So… last night, Lauren and I went out to dinner. Afterwards, we thought it’d be fun to hit up this cute little pie place down the street and split a slice. We didn’t have any dessert at the restaurant and we were hankering for something sweet.
We get in the front door and we’re waiting in line to take our order. And… we just sit in line. Doesn’t feel like it’s moving at all. We get up a little bit closer and the guy at the register is changing out the money, which is fine but he doesn’t acknowledge the people in line at all. He just goes about his business and is totally oblivious to the fact that we’ve been waiting in line for 10 minutes.
We order our slice and are getting excited by the smells of freshly baked pie wafting from the back of the store. We sit down at the bar by the counter and we wait… and we wait… and we wait some more.
At one point, the woman was like “Oh your slice will be up in just a few minutes.” They had just popped a bunch of slices in the warmer. Assumed, they were heating it up for us.
We wait a little bit longer. We both start getting really annoyed. Where the H is our pie? And we get the increasing feeling that they’re completely oblivious to the fact that we were still waiting for pie.
So, I mention it to the guy behind the counter. He doesn’t seem to do much. We wait another what seemed like 10 minutes. Still no pie. We mention it to someone else behind the counter. She takes action. We finally get pie.
By the end of the night, Lauren and I were happy to have gotten pie but annoyed that it took forever and even just more generally unhappy that the folks at the store didn’t seem to care about us at all.
Now, if they would have been packed, I would have been more forgiving but it was mostly empty.
So… what’s the moral of the story? You always need to be aware of what’s going on. Are you being perceptive to the situation around you? Is there someone who you could do a better job of serving?
There are always going to be ways to improve and there are always going to be problems that need to be solved but you don’t want to just let them fester. You want to address them as quick as possible so the customer know you care.
My experience at the pie shop was a total customer service failure. What are some customer experience failures that you’ve experienced?