Sam Carrara's Marketing Education » customer

Customer Service- Wendy’s 2

Sam — Sat, 09 Feb 2008 18:10:48 +0000

Well, I got a call back about my customer service experience at Wendy’s. You can see the initial experience here: http://www.samcarrara.com/marketing/customer-service-wendys/

Just a quick update on the call:
A girl from one of the local franchise owned offices called. Most owners/companies own a region or state of Wendy’s. First she asked if this was a good time to talk (great question to ask). Next she thanked me for letting them know what happened. We talked a little about what happened and then discussed about different sizes of chili for the combos. I said that I would expect to pay more for a large chili as opposed to a small chili.

She thanked me again for my time and customer service report. All in all she portrayed good customer service.

Customer Service Counts,
Sam Carrara

SC Marketing Education

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Customer Service- Wendy’s

Sam — Thu, 07 Feb 2008 05:47:19 +0000

When you go to a restaurant you expect a certain level of service. Usually this level of service is dictated by how much the total cost of the meal. When you think Olive Garden, the words that come to mind are Italian, pasta and good service. (Not forgetting to mention soup, salad and bread sticks.) They average about $15-20 per meal after drinks and other items, so not too expensive.

Going to Wendy’s, the words that come to mind are old fashioned hamburgers, Dave Thomas, quick food and now some weird guy with red pony tails. I loved going there as a kid and remember when you left your tray on the table and they cleaned up for you. Also the salad bar was a big item. Times do change, now you bus your own tray and salads are now individual containers. I understand all of this because it is cost efficient and they want to stay in business.

What my issue is… when companies or individuals in companies forget about what Customer Service is or better yet, don’t care! Here’s my real life example: I had lunch in Charleston, SC yesterday at a Wendy’s not far from The Citadel. I ordered a chicken sandwich and large* sized the combo replacing chili for fries (part of my trying to eat better). I asked specifically for a large chili, on my tray I got a small chili. I asked about it and the assistant manager that was filling the order just shrugged her shoulders like she didn’t care.

No sorry we misunderstood or anything else. Simply “I Don’t Care,” is what she said non-verbally. I don’t expect linen table clothes, candles or even sirloin steak. Just care about what you’re doing!

Learning Point: Good Customer Service-

At least fake that you care
Attempt to make it right
Look at this site for more points: http://sbinfocanada.about.com/od/customerservice/a/custservrules.htm

Customer Service is Important,
Sam Carrara

* not super sized, they were across the street

SC Marketing Education

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Check This Out

Sam — Tue, 15 Jan 2008 17:56:15 +0000

What is the lifetime value of a customer?

Check out what James Brausch says at:
http://www.jamesbrausch.org/why-would-you-want-to-know-the-lifetime-value-of-a-customer/

Know your numbers,
Sam Carrara

SC Marketing Education

Upgrade your grill- Grill to the Max at:GrillAce.com

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