Postive Customer Service Thread

[undercoverbrother]

Why not a thread to give a shout out on positive service.


Today, I experienced positive service from Costco.


Short story, I waited to purchase winter tires (WS80) for my new vehicle b/c they went on sale at Costco today. Went in this morning, told I can get them, $883 all in. Perfect, let's do it. The person on the counter hits some computer keys then tells me:

"sorry we don't have the tire".

"Ok, how long to ship it in"

"No, I mean we don't have that tire, anywhere. It would take until January"

"huh"

I speak to her about my thoughts on Costco putting a sale on a tire they can't actually get (knowing all along it is above her pay scale).


After a couple of calls with Costco, the are putting on the X-Ice (normally $1200) for the same price.


Sometimes it pays to express yourself in a polite manner, while still not being happy.

Big Shout out to Costco, for turning a negative experience into a prositive experience.

[shermanator]

I'll give a shout out to Local on Stephen Avenue.

Stopped by before the Jim Jefferies show on a Friday night last October. In the span of about 75 minutes there were 7 of us, each arriving at different times, all able to get food and multiple drinks in a completely packed restaurant. If someone joined the table, the waitress was there in 2 minutes asking if they wanted a drink. If the drink was 25% full, the waitress was there asking if we wanted another.

Fantastic service, especially during a Friday night downtown at 6 pm, where one would expect the service to be subpar.

[psyang]

Great idea for a thread. This happened a few years ago - it was my first attempt to book a seat at the UltraAVX theater at Crossiron Mills. I booked online for the Transformers Dark of the Moon movie and printed out the tickets. My wife and I showed our tickets at the ticket counter and walked right into the UltraAVX theater. It was about a week after opening night, and the theater was filling up fast.

After a few trailers, the movie started, and as we heard Optimus Prime's voiceover, we also noticed an usher with a penlight walking down our row towards us, checking tickets along the way. When he got to us, I showed him my tickets and he said "I thought so", and asked us to come with him while another couple took our seats. It was embarrassing, though the darkness of the theater helped.

Outside the theater, the manager greeted us, and explained that our tickets had been booked for an UltraAVX theater out in Vancouver. I looked at the tickets, and sure enough, it listed a Vancouver theater. I was very apologetic, but the manager just said, "This looks like a date night for you two". It was. So he told us to pick any non-3d movie that hadn't started yet and he'd let us in. In addition, he gave us 2 additional passes for any UltraAVX movie that we could use in the future. I was floored. I think we watched Super 8 that night, then came back a couple months later to watch Contagion in UltraAVX. We still haven't watched the Transformers movie, and while Super 8 and Contagion were just ok, I'll always remember them fondly. Needless to say, we've been back to watch movies at Crossiron Mills many times since as well.

Good service to overcome their mistake is always welcome, but when it comes in the fix our mistake, it is a whole other level.

[OutOfTheCube]

Originally Posted by psyang

Great idea for a thread. This happened a few years ago - it was my first attempt to book a seat at the UltraAVX theater at Crossiron Mills. I booked online for the Transformers Dark of the Moon movie and printed out the tickets. My wife and I showed our tickets at the ticket counter and walked right into the UltraAVX theater. It was about a week after opening night, and the theater was filling up fast.

After a few trailers, the movie started, and as we heard Optimus Prime's voiceover, we also noticed an usher with a penlight walking down our row towards us, checking tickets along the way. When he got to us, I showed him my tickets and he said "I thought so", and asked us to come with him while another couple took our seats. It was embarrassing, though the darkness of the theater helped.

Outside the theater, the manager greeted us, and explained that our tickets had been booked for an UltraAVX theater out in Vancouver. I looked at the tickets, and sure enough, it listed a Vancouver theater. I was very apologetic, but the manager just said, "This looks like a date night for you two". It was. So he told us to pick any non-3d movie that hadn't started yet and he'd let us in. In addition, he gave us 2 additional passes for any UltraAVX movie that we could use in the future. I was floored. I think we watched Super 8 that night, then came back a couple months later to watch Contagion in UltraAVX. We still haven't watched the Transformers movie, and while Super 8 and Contagion were just ok, I'll always remember them fondly. Needless to say, we've been back to watch movies at Crossiron Mills many times since as well.

Good service to overcome their mistake is always welcome, but when it comes in the fix our mistake, it is a whole other level.

My wife and I had good customer service at that theatre as well. We went and saw Fast and Furious 6 opening weekend in a packed show. At a certain point the sound cut out, probably for only 1-2 minutes. At the end of the movie they gave everyone free passes for another movie, no restrictions. I was impressed.

[Huntingwhale]

Shoutout to the checkout girl at Safeway who always gives me extra coupons for that knife collecting promotion. Then she always signs my receipt and puts a smiley face on it with her name.

[REDVAN]

Too bad she doesn't include her number too

[Northendzone]

Originally Posted by psyang

We still haven't watched the Transformers movie, and while Super 8 and Contagion were just ok....

sound slike this guy saved you from the mistake of having to watch a really crappy movie......

[troutman]

Originally Posted by Huntingwhale

Shoutout to the checkout girl at Safeway who always gives me extra coupons for that knife collecting promotion. Then she always signs my receipt and puts a smiley face on it with her name.

