I’m a very positive guy. So it|Therefore it saddens me that many of my customer support observations focus on bad examples and what not to do. Since I’d rather find and write about examples of fabulous customer care, it’s become my passion in life to work towards many people believing that customer service generally is pretty good (the opposite is now true). Then I’d see great customer care everywhere!
For people who don’t know or don’t live in a state blessed with pollo loco menu, they have the best flame broiled chicken on the planet. I’ve been enjoying it for almost two decades.
However, their customer care varies wildly from store-to-store. Get the wrong store and you might like to strangle a staff member or two. Some workers neglect to grasp even most rudimentary customer support principles.
And after many years of searching, I finally found the best el Pollo Loco franchise. It’s a little farther from my home, but it’s worth venturing out of my way to get good service. I even wrote the business and told the district manager how great this store was, especially in comparison to other branches. Things was going great, they knew me there, and that i loved eating their chicken. Unfortunately, I had an experience yesterday which has helped me reevaluate these positive feelings.
So, last night I wanted some Pollo Loco chicken for dinner following a late movie. I called my personal favorite location, with all the best service in town, to place a takeout order. I bought through right after the phone rang for nearly 2 minutes. A worker breathlessly answered the phone and then asked basically if i could hold. “Sure!” I responded. Then, I waited, and waited, and waited.
I drove 8 miles in LA traffic, arrived at the shop, and walked together with the phone still ringing. I motivated to speak with the manager. He was on the register. I assumed they had just forgotten me, which had been not true. They had decided never to answer my call since they were busy. So they let me sit, and sit, and sit on hold.
Because they knew me, I asked them when they could begin to see the phone was on hold. Yup. Oooops. I told them it was me, and that I had been on hold for nearly 10 minutes. What did the girl do? She walked up to the cell phone and hung it up. Not just a word of apology. After talking to the staff member, I went to the conclusion in the line to hold back my consider speak to the manager. As I was in line, I could notice that the worker and the manager were talking about the phone call, my wait, and the whole mess.
I get to the front from the line and also the manager says in my opinion, “Hello, how are you currently?” Seriously?! He already knew I used to be upset, yet he didn’t make his first words “I am just so sorry for the mess.”
I told him the entire story, specifically the part about being hung up on without having a word of apology. He turns to the person who hung high on me, says something, and she comes over and apologizes. He gives me some lame excuses about not understanding about the call, blah, blah, blah. It never occurs to him to apologize, he just denies responsibility for that actions of his troops.
I ask the manager why his employee waited to apologize until he told her to. And, then it gets ugly. He lies to me. He says she doesn’t speak English perfectly and thus she didn’t say anything. Which doesn’t make sense, she did a bbquiq job speaking with me and apologizing once he’d told her to.
Sorry to express, I was angry and left without my chicken and my appetite.
Now, this is actually the moral from the story. Whenever you screw up, just apologize. Then apologize again. Everyone. On a regular basis. Take responsibility for annoying an excellent, el Pollo Loco menu prices. You screwed up. So does everyone. Just apologize then make a move extra to really make it right. In cases like this, buy me some chicken, produce a totally free coupon, or anything else making it right. Chicken and rice costs him a nickel. My business may be worth about $1000 per year, minimum. Is saving that biz worth an apology along with a little chicken? Yes.