Customer service is essential to keeping clients
QUESTION:
Over the weekend, my husband and I were going to a workout class together for the first time since having our baby. I was so excited to try this class as it is a popular place with our family and others. We set up to drop off our little boy with a family member. We were running late and called to make sure that we were going to be only 15 minutes early (they ask for 30 minutes). They said that was fine.
When we walked in, they said they were mistaken and I couldn’t work out because it wasn’t enough time to show me around and “look at my form.”
When we said OK, we asked to get our money back since we wanted to work out together. They said no. We were appalled and upset, to say the least. Time for just the two of us is very rare.
My husband and I will never be going there again, but we want to tell the owner about the lack of customer service. How should we go about our complaint? CALLIE’S ANSWER:
I can understand time alone with just your spouse being very rare. I would call and talk to the owner and see if you can be reimbursed for the class, since your husband didn’t take it either. Hopefully, the owner’s customer service is better than their employees'. If not, hopefully you never have to go back.
LILLIE-BETH’S ANSWER:
This doesn’t make a lot of sense to me, particularly from a customer service/ business perspective. You called ahead and they gave you the goahead to be a few minutes later than requested for the class. But you still got there before the class started. I think you can call the manager or business owner and state your issue and ask for your money back. You might not get your money back, but the place will know why it lost your business so those in charge can reassess their policies. When you have little ones, it is hard to juggle adult time and child care, so I understand your frustration. But in the end, you might just have to channel your frustration by finding another place to work out and trying again to find time to connect with your husband.
HELEN’S ANSWER:
Make an appointment with the owners and tell them exactly what happened. Tell them how excited you all were to get to go to the class together in a place where all your friends and family go and how you thought it would happen. Tell them about your presumed late arrival and how you called and it was approved. Tell them how that changed when you arrived. Ask them directly for your money back.
Hopefully they will see things as you do and refund your money or at least offer another class situation. I think that you all have a legitimate complaint.
GUEST’S ANSWER:
Kirsten Cash, speech-language
pathologist: What a disappointment, especially since you had the courtesy to call ahead to ask if your late arrival would be acceptable.
Start by writing a letter to the owner of the business. Make sure your letter states the facts as you have presented them here and include any other pertinent information, such as the names of any employees with whom you spoke. Keep your letter professional, polite, and on topic. Remember, you catch more flies with honey than vinegar. If and/or when the owner does contact you, remember to remain courteous and, should he agree to refund your money, politely thank him for his help in the matter.
Most business owners will be grateful for being informed of the employees’ mishandling of the situation. Many owners do not know there is a problem unless someone tells them. Hopefully, the owner will refund your money and thank you for the opportunity to provide better training to his employees.
Callie Athey is 20-something, Lillie-Beth Brinkman is in her 40s, and social columnist Helen Ford Wallace is 60-plus. To ask an etiquette question, email helen.wallace@cox.net.