I guess the bad economy affects every business differently, but in general, I would think that most businesses would really value my patronage these days. Apparently, I would think wrong. Some businesses seem perfectly content to give bad service, even in bad times.
The most obvious example--and the most surprising to me--is the number of home/lawn contractors whom I contact who can't be bothered to call me back or respond to my email. I'll send an email or leave a voicemail saying, "Hi, I've got some bathroom remodeling I need done...", etc., and then--I never hear anything back. This happens about one-third of the time.
Bad service.
Now consider a good service example. I coordinate Stanford football watching parties here in Dallas. It can be a pain in the butt to find a location that's willing to put our game on, with sound. Why? We're a small group that's not going to spend a ton of money, we're from a small school so no one else cares about our game, there are always three or four competing games or events on TV that people DO care about, etc. Basically, if you're coordinating the Michigan or UT-Austin watch parties, the sports bars call you. Not so with Stanford.
But, earlier this week, someone did call me. Her name is Jenna. She works at a bar called Fox and Hound, and she wanted me to know that she could host the Stanford group this weekend and put our game on with sound. Nice! That means I don't have to drive and call all over town trying to find a venue.
Good service.
A couple of days later, Jenna called me back and said that she was terribly sorry, but because the Rangers were also going to be playing on Saturday night--something no one knew when she first contacted me--she couldn't have our game on with sound. BUT, she said, she could promise us a big screen TV, and would give us free wings and pizza for our trouble. And, she said, she would give us the same deal on food the next weekend.
Good service.
Now, let's flip back to some bad service. Before I committed to Jenna, I checked with another bar in town--a place where our group has watched four or five games. I asked the manager if they might be able to give us our game, with sound, this Saturday. "No," she said. "We're headquarters for the Texas/OU game, so that's going to take up the whole place." I said, "But the Texas/OU game is early in the afternoon. It should be done by the time ours comes on at 6:30." Manager: "Yeah, but the Texas and OU people have stuff the whole weekend--before, during, and after their game. So, that won't work." Me: "Well, then, Im glad I have a Plan B." Manager: "That's good."
Bad service.
How could she have done better? Like this: "We'd love to have you guys, but we've got Texas/OU stuff going on all weekend. I hate to turn you away, and pretty much any other weekend would be great, but the Texas and OU alums do a big, weekend-long thing here every year for this game. Anyway, if there are any Texas or OU fans in your group, this is a really fun place to watch that game, so we hope you'll come here for that, at least. And as long as you're here, do you know where you're going to watch the Stanford game a week from Saturday? I can check the calendar while you're here, and if it works for you, we can set aside some tables and TV screens right now."
That would be good service.
Comments