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I need to get something off my chest! I have been in the service industry, in one form or another, since I graduated college in 1993. My goal throughout the years has been to ALWAYS make the client happy, to make good on my word, to apologize for any wrongdoings and to create the best possible experience for someone.
In the past two days I have been shocked by the unbelievably poor service that I have received from two different vendors. Here are my stories - please let me know if you agree with my disappointment:
1. A sweet woman working at the nail salon in my town inadvertently drops my cell phone - it smashes to the ground. It is working but cracked! Recognizing that it was an accident, I pay for my service and even tip the pedicurist. The nail establishment offers to pay to fix my phone- how nice! (I thought) Verizon informs me immediately after that I need a new phone. I buy one and bring the receipt to the nail salon - they adhere to their word (at first) and cut me a check for the new phone. NEXT DAY- I get a call from "the owner" of E NAIL who informs me that they CANCELLED THE CHECK!!! He offers to fix the phone for me and suggests that I hand it over to him to do so. NOT! Am I crazy? YELL, YELL, and he agrees to issue me a new check for a MUCH LESSER amount (less than half!!) of the original check. Now I'm out $260 dollars (the difference in new phone cost and 2nd check). And, I have to find a NEW nail place!!
2. After agreeing to use a Kitchen Designer, I paid a visit to the showroom to finalize plans with a $500 deposit in hand. I gladly handed over my deposit for the time spent drafting the plans, knowing that it would go towards the overall project. Somewhere in the middle of our meeting I learned that Paramount Kitchens does not typically do INSET cabinets (which I stated I wanted from the get-go). And that, if I wanted INSET they were going to charge me an additional 8K! The wonderful designer, who came highly recommended, somehow had no recollection of the fact that I wanted INSET cabinets. In the end, I decided to go with a less expensive designer who does INSET, without the redick up-charge. Naturally, I called the first designer back to say THANK YOU for your time and for the designs but obviously there was a HUGE misunderstanding. I amicably asked for HALF of my deposit back, knowing full well she put a lot of time into the drawings. SHE SAID NO! A few words back and forth and she hung up saying, "I'll think about it!"
Am I crazy to higher expectations of these two companies? I am flabbergasted over these two, back-to-back, incidences! Would you be?
Bradi Nathan
Co-Founder
MyWorkButterfly.com
