The Children's Place

This post is not about personal customer service... more that of the company on the whole. I had gone in on January 9th and bought quite an abundance of stuff for my girls. All of it was on sale... fairly good prices. I felt pretty good about it. 7 days later, one week to the day, I am browsing the mall and my sister-in-law says "Let's go into the Children's Place. They have a $5.99 sale" so we head in. Everything I bought the week before for $9.99, $19.99 was all on sale for $5.99. So I approached the counter to get a price adjustment. I had my reciept in my purse and everything. Nope, no price adjustment possible they say. You have 14 days after purchase (which I was within) but the items cannot have been on sale. I was shocked! Utterly shocked. Every other store I shop at does not do it that way. I went home, and I made calls to other stores to confirm what I believed. Still shocked. How can they possibly not adjust the prices? So after dialoguing with other moms on Facebook in reaction to my status, I decide to call the manager and discuss. She says "you can come in and buy the same items, as long as we have them in the right size and color and then return them with the other receipt". I looked at the phone dumbfounded. I had of course thought of that but dismissed it as ridiculously involved and frankly a pain in the ass. So I discussed how I did not know the policy and would from now on and could we not work something out. We did. I got just over $77 back once all was said and done. And I will never forget their policy which is on the back of their receipt. But I still disagree with it.

Of all places to have bad service :(

We went to Walt Disney World at Christmas time and I have been there a scandalous amount of times (over 70!) and almost always receive exemplary service. Not this trip.

I stood at the concierge desk at our resort as several mistakes were made and then they suggested I go to another line up. I had to have a manager come over to deal with the many problems that had developed and she did fix them all but it was a 45 minute ordeal that my children had to wait around for and it was 45 minutes we were not enjoying our vacation in a park.

Another bad experience of the trip was with a monorail driver. My husband walks ahead of me and the kids. He doesn't do it intentionally. He has long legs and it happens. After 20 years of marriage, we are good with it. He tries to slow down, I try to speed up etc. But after a day of rides and walking, me and the kids were pooped. We were about to get on a monorail and the driver shut the gate after my hubby went past and was getting on. I said "We are with him" and she glared and snapped at me "You should keep your party together." I was astounded. Quite speechless actually. I contemplated telling her to keep her advice to herself, to tell her about the give and take of marriage, to tell her that I am a paying guest, ... ... .... but the truth is I could not say anything as I was speechless. So she opened the gate and me and the kids began to walk through and she shut the gate on the side of my foot. HARD!!!! It really hurt and bruised the hold side of my foot. Not a word of apology. Once we got to our resort, I asked to speak to a monorail supervisor there and was asked if I needed a paramedic repeatedly. I wanted to just go to our room. They told me someone would come to talk to me, and no one ever showed up.

The final kicker of the trip was one morning I got up before my hubby and the girls to go to Disney's Hollywood Studios. I wanted to get us Fast Passes for Toy Story. I left them to sleep in as we were out late at the Magic Kingdom the night before. I talked up the ride on the whole bus ride. I am a talker and told everyone on the bus they had to go right to Toy Story or they would miss out. I get to the Fast Pass machines and put in our park passes and only get one Fast Pass. Huh? A young blonde Disney Cast member comes over and I ask what is going on and she responds "If they are not here, no fast pass for them!" very snappily. It reminded me of the Soup Nazi episode of Seinfeld. I had had no idea. I had never tried this before. I looked at her and explained I did not know that and I would have woken them up. "Well now you know" she snapped. A grey haired cast member approached and asked her why she was being so mean to me. "You know you can press a button and give her three fastpasses," he said to her. Two couples were behind me from the bus from the resort. A woman spoke up and said "give her the passes, she talked up the ride the whole way over here". With a very cranky expression, she gave me the passes, I thanked her profusely and said I would not forget that rule and you can bet I won't.

Recently... Mosaik Mastercard & Burger King

Hi everyone...

seems I have been doing tons of running around re: errands lately. I have been so frenetic... that my usual keen eye and ear for customer service has not been as acute as it usually is.

