If you read my blog regularly you know that I experienced a customer service nightmare a few weeks ago. You can read about it here. However, I failed to mention that unlike most unsatisfied customers I don’t just refuse to patron a business…I follow up with a phone call.
Yep. I’m that person.
I called the “Tell Us About Your Experience” number on my receipt and spoke to a customer service representative. She didn’t seem too concern, but was apologetic nonetheless and offered to have the general manager of that store to give me a call. I agreed.
I know it’s only ice cream, but I still felt the need to vent.
Later that evening, to my surprise I must add, I received a phone call from Melissa, the General Manager. Based on my recent encounters with Steak Shakeans I didn’t expect anyone to follow-up. Melissa was very pleasant, listened attentively and seemed genuinely concerned about my experience. She didn’t make excuses for her team and stated that she plans to use my incident as a coaching and training opportunity.
I explained that the manager on duty extended me a store credit and I had no intentions on redeeming it. They had officially made my “I’m never going there again.” hit list. After apologizing profusely, she expressed how she didn’t want this occurrence to sour me on all Steak ‘n Shake establishments and offered to send me a gift card in the value of my original purchase which could be used at any Steak ‘n Shake.
By the end of the phone call, Melissa made me feel as though she and Steak ‘n Shake truly appreciated me as a customer. I provided her with my information and was told that I would receive my gift card in a few days. I wasn’t holding my breath, but I was at least satisfied to speak to someone who understood that it’s cheaper to keep a customer.
A few weeks passed and I swear that became the running joke in my house.
“Are you going to redeem your credit?”
No and No.
Well, lo and behold, guess what came in the mail on Friday?
The gift card is 1000% better than my store credit, which I would have had to ask for by name. I’m not in the habit of placing “special orders” at a restaurant if you know what I mean.
I’m Just Sayin’…(Damn!)
Let me know : D