Boy, for an area that relies so heavily on the tourism and hospitality industries, I sure do run across a lot of crappy customer service here in Tampa Bay. Let me cite three very recent examples.
1. BOSTON MARKET (Carrollwood) – Earlier this week, I was behind an elderly lady in line who ordered her meal and also wanted a salad to go along with it. The server said she had a choice between Caesar and Market Chopped. The lady was confused. “I just want a regular salad”. Again, she was presented with the choices of Caesar or Market Chopped. “Is one of those like a small dinner salad?” “Well, one is a Caesar salad and the other is our Market Chopped salad.” Now the lady was very confused and I can’t say that I blame her in the least. She was getting replies but no answers. What the hell is a market chopped salad anyway? What does that even mean, ‘market chopped’?
Now I know that people who work at places like Boston Market are conditioned to speak only in the approved corporate jargon at all times and that if some jamoke in an office building somewhere decrees that what the rest of the universe knows as a standard, garden variety, garden salad shall henceforth be referred to as Market Chopped, then by God, so shall it be. But that shouldn’t overrule common sense to the point that it prohibits serving the customer or even communicating with them. It was pretty obvious the lady just wanted some lettuce, a couple of cherry tomatoes and maybe some cucumber slices and carrot shavings. The server could have very easily just made that happen, instead of engaging in a verbal tug of war of semantics with someone who just wanted a freakin’ salad with her dinner, for cryin’ out loud. It’s because of things like this that the diner scene in ‘Five Easy Pieces’ should be required viewing for everyone in the service industry.
2. THE RINGLING MUSEUM (Sarasota) – We bought tickets last Sunday at 3:30PM, knowing full well that the museum would be closing at 5:00PM. I guess it was nice of the lady reluctantly selling us the tickets to point out that we probably wouldn’t be able to see everything but it got annoying when several of the volunteer ushers we came across insisted on driving that point home to us repeatedly, thereby ruining what little time we did have to view the exhibits. At 4:30, one was actually following us and turning off lights behind us. If that wasn’t bad enough, at one point I happened to make eye contact with him and in an effort to be friendly said “How ya doin’?”, he replied “Good night”. Real nice.
Museums, performing arts centers and such rely heavily on volunteers in order to keep costs down which helps to provide high quality programming and exhibits. The problem is the handful of these people who have bad attitudes, no people skills and false senses of entitlement who seem to find their way into these positions. I guess I just don’t understand why anybody would do a job for free if they didn’t have a genuine passion for it. I know that if I were so into art, or whatever, that I went out of my way to work at some place for no money, I’d be thrilled to see people who shared that interest and I’d go out of my way to engage them. That’s one exhibit we definitely didn’t see.
3. RACETRAC GAS STATION (Gunn Highway) – I bought an Arizona Iced tea at this gas station. It came to $1.06. I gave the cashier two one dollar bills. He said “you don’t have the six cents?” and I said “Nope, I have no coins”. “Well you should carry coins”, he replied with disgust. I’ve had cashiers ask for exact change before and if I have it, I’ll use it. If not, I don’t. But this was the first time I’d ever actually been chided for not carrying three quarters, two dimes, a nickel and four pennies with me in the event that I might have to come up with any possible combination of change from a dollar for the benefit of a clerk with a cash register full of money in front of him. I reminded him that I had two dollars, more than enough to pay for the item. He said “Don’t worry about it” sneering, as though he were graciously doing me some kind of favor. If there had been more than one cashier on duty and nobody in line behind me, I would have made an issue out of it right then and there and insisted that he take my two dollar bills and give me the 94 cents change. I didn’t but I kind of regret that now. I’m all about picking my battles and usually don’t make a big deal out of things like this but I think it might have been satisfying to make a small mountain out of this particular mole hill. Instead, I just won’t go there anymore, which is the customer’s ultimate weapon anyway.
(Cross posted at Ridiculously inconsitent trickle of consciousness)
voxy
2 years ago
it’s part of the plan. When we would go to our usual haunts the ‘new people’ would be very rude to us. We were kinda shocked but kinda scooched over and made room for them. They don’t want you there. Prop lives. Walmart is not for consumer goods and no one is making money off what they pretend to be selling. AND, they don’t want you there. It’s tough for nicely-mannered folks. But, that’s tampa now — welcome to the land grab of the century.
wifey
2 years ago
I agree with your story. I have not been to a fast food restraunt in months for this reason alone. I have started commenting back, at a grocery store if the clerk does not tell me the total, I just stare at them…then they will sneer or look confused. I then say how much and how is your day going since they have not spoken a word to me at this point. It is hard I understand the salary argument but darn it I want a hello with a smile, that is all! I workd at Circle K, McDonalds and on a lunch truck, I was nice, I needed the money!
