I’m a very positive guy. So it|Therefore it saddens me that lots of of my customer service observations focus on bad examples and what not to do. Since I’d rather find and write about examples of fabulous customer service, it’s become my passion in life to work towards most people thinking that customer support generally speaking is fairly good (the contrary is now true). Then I’d see great customer service everywhere!
For those of you who don’t know or don’t live in a state blessed with el Pollo Loco menu with prices, they have the very best flame broiled chicken in the world. I’ve been enjoying it for nearly two decades.
However, their customer support varies wildly from store-to-store. Discover the wrong store and you might like to strangle a staff member or two. Some workers forget to grasp even the 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 house, but it’s worth venturing out of my method of getting good service. I even wrote the organization and told the district manager how great this store was, especially compared to other branches. Things was going great, they knew me there, and I loved eating their chicken. Unfortunately, I had an experience yesterday evening that has got me to reevaluate these positive feelings.
So, yesterday evening I needed some Pollo Loco chicken for lunch after a late movie. I called my favorite location, with all the best service in town, to put a takeout order. I bought through right after the phone rang for almost 2 minutes. A worker breathlessly answered the cell phone and then asked should 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 together with the telephone still ringing. I required to speak to the manager. He was on the register. I assumed they had just forgotten me, which had been not true. They had decided to not answer my call simply because they were busy. So they permit me to sit, and sit, and sit down on hold.
Since they knew me, I asked them should they could view the phone was on hold. Yup. Oooops. I told them it was me, which I had been on hold for almost 10 mins. What did the woman do? She walked to the phone and hung it. Not really a word of apology. After talking to the worker, I went to the conclusion in the line to wait patiently my consider talk to the manager. As I is in line, I was able to observe that the staff member as well as the manager were referring to the call, my wait, and the whole mess.
I get to the front from the line and the manager says for me, “Hello, how are you currently?” Seriously?! He already knew I had been upset, yet he didn’t make his first words “I am just so sorry for that mess.”
I told him the whole story, specifically the part about being hung up 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 understanding about 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 to me. He says she doesn’t speak English perfectly and so 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, here is the moral in the story. Once you screw up, just apologize. Then apologize again. Everyone. On a regular basis. Be responsible for annoying a great, el Pollo Loco menu prices. You screwed up. So does everyone. Just apologize then take action extra to make it right. In this instance, buy me some chicken, deliver a free of charge coupon, or something else to really make it right. Chicken and rice costs him a nickel. My business is worth about $1000 per year, minimum. Is saving that biz worth an apology along with a little chicken? Yes.