Now that school's starting back up, my online shopping has increased, if it's a good deal, I'm probably shopping there, searching for a bargain, or doing early gift shopping for the holidays and very rarely, purchasing something spectacular for myself. But its not just online shopping, what about when you're ordering in, dining out, or picking up something to take home, I've been doing that too!
My husband is an Electrician, and he recently had an overnight double shift, meaning, he worked from 5am - 3:30 pm, came home and went to work from midnight to (shoot that day he didn't get home until 1pm), the worst part of it was the night before, I had to rescue him on his way to work because he got a flat tire and since he has specialty tires, we were sure to pay a pretty penny for ONE TIRE. So when he came home and said to me "babe, can I get some ihop?", I had to oblige. So I picked up the phone and dialed my local ihop, the man on the other end of the line said "Hello, thank you for calling ihop, how can I help you?", I said "I'd like to place a to go order", he says "hold one moment", and I wait...Man picks up the phone and says "this is_____, how can I help you?", I said again "I'd like to place a to go order", he says "hold one moment"..... 10 minutes later, I hear someone dialing a number, I call out "Hello", he says, "Hello is ________ there?", I said "I'm sorry sir, I've been sitting on hold for the last 10 minutes waiting for someone to take my to go order". He quickly apologizes and takes my order, I ask how it it'll be, get in my car and drive over. Phew! About time!
I arrived at ihop within 10 minutes or so and I walk in, its fairly busy, there's no one at the to go counter to greet me, but there is a gentlemen at the hostess area, helping guests to their seats, I'm being passed by different waiters/waitresses and not a soul says "Hello, How can I help you?"... Seriously? So about 10 minutes a woman is walking into the kitchen and as she's speeding by me, she quickly says "I'll be with you in a moment", great FINALLY! Woman comes out of the kitchen, abruptly asks my name and what I ordered, disappears into the kitchen, comes out maybe 5 minutes later and now she's trying to be friendly, "thank you, hope to see you again", I said, :"come here, again?", She said "yes", I said "I don't think so" and she asks why, I explain to her the scenario, she shoves my food in the bag, says "I'm sorry to hear that" and doesn't even look at me!
It wasn't until the next day that I decided that it might be in my best interest to file a complaint with ihop, letting them know the disappointment I felt in their lack of quality customer service. So I wrote an email, that was limited in characters, but it was enough to get my point across. I didn't write with the intention of receiving anything, seriously, I wanted them to KNOW what happened to me, I wanted them to know why I wouldn't return to their restaurant, I wanted them to know, that I value companies that value me.
I received a call from the General Manager, she read my email and thought it best to contact me directly, she wanted to know who I dealt with and assured me that this would be corrected. She even offered me two free meals at that location, and urged me to return and see the General Manager for that location when I returned.
She said that she'd send me an email with the free meal information.
This is where the value of quality customer service comes in, I make a complaint, I receive a call, I'm offered something for my troubles, and then what? YOU DROP THE BALL!!!!
Here I thought I'd be writing today about all of the quality customer service I've experienced with all of these fabulous and wonderful companies, and I'd share them with you because they deserve to be labeled as such, and ihop got away with me. I thought ihop had impressed me, I mean who doesn't love a full stack of delicious, hot, buttered, warm pancakes smothered with syrup, served with all of the fixin's anyway?
I never heard from the woman again, I didn't receive an email, I didn't get a coupon or an email to redeem for 2 free meals at my local ihop! Yup, I'd say the ball was dropped! If you can't deliver, don't say you can. I would've went forward just knowing that I sent my message and someone read it, but she promised me something in return for my troubles.
Oh ihop, you're now on the do not go list.
Until, next time,