Happy Father’s Day … And an Example of Bad Customer Service

First, best wishes to all the dads out there!

As a parent of two myself, I can certainly attest to the many struggles and challenges that kids present, but the joy, fun and happiness they bring as well.

Now let's see if I get my Father's Day gift ... to be left alone! Ha Ha!!​

 

My Weekend Customer Service Experience

Just a quick note today about customer service ... specifically a horrific example of bad customer service!

This weekend I was out and about buying stuff from an estate sale and picking up some auction purchases for my Amazon FBA and eBay businesses. On my way home I decided to grab some lunch, so I pulled into Chick-fil-A.

I guess I haven't been there before at 1 p.m. on a Saturday, but the place was a mad house. Tons of people in line and cars circling the parking lot to find a spot. Good news for the Chick-fil-A, right!

So I decided to drive across the street to see if it'd be quicker to just go through McDonalds. Great, the line was short, so here I go.

My first inclination that it might not be a good experience was how long it took to actually make it to the menu board/loudspeaker to place my order. I wasn't thinking of looking at the time since I was only two cars back from the one currently ordering.

Wrong!

McDonalds Receipt

I place my order in the drive-thru at 1:14 p.m. (see the picture of the receipt). Want to guess how long the drive through took?

You know, drive throughs that supposedly are pretty quick!

15 minutes!

That's right... 15 minutes from the time I ordered until I got my food at the window. And to top it all off, they got my order wrong!!

If I could have gotten out of the line I would have, but it's one of those drive-through lanes that has a curb on both sides and no way to escape.

What Would You Do?

So here's my question for all you small business owners and entrepreneurs out there ... are you set up to avoid situations like this? Do you have systems in place to handle a rush or a large crowd if you have a physical location? Or server space and bandwidth for Internet traffic?

And in my case, what would -- or could -- you have done to get customers served faster?

I must admit that the appeal of McDonalds is not as great as it was when I was younger, but this experience has certainly left a bad taste in my mouth (ha ha, get the pun) about visiting this specific McDonalds location.

Oh, and I almost forgot ... on the receipt is the standard "go online and tell us about your visit" language. I never do, but thought, you know this time I will. But ...

The print on the receipt is so bad,that I can't even ​read survey code let alone the website to visit to vent. Talk about an epic fail.

So many lessons learned here for anyone in business ... and for me, the next time I'm hungry, it's Chick-fil-A!


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Jim Person is a full-time employee/part-time entrepreneur making his way in the world of Internet marketing. Keep in touch with his journey ... and learn somethings along the way. It should be a fun time!


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