Last Friday, I was on the phone with Mastercard... as my number somehow had been stolen and used for "online poker"!!! (more on another of my blogs re: that) So we were getting geared up for a new card... and I had to blog about this guy who helped me... He told me his name was Wadjie... I may well be spelling that wrong and he was situated in London, Ontario. He was everything a customer service agent should be. Warm, personal, reassuring, interested... but not TOO interested... LOL... he asked a couple of questions about my weekend plans and then at the end of the call wished well with them, remembering what they were. He provided extra information but when I mentioned I knew it, he backed off... was amazing. So I told him that I blog about customer service and how exceptional he was.... and that I hope the call was recorded as he exemplifies the "right" way to be! He was delighted.

Wheras... on the opposite end of the spectrum... I was at the Burger King drive thru yesterday, for Karin as she loves it... and the girl at the window was looking and speaking as if she had had 7 million people before me and it was as if she was in a zombie state... when I asked for a tray as she tried to hand me two drinks and I had nowhere to put them... I believe she may have attempted to roll her eyes but did not quite make that either... due to the extreme comatose-ness of her manner... so when done, I stayed at the window... just for an extra minute or two. She did not notice. She continued her robot-like movements getting a drink for the next person behind me, a manager then joined her but neither were looking at me... so I said in a loud cheerful voice, "Thank-you so much! I hope you have a wonderful afternoon" and not in a sarcastic voice either. She turned slowly, and looked at me, really looked at me, and her mouth dropped, she seemed genuinely astonished. The manager turned and looked confused and looked at her for clarification and then I smiled and drove away.

Dollarama

I had to go to the Dollarama recently to pick up 45 5 x 7 frames AND 30 8 x 10's. So I don't have high expectations of dollarama staff ... really I don't. So I head to the frame aisle and begin to count out the frames. I have my 5 yr old with me... and she is not overly interested in helping. The frames are almost completely inaccessible as there are boxes filling the aisle blocking the frames. After much contortioning on my part as well as box hefting to and fro... I get the 5 x 7's done. whew! So now I am sort of perturbed... and my cart is full as well.... so I go looking for a warm body that is wearing a smock proclaiming their employment. I ask if someone can count the 45 in the cart and can someone come and assist me with the bigger frames as the aisle is full of boxes.... might as well have asked for the man in the moon to come and visit from the stunned faces I saw.... they kept saying... "such and such can do it", "no, such and such could" ... eventually someone came and helped but they resented it man.

The Disney Store in Dartmouth

In Dartmouth, Nova Scotia there is a Disney store in Mic Mac Mall. There is a wonderful manager named Ann. She is warm and personable and pleasant. She is also friendly and helpful.

There is a wonderful sales person named (I believe) is Donald. He is always friendly. You can describe anything or come up with any question and he is at the ready. You can suggest an age that you need to buy for or mention just an idea of a present and is ready to suggest ideas and knows the store like the back of his hand.

hats off to both Ann and Donald! they rock!

McDonald's + Fish Philosophy = A Shining Moment

McDonald's tends to give good customer service most of the time, I have experienced... of course
it is unsually through a window so how much could go wrong?

Anyhoo.... on one occassion, I recieved exemplary service, absolutely stellar, at McDonald's. And so... upon reflection... I thought I should share it with you.

At the organization I work at, we watch the Fish Philosophy video on a regular basis. I love it and think all organizations should not only watch but practice it. Customer service would be phenomenal if this were regularly a part of employee integration and training.

So I was in a drive-thru line up with my children in the back of the car... and I was behind cars as well as ahead of cars... obviously could not leave the line... when I get to the speaker to order (speaker / microphone). I have now realized that I have NO cash and my debit card is in my other jacket... could not believe it... my kids were stoked for Happy Meals and I had no way to pay. So I explain to the speaker box... "Hi there. I have don't have my debit card. I just realized it. And I have to drive thru as I am trapped between cars." And then...

a friendly voice asked "What would you like to drink?"... I thought she is not listening perhaps... I explained again, and she responded "Yes I understand but perhaps you would like a drink while waiting"... My mind was utterly baffled... is she suggesting McD's would give me and my kids free drinks while we sit here in embarassment? "uhhhh, sure" I say "I would like a coke and my kids would like fruitopia." "No problem" she says, "see you at the window in a moment or two".

I was in awe. What exceptional service! It was like a ray of heavenly light shone upon this particular location's golden arches and this goddess inside with the headset on was their to deliver perfection in service. Wow!