James
2 years ago
Re: Racetrac moron
Don’t get annoyed, just get nasty. A curt “I don’t need to carry pennies – I have a real job” usually does the trick.
Mr. Bill
2 years ago
Unfortunately you have asked these people to “think”. Seems to be a very tough thing for people to do anymore. Have a look at our publicly elected officials. Said enough ?
Justin
2 years ago
Its all George W. Bush’s fault that people have poor customer service. Seriously, it begins and ends with respect, if parents, guardians or whoever raises the child doesn’t demand respect, the child will not give it to the parent or anyone else.
Junior
2 years ago
I have my own view of these stories.1.Boston Market-could not the waiter have shown her what the two salads looked like so she would not be mystified by the two different salads.Remember this is not a 4 or5 star restaurant. 2.I have never been to that museum,but I have been to many others like the Norman Rockwell in the Berkshires it was lovely-but since I know a lot about Rockwell-especially his coke covers on the back of National Geographicals starting in 1937-my favorite was Do not trump your partners ace,which as a novice bridge player did, and the covers of the Saturday Evening Post,I collected 1932 through 1937,anyways when ever we asked her questions which were not part of her presentation she could not answer them. In my younger days I did quite afew paid jobs for the volunteers that were sick etc. and I loved doing it,I even got paid for seating people in a large auditorium in Miami to watch a Julia Andrews concert,and was allowed to stay and watch a magnificant performance. I will say that I have done volunteer work since I was 21,mostly with mentally retarded children from 15 to 65. If I had been payed I would not enjoyed the smiles,the hugs,and the parents gratitude for loving their children. I will tell you about my most unfavorite store-guess-your right it is Walmart-you see I am in a wheelchair,no one knows where anything is,there is no assistance,all the low prices are on the top shelf where I can not reach it,the more expensive items are right at my finger tips,I have to ask strangers for help. 3. As far as RACETRAC-I will say just one thing since I have not driven in 10 years-you are lucky the cashier did not ask you to leave a donation in the big bottle near the register.
george
2 years ago
Maybe Boston Market’s new stategy is to bring that good old Northern Yankee mind-set to its menu to add more to it’s charm :-.D (thats the new Cindy Crawford smiley face!)
dreaming
2 years ago
you have to remember that a lot of these people need it, but cant afford to be properly medicated, let alone diagnosed.
jason
2 years ago
As whiny as this post sounds (I mean I have no idea what a Market Chopped salad is either but I could figure it out from the context or just ask, ‘what is in that’). I do love the bit about the Ringling volunteers . My girlfriend and I went to the truly lame Mote aquarium a few months back. We rarely get any reaction as an interracial couple here in Tampa but the ticket salesperson took a few seconds to understand that, yes I wanted to buy two tickets and one was for her. She wasn’t standing next to me for no reason. We noticed more than a few looks from the other volunteers inside. I don’t mind it, they appear to have not had many experiences with couples like us and I like to think they were just surprised by it. They were very polite and helpful otherwise. I won’t go back to Mote of course, but that has to do with it just being an awful aquarium rather than the volunteer staff.
Tina
2 years ago
I’ve had so many bad experiences at fast food restaurants, notably Steak & Shake and Wendys. Not because they were rude, but because my order is either wrong or undercooked. However, I was shocked to be treated very poorly at the Chick Fil A on Fowler a couple of weeks ago. They forgot the chicken for my chicken salad. When I realised this upon my return to the office, I called them, politely explained that they had forgotten my chicken, and told them I would be driving out to come and get it. When I got there they seemed reluctant to give me my chicken, then when I asked for a coupon or something for my trouble, the manager huffed and puffed even more, and handed me two coupons. When I looked at them more closely, I discovered that one of them was for a Chick Fil A in Orlando, and absolutely useless to me. When I told my husband about my experience, he asked me if I had told the manager about it. I laughed and said that it was the manager that did it! Shouldn’t these managers be setting a better example to their staff? We reported it to corporate Chick Fil A, got a phone call back, but haven’t heard anything else. I won’t be going to the Chick Fil A on Fowler anymore, and neither will many from my office.
jason
2 years ago
These places don’t have to be good, they make their money through price and convenience.
gar
2 years ago
RE: Comment 5. Jason I don’t see how you can blame one person for poor customer service. What does Bush have to do with the Chopped Salad at Boston Market? Is he the manager there and I missed the news? Or are you saying he is raised all the kids working in fast food? The first and second parts of your comment do not connect. Did you leave something out?
gar
2 years ago
Sorry I meant Justin on my last comment.
dreaming
2 years ago
youd think that a fast food joint that is on the god squad like chickfila – closed sundays bec owners are jesus freaks – would have better managers.
