|
|
Two stories with a happy ending
A woman went to Centro
for brunch during the Arts Festival. She ordered the breakfast pizza,
ate one slice, and asked if she could leave it to pick up later, after
she was done wandering through the art. She was told “definitely!” but
when she returned to get her pizza, she was told someone had thrown it
away. In many venues, “oops, so sorry” that would be the end of it. But
Centro understands excellent customer service. They made her a brand
new pizza, boxed it up, and sent her off with it. And you can bet
she’ll be back, and she’s telling everyone she knows about this great
example of customer service, and the friends she’s told will be in.
Recently I had my own customer service event at Ulta, the cosmetics
superstore in West Des Moines. I popped in to pick up an expensive
cosmetic item that I can’t live without. I got home and couldn’t find
the very expensive item. So I called Ulta, to see if perchance the item
had been left on the counter. The young lady that answered the phone
was very warm and receptive. I explained the situation, she put me on
hold very briefly, and returned to say she didn’t see anything laying
around the counter, she was sorry. Now, this is where many businesses
would have ended the story. But not Ulta. She then added “Just bring
your receipt in and we’ll give you another one. No problem.” Of course
immediately after our conversation I found the item that had gone
missing. This is an item I can purchase in many places closer to my
home, or even online. But I’ll go back to that store because I know I’m
going to get excellent service in addition to my purchases.
Click here to read about
not-so-pleasant examples of customer service, or here
to return to our secret shopping page.
|
|
|
|
|
