in life to work towards many people thinking that customer service in general is pretty good (the contrary is now true). Then I’d see great customer care everywhere!
For those of you who don’t know or don’t live in a state blessed with https://allfoodmenuprices.org/el-pollo-loco-menu-prices/, they have the most effective flame broiled chicken on the planet. I’ve been enjoying it for pretty much two decades.
However, their customer care varies wildly from store-to-store. Discover the wrong store and you might like to strangle an employee or two. Some workers neglect to grasp even the most rudimentary customer support principles.
And after many years of searching, I finally found my favorite el Pollo Loco franchise. It’s a bit farther away from my house, but it’s worth going out of my way of getting good service. I even wrote the company and told the district manager how great this store was, especially compared to other branches. Things was going great, they knew me there, and i also loved eating their chicken. Unfortunately, I had an experience yesterday evening that has got me to reevaluate these positive feelings.
So, yesterday I needed some Pollo Loco chicken for lunch after having a late movie. I called my personal favorite location, using the best service around town, to place a takeout order. I got through after the phone rang for nearly 2 minutes. A worker breathlessly answered the cell phone and after that asked basically if i could hold. “Sure!” I responded. Then, I waited, and waited, and waited.
I drove 8 miles in LA traffic, arrived at the shop, and walked together with the telephone still ringing. I motivated to speak to the manager. He was on the register. I assumed that they had just forgotten me, which had been not true. They had decided never to answer my call since they were busy. Therefore they permit me to sit, and sit, and sit down on hold.
Given that they knew me, I asked them should they could view the phone was on hold. Yup. Oooops. I told them it was me, and this I was on hold for pretty much ten minutes. What did the woman do? She walked up to the phone and hung it up. Not a word of apology. After speaking to the staff member, I went along to the conclusion in the line to wait patiently my consider talk to the manager. While I is in line, I could see that the employee and also the manager were speaking about the phone call, my wait, and also the whole mess.
I arrive at the front of the line and also the manager says to me, “Hello, how are you currently?” Seriously?! He already knew I had been upset, yet he didn’t make his first words “I am just so sorry for your mess.”
I told him the entire story, specifically the part about being hung up on with no word of apology. He turns to the person who hung up on me, says something, and she comes over and apologizes. He gives me some lame excuses about not understanding about the call, blah, blah, blah. It never occurs to him to apologize, he just denies responsibility for that actions of his troops.
I ask the manager why his employee waited to apologize until he told her to. And, then it gets ugly. He lies to me. He says she doesn’t speak English very well therefore she didn’t say anything. Which doesn’t seem sensible, she did a bbquiq job talking to me and apologizing once he’d told her to.
Sorry to state, I used to be angry and left without my chicken and my appetite.
Now, this is actually the moral from the story. Whenever you screw up, just apologize. Then apologize again. Everyone. Constantly. Assume responsibilty for annoying a great, el Pollo Loco near me. You screwed up. So does everyone. Just apologize and then make a move extra making it right. In this case, buy me some chicken, give me a free coupon, or something that is else to really make it right. Chicken and rice costs him a nickel. My company will be worth about $1000 annually, minimum. Is saving that biz worth an apology as well as a little chicken? Yes.