Michelle
2 years ago
Clark, I agree with you whole heartedly that Customer Service in America is a fleeting notion. Many people here made very valid points, too. I think # 11 Jason hit it on the head. Consumers are taken for granted because MegaBusiness “knows” you will come back due to their low, low prices. I for one, stand my ground. I am a small business owner and I bend over backwards for my clients. Not because I have to, because I want to. I want to re-establish quality and service. I walked out of a Publix (N Nebraska/ Seminole Heights) yesterday because I couldn’t get anyone at the Deli counter to slice the lunch meat I had already requested. Yes, I had already placed my order. But there were chickens to bag (note, they were laying on a cooling table.)There were also five people behind the counter. One was standing around staring aimlessly, one (the guy I gave my order to) was bagging chickens, the other making a sub, and the other was bagging fried chicken. After staning there for 2 minutes (I timed it), the girl staring aimlessly asked if she could help me. I said “Yes, you can tell that guy bagging chickens, I said forget my order.” I placed the bread and wine I had in my arms on the deli counter and walked out. I make it a point to tell managers and owners how I feel. I would want someone to tell me, so in an effort to maintian good business karma, I tell them exactly what I think. Because there are to many places to list with bad service. I have listed a few places with incredible service:
Publix (Hillsborough Ave by Armenia)
Merino’s Deli (N Florida Ave/Sem Heights)
Ybor Pizza & Subs (N Nebraska Ave/Sem Heights)
Daily Eats (S Howard on the drag)
Blockbuster(Armenia Ave & Hillsborough)
Mr. Bill
2 years ago
OK, I confess, sometimes I am starving and in a rush and do a cheap burger joint. McDonalds suckered me in twice this week with their sweet iced tea for a $1. Neither time has their been any. And my double cheeseburgers were singles. Having lunch at 3 is bad enough, but when they don’t bother to do it right, sheesh.
Karen
2 years ago
I actually work for RaceTrac at their Store Support Center in Atlanta and would love have someone contact you regarding this experience. How can we contact you?
voxy
2 years ago
oh geez, karen. just go get the videotape, view it and beat the employee. Why make it the customer’s responsibility??? Racetrac should know how to fix this ….
Karen
2 years ago
I wasn’t trying to make it the customer’s responsibility, I was simply going to send clark_brooks a few coupons in hopes he would return to RaceTrac and to apologize for his less than plesant experience. RaceTrac will address the issue, but we wanted to try to make it up to the customer.
Tina
2 years ago
I will say I think it’s unusual to run into poor service in Publix. Normally they are a shining example of what customer service *should* be like – at least in my experience.
gar
2 years ago
Vox what’s your deal? I have been reading your comments for awhile now and you seem to be upset about everything, but never offer a viable solution. Karen appears to be making a genuine attempt to promote good customer service and you tear her down for it. I would say she is making a decent effort to “fix this” but you are not giving her a chance. Does anybody out there understand Vox? If you do, could translate for me.
Junior
2 years ago
What happened to the customer’s always right. What happened to the usher who use to have a small flashlight and showed us to our seats at the movies/ What happened to the elevator man who took us to our destination floor in the Otis elevator/What happened to the sales ladies who picked out dresses and helped zip them up for you,and told you that one is perfect for you/What happened to free dress altering,the three way mirror so you could see every angle of your dress/What happened tothe butcher who cut the meat exactly as you desired,even double ground the chuck roast for your pleasure/Our country lost its ethics, equality, and virtue when the poor little lamb chops served in restaurants lost their panties and the garnish that goes with it.
Karla
2 years ago
Amen to your criticism of the Boston Mkt in Carrollwood. On a visit not too long ago, the soda machine malfunctioned and sprayed soda all over me. When I informed the ditz behind the counter she actually laughed! No apology or anything. I told her I didn’t think it was particularly funny and she shut up. Stupid restaurant. I only went there in the first place because it’s near Mom’s nursing home and she needs a soft-food menu. But never again!
