It's been a bad week.
Sunday, I read this story from The Patriot-News about a couple with young children who got a pretty raw deal by American Airlines.
Their experience brings up the hot subject of traveler's rights (although sometimes it seems there is no such thing). But the bigger issue here is plain old customer service.
Does it still exist?
Tuesday, I went to the coffee shop I stop at most mornings, for a 50-cent refill in the mug I bought for $15 for that purpose. They told me the place is under new ownership now, and they aren't honoring the program anymore.
Yesterday, I went to dinner with some friends from the Harrisburg Young Professionals. The conversation turned to the first restaurant we had dined at together. It was part of the HYP discount program, but the manager/owner refused to honor the discount. And, the service was terrible.
Wow, I thought. Two years later and they're still talking about that night and that restaurant; telling everyone they know to avoid it at all costs.
Today, I signed papers to cancel my membership at a small, family-owned gym/health club I joined a little more than a year ago. They announced in March they were closing and selling to Planet Fitness, which doesn't offer exercise classes, a pool or any of the other features I joined for. Not only did my one-time joiner's fee last me only a year, but now I have to pay it all over again -- and then some -- to join another gym that has a pool and classes.
The one bright spot in all of this has been L.L. Bean.
They're one of those old-fashioned companies that stand behind their products and offer customer service. (And I'm not talking about the "we'll put you on hold for half an hour while telling you in a recorded voice how important you are to us" kind.)
So when the zipper broke on a bookbag I bought from them, I sent it back for a free replacement. Everyone I spoke with during the return process was helpful and friendly. I was feeling so happy that I decided to upgrade to a more expensive bookbag and have been telling everyone I know about their customer service.
Oh, how nice to have good dealings with a company. To talk to company representatives and not leave with a bitter taste in my mouth.
I don't mind handing over my credit card in exchange for something good -- product or service. I actually feel proud to support such restaurants/companies/organizations with my business. I'll return again and again and tell everyone I know to go there.
But lately, I'm finding fewer and fewer such places.
Do you know of a place that still focuses on serving customers? Post a comment so other readers know to support them with their business.
Maybe, one day, the bad ones will get the message.
Otherwise, I'll just sit here and hope that L.L. Bean will soon start selling coffee and gym memberships and dinners and airline tickets.
Leave a comment