I’m a very positive guy. So it|Therefore it saddens me that many of my customer care observations give attention to bad examples and what not to do. Since I’d rather find and talk about types of fabulous customer service, it’s become my passion in life to work towards a lot of people thinking that customer support generally speaking is fairly good (the opposite is now true). Then I’d see great customer care all over the place!
For those who don’t know or don’t live in a state blessed with el Pollo Loco catering menu, they have the very best flame broiled chicken in the world. I’ve been enjoying it for almost twenty years.
However, their customer support varies wildly from store-to-store. Discover the wrong store and you might like to strangle a worker or two. Some workers neglect to grasp even most rudimentary customer service principles.
And after years of searching, I finally found my personal favorite el Pollo Loco franchise. It’s a little farther from my home, but it’s worth venturing out of my way of getting good service. I even wrote the organization and told the district manager how great this store was, especially when compared with other branches. Things had been going great, they knew me there, and that i loved eating their chicken. Unfortunately, I needed an event yesterday which has got me to reevaluate these positive feelings.
So, yesterday I needed some Pollo Loco chicken for dinner following a late movie. I called the best location, using the best service in town, to set a takeout order. I purchased through following the phone rang for nearly 2 minutes. An employee breathlessly answered the cell phone then asked if I could hold. “Sure!” I responded. Then, I waited, and waited, and waited.
I drove 8 miles in LA traffic, arrived at the store, and walked along with the telephone still ringing. I asked to talk to the manager. He was on the register. I assumed they had just forgotten me, which had been not true. They had decided never to answer my call since they were busy. So they allow me to sit, and sit, and take a seat on hold.
Given that they knew me, I asked them should they could view the phone was on hold. Yup. Oooops. I told them it absolutely was me, which I was on hold for nearly 10 minutes. What did the woman do? She walked up to the phone and hung it. Not a word of apology. After talking to the employee, I went to the conclusion from the line to wait my choose speak with the manager. While I was in line, I could see that the worker and the manager were talking about the phone call, my wait, as well as the whole mess.
I reach the front of the line as well as the manager says to me, “Hello, how are you?” Seriously?! He already knew I was upset, yet he didn’t make his first words “I am just so sorry for that mess.”
I told him the entire story, specifically the part about being hung on without having a word of apology. He turns to the individual who hung on me, says something, and she comes over and apologizes. He gives me some lame excuses about not knowing regarding the call, blah, blah, blah. It never occurs to him to apologize, he just denies responsibility for that actions of his troops.
I ask the manager why his employee waited to apologize until he told her to. And, it gets ugly. He lies for me. He says she doesn’t speak English very well and thus she didn’t say anything. Which doesn’t seem sensible, she did a bbquiq job talking to me and apologizing once he’d told her to.
Sorry to express, I had been angry and left without my chicken and my appetite.
Now, this is actually the moral from the story. Once you screw up, just apologize. Then apologize again. Everyone. On a regular basis. Take responsibility for annoying a great, el pollo loco menu with prices 2020. You screwed up. So does everyone. Just apologize and after that do something extra making it right. In this instance, buy me some chicken, produce a free of charge coupon, or something else to make it right. Chicken and rice costs him a nickel. My business is worth about $1000 annually, minimum. Is saving that biz worth an apology and a little chicken? Yes.