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As a customer, you know that you will get better customer service at Nordstrom than you will at Walmart. As business owners on the other side of the counter, we know what it takes to keep customers happy. Whether they were expecting the luxury or basic retail experience, however, there are some industries more prone to angry customers than others. If you work in these seven businesses, beware of customers losing their temper when things don’t go their way.
Wait times, special orders, and regular face-to-face check-ins with wait staff make restaurants the perfect breeding ground for angry customers to blow up when something does not go as planned.
We have all seen a customer give an earful to a server or manager in a restaurant. I have seen irate customers complain about inaccurate wait time estimates, long waits to get food, and incorrect meals. When a customer has a special order, they shouldn’t be surprised that it doesn’t come exactly right. But that doesn’t always stop them from making sure everyone in the restaurant knows how mad they are about their experience.
I mentioned Nordstrom in the introduction of this article as a company known for great customer service. There is a famous, though likely untrue, story that a Nordstrom once gave a refund for snow tires purchased from the location’s former tenant. Regardless of its origin, this story shows the lengths a company may be willing to go to in order to keep a customer happy. But not all companies operate to the same level of service.
Many department stores and other retailers have increasingly strict and unfriendly return policies. I have a few personal stories from retail stores that are so maddening I almost lost it.
- I was once accused of theft at a Best Buy that was completely unsubstantiated. When they threatened to take me to the back room and call the police, I threatened them with unlawful imprisonment and demanded they review their own security footage before pointing fingers at paying customers.
- A few months ago, I found a deal on a laptop for my wife at the website for Fry’s electronics stores. They didn’t have it in stock near me, so I drove over an hour to buy the laptop where it was in stock. In the hour I was in the car, Fry’s raised the price by hundreds of dollars while I was on the way over and would not honor the price on the web.
- I went to the Apple Store with my dead laptop just last week, which based on my research and speaking to a tech support representative on the phone indicated a dead logic board that needed to be replaced. There was no available appointment at the closest Apple Store to me (about an hour away in Santa Barbara) for four days, so I drove over for a walk-in. They quoted 4 and a half hour hours with no option to drop off the laptop for service. I Go to the full article.
Source:: Business 2 Community