Let’s start with Starbucks.
So I haven’t used my Starbucks card lately and I load $25 onto the card, it doesn’t work so I do it again and again. Three times, no luck. I check my online bank and sure enough $25×3 is taken out of my account. So I look for a phone number to call as I am old school and you have to go online to the Starbucks app to find the number which is hidden under the help button and then hidden under contact us. I reach the recording and I have to enter the 16 digit code on my card but of course I am on my phone and can’t retrieve it that quickly. I call back and finally speak to a human being. She says she will look into it and rectify the situation. I ask her for a free gift for my trouble and she acquiesces and puts $10 on my card. Lesson – if you don’t ask you don’t get. Anyway it’s 2 days later and my card is still empty.
Think about this; I am a long term customer who spends $5 per day x 250 days = $1,250 lost. And that coupled with this blog and everyone I tell this story amounts to thousands of dollars.
Does customer service suck? You bet it does.
For more information on customer service seminars and one on one training, online at http://www.customerservicesucks.ca