Michelle
2 years ago
Tina, don’t go to the Publix at N Nebraska Ave then. However, I highly recommend the Publix on Hillsborough (near Armenia). I own a Personal Chef Service and must go to grocery stores twice daily. I’ve been everywhere from Wild Oats to WalMart Marketplace.
I think the business owners need to invest more in thier employees. Highering surly teenagers with “just enough training” just because they are cheap is the root cause. Although, Publix hires many school age kids and I have found everyone of them to be very helpful. I’ll never forget a stock boy running all over the store to find me Saffron. He finally said ‘Ma’am, what is Saffron?” It was very cute.
http://www.cooksncompany.com
Michelle
2 years ago
excuse me….hiring. It’s been a long day folks.
WP
2 years ago
A few comments have pointed this out in various ways, but it all boils down to we get what we’re willing to pay for. On an individual basis, the customer may not always be right, but as a group, we’ve accepted poor service and the whims of industrie to save a few pennies. It can be witnessed in nearly every sector of commerce from airlines to grocers to the crappy and dangerous imports from Asia. We get what we deserve, because we refuse to demand better with our wallets. Until people refuse to enter Wal-marts, until they cross the street to save 10 cents a gallon on gasoline, until they pay a few bucks more for an plane ride that treats you like a customer or even a human, rather than cattle, complaints such as this blog post will be more common, despite it’s futility. Support your small businesses, spend a few bucks to be treated well and together we might reverse the trend.
Teri
2 years ago
Wow, didn’t know a site like this existed. It’s comforting to know that so many people out there are in awe by the rudeness, imcompetence and lack of customer service that exist in today’s society.
Must share an “UNBELIEVEABLE” experience I had about 3 weeks ago while soliciting the Drive-Thru at Wendy’s at the intersection of Hillsborough and Himes Avenues. Upon placing my order and receiving it, I noticed the my fries were cold and asked the cashier if she could please give me a new one, she turned over to the “Manager, Mary” which snatched the fries, literally, from the cashier’s hand, walked away and after 3-5 minutes returned with the same container of fries that I had returned. Well, at this point I was a bit distraught by the fact that she was not only insulting my intelligence, but wasting my time, So I stated that I was not satisfied and requested my refund. Well, that just seem to really set “Mary” off, I handed over the bag to her and once again, she proceeded by snatching the bag and stated that “she would give me my refund all right”. As she re-approached the window w/the refund, she demanded the drink, then I turned around and reached to her and handed over the drink, which somehow barely made it through the window (I was a bit out of reach) and the drink fell over, she quickly picked it up and proceeded to THROW THE REFUND INTO MY WINDOW, HITTING ME IN THE FACE AND FALLING ON THE FLOOR, I was aghast with disbelief, when I looked over at her she continued her rampage and threw the rest of the drink (about 3/4 still full) into my window, which wet my exterior, entire dash board, leather front seats, blouse and reached the back seating area of my car. If this wasn’t bad enough, my 5 year old son was sitting in the back seat witnessing all this and yelled, “Mommy, why did that lady throw that drink on you?” I had to answer him by saying she wasn’t feeling well, to which his response was, “Well Mommy, I think she needs a long time out.” When I got home and told my husband what happened, He immediately called the District Mgr., and was told that he would have to investigate. 1 hour later, he returned our call and stated that he was told a different story and had 5 witnesses to back it up and all he could do was apologive for this MISUNDERSTANDING!!! Excuse me, calling this a MISUNDERSTANDING is an gross MISUNDERSTATMENT AND IMPROPER ADJECTIVE of the incident. We stongly suggested that he review video tape from today, so that he could see exactly what had transpired. He then stated that there were NO video cameras at this location. At this point I really felt strongly violated at both ends and quickly considered my options, possibly filing an Assault Complaint with TPD because essentially this is what happended. Two days later, we contacted the Corporate Store, which is franchized to BBB Corporation –not affilated with Wendy’s International one bit. He apologized for the incident and offered a $100.00 check to cover detailing our car. He stated the Employee would be reprimanded and monitered closely. In my opinion that person is a “Loose Cannon” and should be dismissed, I believe if she had a weapon in her hands, she would have used it. Please do NOT Solicit or Frequent this Establishment, for their Customer Service Skills do NOT MERIT/NOR benefit Customers. While their Management practices leave a lot to be desired.