Jane Heller

New York Times and USA Today Bestselling Author

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Total Frustration

June 17, 2011

Has anybody ever had a period of time when nothing went right?

I’m not talking about anything serious. Just the silly day-to-day stuff of life.

Like my manicure. I made an appointment for 4 0’clock yesterday. I got to the salon and discovered that Alice, my “nail technician,” was busy giving a neck massage to a small boy.

“You’ll be done in a few minutes, right?” I said.

“Yes,” she said, “but I’m doing a mani-pedi for another lady.”

“I have an appointment with you now,” I said.

She stopped what she was doing and pulled out her scheduling book, then shook her head. “Your name isn’t here.”

“I don’t care if it’s there or not,” I said, trying to keep my voice down. “I called and made an appointment. I spoke to you on the phone. Don’t you remember?”

She appeared to be in deep contemplation, then: “I remember, but your name isn’t here. Sorry.”

We went back and forth a few more times, but she was booked for the rest of the day so I went home.

The next culprit? Lululemon.

I had gone to their store the previous week to buy some yoga pants. I got two pair but they both needed to be hemmed. I was told they’d be ready yesterday. When I called to check, I got this response: “Oh. There’s been a mistake.”

“What kind of mistake?”

“You wanted us to keep the drawstring in the hems, right?”

“Right.”

“Well, they were removed by mistake. It’ll be another few days to re-do them. Sorry.”

That was my second person to say “sorry” in two days.

Which brings me to Ellie, the seamstress in town who was supposed to be taking in the pants I planned to wear Sunday afternoon when I speak on a panel at the Santa Barbara Writers Conference. She said they’d be ready to pick up today. When I got to her shop, the door was locked and the sign said “Closed.” I was fuming.

She didn’t say “sorry” because she wasn’t even there, but I’m sure she’ll say it on Monday when I show up and express my displeasure.

Is it really so hard to deliver decent customer service? Is it?

 

 

Filed Under: Fashion, Lifestyle, Mainly Jane Tagged With: customer service, frustration, Lululemon, Santa Barbara Writers Conference

Comments

  1. margaret says

    June 19, 2011 at 4:29 am

    The short answer – NO it isn’t that hard to deliver good customer service!!!!!!!!!!!!!
    It’s impossible to find it though. this is my number 1 rant these days.

    AFter being downsized within 6 months of one another my hubby and I started our own business.
    I do not share that I am his wife while working (people tell me things i’d never hear otherwise)
    I do hear daily as well as Rick does, that we were chosen because of our attention to customer service.
    When people refer us I hear that not only was the work great but our serive was outstanding.
    So it does go a long way. Why don’t people know that? And it doesn’t take any extra time or effort, it’s just the way to do business.

  2. Jane Heller says

    June 19, 2011 at 7:28 am

    First of all, kudos to you and your husband for picking yourselves up after being downsized and starting your own business, Peg. That takes courage! And thank you for caring about customer service and realizing how important it is. Yesterday I went shopping at Patagonia. Do you know their merchandise? Great outdoor clothing that I’ve been buying for years. Anyhow, the people who work there are so terrific. They not only know what they’re selling right down to which item is sized which way, but they’re pleasant and go out of their way to help. And here’s the kicker – they guarantee their products FOREVER. After many, many cycles in the washer/dryer over the years, the pull on the zipper of one of my fleece jackets broke off. I brought it back yesterday to find out if it could be fixed and they said, “We’ll just give you a new one.” I said, “But this one is ten years old.” Didn’t matter. They swapped it for a new one anyway. Now that’s good customer service.

  3. mike fierman says

    June 21, 2011 at 10:06 pm

    you must promise us to find a new nail salon. that is just outrageous! i’m thinking how Tabitha would explode if she heard about this

  4. Jane Heller says

    June 22, 2011 at 6:11 am

    Don’t worry, Mike. I ditched that nail place and have a couple of replacements. The nerve of them!

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About Jane Heller

Jane Heller is a New York Times and USA Today bestselling author. Her fourteen breezy, witty novels of romantic comedy and suspense are now entertaining millions of readers around the world, along with her two books of nonfiction.

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