Post # 1
I was wondering, after all these conversations about people who have a bad experience somewhere, like a restaurant or apartment or something along those lines, we always say to call the manager/GM/customer service line to complain or let the company know what happened? Is there anyone that works in customer service that can tell us what actually happens or if its even worth making a call? Is anything ever done?
Post # 3
It depends. I am a retail manager and it largely depends if I witness what happened. If I get a complain from a customer that verbally abused my employee or belittled my employee and they then come to complain to me, generally I do not follow up.
However if I do get a formal complaint (on the phone for example) I do sit down with the employee and go over what they have done wrong and let them know a customer has made a formal complaint against them.
For us, it is really hard to discipline employees when we haven’t seen the transgression ourselves. I can only inform them of what happened, unless I witnessed it myself. Then I take measures to correct it. Either a verbal or written warning.
As for the customer experience. I try to make it up but I am really am restricted in what I am allowed to do.
Post # 4
I’m a person who tends to call/write and complain when something is wrong. I am always nice about it but I do call (for the record I do also fill out comment cards when available talking about good service too!). Just last night we got take-out from max and ermas for dinner and when we got home we realized that they had screwed up both of our dinners. Obviously we were not driving back at that point so I called and spoke to a manager and explained the problem, and he is sending us out a giftcard he said. The last time this happened (we get take-out from max and ermas a lot lol) was about a year or so ago when they quoted us 20 minutes to pick up our dinner then it ended up taking like almost an hour to actually get it. I called later to complain about our wait and the manager took the amount off our cc, then sent us three $25 gift cards.
We also had a really bad experience at the hotel that we had room blocks in for our wedding. Several of our guests had bad things happen and I wrote an email to the room block coordinator letting her know of all of the (many) problems that happened. She comp’d my grandma’s room, our room, all our parking, and the food we’d ordered.
So I’d say yes— very worth it to call and (nicely) complain if you have a valid problem with service.