I whip out the cell phone and call hubby. I rapidly tell him how amazed I am and advise him to scamper out in the other vehicle down the road to the other McD's and get the sought after Happy Meals. I assure the children once we are through the line and get home, Daddy will have our meals waiting.

Once at the window, I receive a wonderful smile and our drinks. I tell the smiling lady that we have McDonald's en route for us. She smiles at that and says that she was glad to have helped. And I believe her.

After I get home and eat my meal... I could not stop thinking about it. I track down the phone number and call. I ask for the manager and explain the superb service I received, then I ask her if they watch the Fish Philosophy video there. She laughs, the service was from her, the manager, and yes they do watch it and practice it she says. We chat for a moment about our beliefs in customer service and then hang up both feeling pleased.

I use this example every time I discuss customer service or the Fish video. It was a shining moment in the experiences I have had as a consumer.

Unfortunately, she is no longer the manager there... and I have realized that it is not enough to have the video be shown and embraced on the part of an organization, it takes individual commitment to ensure its regular application.

Thank you very much. I will pass along your communication recommendation to our Front Office team. We certainly appreciate the valuable feedback you have offered us.

Please feel free to post our response on your blog.

Regards,
Robert


Hello,

Thanks so very much for responding. My family and I would love to try staying again at the Westin once renovations are done. I did not see the banner at all... but having read your letter and asking my husband, he says that he did see it, so I am sorry to have missed it. I did see renovations being done the other end of the hall of the floor I was on but I guess it would have been marvellous to have had the person checking me in, point the banner out to me and perhaps indicate to me that there might be issues in my room or within the hotel itself. I have many fond memories of the Westin years past so I look forward to seeing her re-furbished. I attended a prom there around and about 25 years ago and a wedding about 20 years ago so it should be great to seem some of her majesty return or be re-born anew.

Would you like me to post your response on my blog so others know that it was addressed?


Subject: RE: My stay in the Westin this past weekend

Hello,

Please allow me to introduce myself, my name is Robert MacNeill and I am the Manager of Six Sigma and Brand Standards at the Westin Nova Scotian. I am responding on behalf of Guido Kerpel who is currently unavailable. Firstly, please accept my apology for not responding to you earlier.

Thank you very much for taking the time to provide valuable feedback on your experience during your stay at our hotel this past weekend. We certainly appreciate all feedback, both positive and negative, that our guests provide in order to praise our associates and also continuously improve. I would also like to apologize to you and your family that your stay was not to your expectations. The phrase “this is how is should feel” is a Westin saying that basically tells our guests that we want you to leave our hotel more refreshed then when you arrived. I want you to know that we are certainly working toward this overall experience as we are in the midst of an $8 million complete room renovation which I would have thought one of our associates would have informed you about when you discussed your room challenges with them. We also have a large banner titled “Rebirth of a Classic” which is located beside the front desk where you took the picture of the mirror to go along with a renovation letter located at the front desk.

In response to your mechanical failings, our hotel is a 78 year grand dame built as one of the original railway hotels in Canada and along with this does come some physical limitations. I have followed up with our Engineering department to address the issues you mentioned to see where we can improve.

Your communication challenge is one that certainly surprised me and I apologize for this. We certainly strive for perfection and I cannot be sure of the complete situation but I do know that we had a very busy weekend with the AGM you attended and your adjustment appears to have fallen through the cracks. Again, I will follow up with that department to ensure future requests are immediately addressed. I am pleased to see that it was rectified in the end though.

Without delving too deep into our financial details, I do apologize that you feel the additional charges are unnecessary. We do offer complimentary internet access in our Business Center as well as free internet access with your laptop in our lobby area which our associates promote when asked.

I hope I have appropriately addressed your concerns with our hotel. Our room renovation will be complete in May and I would like to invite you back to our hotel for a complimentary night stay so we can show you how it really should feel! I hope you will provide us with this opportunity to show you our improvements and if you choose to return please contact me directly so I can ensure a great stay for you and your family.

Sincerest regards,
Robert


Hello

I stayed at your hotel this past weekend and have just blogged about it on my blog including some pictures and
wanted to make sure to share it directly with the hotel as well.

I would appreciate hearing back from you with regards to my experience.

Here is the link:

http://whereiscustomerservice.blogspot.com/