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Originally Posted by Superflyer
So I should rate the one that was great but the other one just leave them alone? Why? I will not go back to the location with poor service just because it is in an area that I am hardly ever at but still. What if it was the location closest to my home? Say I went back a couple times to give them the benefit of the doubt and it was bad each time? According to you just because I get bad service at a place I should just let it go?
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Yes. Exactly. If you get bad service you should just let it go. That is what I'm saying. Not going back to the store is reasonable, too.
Or, I think it's also reasonable to address it with the business directly if you really feel strongly about it, but I do not think a permanent public shaming via an online review that becomes tethered to the business for the rest of time is warranted or fair.
Why? I think it comes back to the golden rule. And also, a negative review is too strong of a weapon for 99.99999% of cases.
Quote:
Originally Posted by Superflyer
Also "all workers are just humans and can't be expected to be "given'r" 110% of the time. Sometimes you'll get a guy at a bad moment catching up with his friend. It would have been great had he helped you more, but he didn't, c'est la vie"
WTF? If this was your store and an employee blew off a customer would you just say "Oh well!" It could also be said that he did lie to me when I asked if they can get it in. The other location was able to and it took her less then a few minutes. I am not a business owner but if I was I would expect an employee in a customer area to be focusing on customers.
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Well, all people are living their lives in context of the things going on around them. I've had my business over 16 years now. In that time, I've had staff members go through divorce, lose children, lose parents, suffer injuries, lose friends, get in car accidents, get sick, become parents (that can be stressful and tiring, leading to decreased performance), etc. Sometimes people can just become depressed or unmotivated for stretches. I try to be forgiving of all of that. I don't expect people to be operating at 110% at all times. I know sometimes even my star employees are going to have off days, weeks or months.
Maybe this guy is a great employee and a great person and was struggling that day. Maybe his friend came in to check on him and he
needed that care and concern from his friend at that moment. Maybe his coworker knew he needed that and was fine with taking the extra load of the rush so his colleague could get a bit of a break. And maybe - at that moment - assisting you with a Taylor Swift record was less important than taking care of himself.
Or maybe he was just a jerk and he'll be fired today. I don't know.
I do know that I don't know what was happening in his life at that moment and I also know that with such limited context I would not write a review admonishing him or the business.
I do support my staff when they are less than perfect. I don't expect perfection from them and I don't expect it of myself. I like when people can go home feeling good and that they were treated well by me. We also treat customers as well as we can. Sometimes - with our limited numbers and in light of the greater context of our lives - customers have an experience here that is inferior to what they can typically expect. C'est la vie. We're only human and we do generally do our best.
Quote:
Originally Posted by Superflyer
For the record I did not rate either one. I have rated maybe 5 places ever and they have all been 5 stars. I am also not a person who wants to speak with the manager for any little thing. I find if stuff like this is happening, either the manager is ok with it or does not pay attention.
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There is a third option - sometimes the manager knows what his people need and sometimes that's at odds with what the customer needs. Not every interaction can be a win-win. But we can always just, sort of, move on without publicly shaming them.