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 samples of fabulous customer support, it’s become my passion in life to work towards most people thinking that customer care generally is fairly good (the contrary is now true). Then I’d see great customer service all over the place!
For those who don’t know or don’t live in a state blessed with el Pollo Loco restaurant, they have the very best flame broiled chicken on the planet. I’ve been enjoying it for pretty much two decades.
However, their customer service varies wildly from store-to-store. Find the wrong store and you may want to strangle a staff member 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 just a little farther away from my home, but it’s worth heading out of my way of getting good service. I even wrote the business 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 i also loved eating their chicken. Unfortunately, I needed an experience last night which has made me reevaluate these positive feelings.
So, yesterday I wanted some Pollo Loco chicken for lunch following a late movie. I called my favorite location, with all the best service in the city, to put a takeout order. I got through following the phone rang for nearly 2 minutes. A staff member breathlessly answered the phone and 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 cell phone still ringing. I required to talk to the manager. He was on the register. I assumed that they had just forgotten me, that was not true. That they had decided never to answer my call since they were busy. So that they allow me to sit, and sit, and sit down on hold.
Because they knew me, I asked them should they could see the phone was on hold. Yup. Oooops. I told them it was me, and that I was on hold for nearly 10 minutes. What did the lady do? She walked up to the cell phone and hung it. Not really a word of apology. After talking to the worker, I went along to the conclusion from the line to wait my turn to talk to the manager. As I is at line, I was able to observe that the worker and also the manager were speaking about the call, my wait, as well as the whole mess.
I reach the front in the line and the manager says in my opinion, “Hello, how have you been?” Seriously?! He already knew I had been upset, yet he didn’t make his first words “I am so sorry for your mess.”
I told him the complete story, specifically the part about being hung on with no word of apology. He turns to the one who hung high 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 your 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 to me. He says she doesn’t speak English adequately therefore she didn’t say anything. Which doesn’t sound right, she did a bbquiq job speaking with me and apologizing once he’d told her to.
Sorry to say, I used to be angry and left without my chicken and my appetite.
Now, here is the moral in the story. Whenever you screw up, just apologize. Then apologize again. Everyone. All the time. Be responsible for annoying a fantastic, el pollo loco menu with prices 2020. You screwed up. So does everyone. Just apologize then take action extra to make it right. In this instance, buy me some chicken, produce a free of charge coupon, or anything else making it right. Chicken and rice costs him a nickel. My company may be worth about $1000 a year, minimum. Is saving that biz worth an apology along with a little chicken? Yes.