[Smartcar]

Originally Posted by psyang

Outside the theater, the manager greeted us, and explained that our tickets had been booked for an UltraAVX theater out in Vancouver. I looked at the tickets, and sure enough, it listed a Vancouver theater.
...
Good service to overcome their mistake is always welcome, but when it comes in the fix our mistake, it is a whole other level.

That's a nice story, and good for them. Unfortunately, what they (and others) do are creating an expectation that businesses should make it right for people who made mistakes. Not every business has the capacity to do this, and get slagged online when they don't.

[oilyfan]

Originally Posted by Smartcar

That's a nice story, and good for them. Unfortunately, what they (and others) do are creating an expectation that businesses should make it right for people who made mistakes. Not every business has the capacity to do this, and get slagged online when they don't.

I don't think it's an expectation, but it is nice for the manager to do this. It didn't cost Cineplex too much more money to do what he did and it kept two customers happy. More businesses should learn from that.

[Thor]

Just a shout out to Adultdvdempire who sent me two sleeves for my fleshlight instead of 1. Very nice!

#iaccidentallythefleshlight

[krynski]

Originally Posted by Thor

Just a shout out to Adultdvdempire who sent me two sleeves for my fleshlight instead of 1. Very nice!

#iaccidentallythefleshlight

I don't know if that is customer "service" per se....but congrats I guess!

[nfotiu]

Originally Posted by Smartcar

That's a nice story, and good for them. Unfortunately, what they (and others) do are creating an expectation that businesses should make it right for people who made mistakes. Not every business has the capacity to do this, and get slagged online when they don't.

I don't know. It has been my experience that businesses (no matter what the size) that are willing to cost themselves a little money up front by trying to make things right do much better in the long run than business who would make no effort to help someone out if it is not their fault. A little upfront cost in that area usually turns out to be a pretty good investment in the long run.

[Bill Bumface]

Premiere Carpentry (I think that's the name, if you need contact info, PM me)

I had a job that needed to be done for a foundation problem in my basement. I received quotes of $40,000 and $22,000 for the work. These quotes were obviously companies that are just fishing for naïve people to bite.

These guys are doing it for just over $3000. He's done framing work for me on addition for my house that had a lot of challenges, and they had to improvise a few places and the structural engineer was very pleased with their work when he inspected it.

The General Contractor I've been using for that, Foothills Renovations, has been great so far as well. We actually seem to be almost complete a very large job (2 story addition) that is going to be on budget. I've heard many, many horror stories of these types of jobs from family and coworkers, and I've been very impressed.

It's really great to be dealing with honest people in the construction industry, and I think these will be the guys that stay busy when things slow down.

[AMG_G]

I booked a 16ft truck from Discount Rental for pick at the location on Fisher Road a month in advance. A week before the date they even called to confirm that the truck will be there for me for that morning. That morning comes with all my friends lined up to help me move I get a call from the Discount on my way to pick up. She said that the truck was not returned the night before and there is nothing on the lot available for me. She was very sorry and said that there is another truck coming back at 2pm that I could have. But most of my helpers only had the morning to help me move so I was really miffed about the whole situation.

Surprisingly, I didn't get upset and told her its really not her fault and that I would take the 2pm truck and deal with finding help later. Turned around and started my trip back home when 5 minutes later she called and said she called her buddy at Avis and can get me the same size truck if I go down there now. Totally surprised me by the level of service that day from her.

[JonDuke]

Wrote this in the WRMMH thread a year ago. Was in 2 months ago and Aidan was still there.

Originally Posted by JonDuke

Quality customer service really makes me happy.

I took my son into Sports Trader in Edgemont to buy skates.
There was a guy there who helped us and he was wicked. (My son is 4 but has a head of a 6 or 7 year old, so finding the proper helmet made him whine quite a bit). The guy was awesome with my kid and you could tell he truly enjoyed his job. I actually asked for his name (Aidan) and am going to write in about him.

Sad to say it, but finding even half arsed or faked "good" customer service is a rarity, I find. I would be back to shop there just because of today's experience.

[Mathalete]

Today, I feel good about Apple.

I ordered an iPhone 6 Plus at the end of November. It shipped via UPS and once it got moving, it went from China to Korea to Anchorage to Louisville to Spokane to Vancouver to Calgary to Winnipeg in 5 days. Then, it sat. Being in Northern Manitoba, UPS partners with Purolator. Purolator got the parcel and have done nothing with it. UPS can't tell me much about it because it's out of their hands. They can try to contact Purolator but several phone calls to them have been pointless. Purolator won't even talk about it because even though the shipment is in their hands, it's a UPS shipment. So I have to talk to them. It's been a frustrating couple of days with trying to figure out when my shipment might arrive (the arrival date provided by UPS and Apple has come and gone).

I talked to Apple and 24 hours after voicing my concerns, they are going to send out a replacement using Express shipping (presumably FedEx) and with any luck, I'll have my phone before the New Year.

Neither courier was especially helpful, nor did they go out of their way to help me. Both Apple representatives did and they at least appeared genuinely concerned in helping resolve my issue.

[vtec260]

Had staff lunch at Milestone at Southcentre location yesterday for about ten people. Orders came out quick and all drinks were refilled as needed. One person's steak was medium-well done when asked for medium-rare. Server asked how meal was and co-worker mentioned about the steak. She quickly offered to bring another one, but my co-worker declined. She took that meal off the bill without hesitation on the spot and apologized for the steak. I usually try to avoid chain type of restaurants, but I was impressed with the level of service and this server in particular at Milestones.