What do you do - poor quality service(s)?

Parent Cafe
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<p>Recently, H and I have paid for and received services that we feel were poor: Bad haircut, poorly done blow out (a different occasion, different place), cleaning service (shower not wiped down). In these instances, or others of your own experience, what do you do?</p>

<p>I feel that complaining does little to help the situation, in those areas listed above. I just don’t go back/ don’t rehire the person. I also am angry. If I said something, I would probably not be less angry, but perhaps I would get a discount to mollify me. I have to say that while the discount saves money, I usually remain angered, and I still would not use the services again, so I don’t push for the discount, and avoid a conflict.</p>

<p>One area where I don’t stop complaining if the thing is not fixed is car repairs. I will go back until they get it right. In this area I have no problem insisting on proper service. I know people do this with haircuts etc, but somehow, I feel that it is likely to end up worse. Also I have heard the salon people talk about people that do that, and it sounds likely to end up worse.</p>

<p>How do you handle things like this?</p>

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<p>Good question. I would like to see the answer, too.</p>

<p>I recently switched pharmacies because of poor service (repeated errors in prescriptions, delays in getting prescriptions because of problems with their computers, getting incorrect information over the phone) but I didn’t say anything about it to the pharmacy I was leaving. I wonder whether I should have. I used them for 14 years, and they don’t know why I switched – for all they know, I could have moved to another community. I wonder whether I owe them an explanation.</p>

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<p>I think it is easier and more effective to keep switching service providers until you are happy. I tried three different hair salons when we first moved here, and then I found the salon that I’ve been with for ten years.
I also ask my friends who they are using, like the orthodontist we selected who is the service provider for at least ten families we know. I figured that was a demonstrated record of success.</p>

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<p>This is a hot topic and many will have examples of bad service (or dumb service).</p>

<p>Lately, we’ve had several instances of bad/dumb restaurant service. I’m not talking about “bad food”, I’m talking about servers that just don’t have common sense.</p>

<p>1) Had wrong Fajitas served (beef, not chicken), then waiter said that beef was what was made, so is that ok. I said fine, and began eating it. THEN, waiter comes back with, oops, that is someone else’s order…and tries to take it!! I grabbed it and said, no, I’ve already ate from the plate (actually, once the food is served, it can’t be reserved at all). The waiter said, it’s ok, you haven’t eaten much ??? The waiter was foreign, so maybe that was the problem. I gave him a quick tutoring on Food Health regulations and would NOT let him take that plate. He argued with me, but I held firm. Ugh!!! </p>

<p>2) Another restaurant. Son had eaten his soup, but I hadn’t yet touched mine. Server whips by, throws son’s spoon into my soup to gather up both bowls. I said, “I haven’t even touched mine yet.” The server didnt’ offer to bring me a new bowl, left the bowl, which I didn’t feel was too contaminated because it was my son’s spoon and (as a family) we do share food and don’t worry about shared utensils. But, that was weird.</p>

<p>3) Another restaurant. Had a coupon for Buy One, Get One for entrees. I had ordered a glass of iced tea, H just had water. When the server processed the bill, she came back and said that we were supposed to order two drinks (fine print) so she said that she added the cost of another drink to the bill. So, I asked, “So, do we get that drink?” And she said no. lol. I told her to get us a drink “to go”. And, she said, “Are you sure that you want it”" lol Stupid!</p>

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<p>

You don’t “owe” them anything, but if the business has any interest in improving the quality of their services, they need feedback that they are screwing up.</p>

<p>Being informed that you are losing business because of poor service or incompetence can be a wake-up call for some businesses. If I own a cleaning service, for example, I sure want to know if I am losing a client because something wasn’t cleaned to a customer’s satisfaction, and hopefully I get a chance to do a better job before I’m kicked out.</p>

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<p>What I do is research the heck out of the product or service initially, only going with businesses that warranty their work.
Not always, but often enough, you get what you pay for.</p>

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<p>I think the service and food thing is tricky. I don’t want a discount for a service I don’t intend to use again. I’d happily take a refund. And I’m always worried about sending back/complaining about food for fear of retribution.</p>

<p>The most recent issue of truly horrible customer service – on multiple occasions over the course of two weeks – was at Target. The first time I called the local district office because of issues in the store and also called the national office because of issues with the online company. I got a gift card and apologies out of it. The second huge issue with them, I called corporate again to bypass the “customer service agents” in another country and got a credit to my account and was told the keep the product that the store wouldn’t let me return. Then I called back the district office because the store handled this issue the EXACT wrong way. The manager was slightly better but still wrong. They just didn’t seem to get the value of keeping the customer happy!!!</p>

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<p>This is one of my pet peeves. I feel that service in this country has really deteriorated. Seems like everyone just wants to get paid but is unconcerned with delivering the service or product. And yes, I know I sound like my parent’s generation.</p>

<p>More often than not I say something, but in a polite and reasonable tone. I will not make a scene, but do feel that a business should know when a customer is dissatisfied. It makes me feel better and less annoyed. The one place where I say nothing is in a hair salon - there is nothing you can really do to remedy a bad haircut, and pouting in a salon seems to attract a lot of attention. I tip less and move on.</p>

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<p>Mom2College, your restaurant experiences had me shaking my head!!! Awful!</p>

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<p>I used to not complain and just not return because it didn’t seem worth the hassle, but since working at a small business, I appreciate it when a customer lets us know what we did wrong because we can’t improve if they just stop using us.</p>

<p>Having said that though, I certainly find that some businesses just don’t care. Especially the employees themselves so if I complain to the employee and get a “don’t care” attitude I will speak to the manager or owner. If they make it right in some way then I will use them again. If they don’t care, then I won’t and will tell them why.</p>

<p>No business is perfect and sometimes, we just either can’t make it right or the relationship between us and the customer just isn’t working. Nobody can please everybody. But if you have a legitimate complaint, please let the owner know.</p>

<p>I can give you equally horrific stories about bad customers as bad businesses.</p>

<p>In the OP’s examples, I probably wouldn’t complain about the haircut because they either can cut hair well or they can’t. I just wouldn’t return. The cleaning service is different. I would tell them what I didn’t like and give them another chance. Assuming they are receptive to the criticism.</p>

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<p>

Did you leave him a tip, and, if so, how much? Did you inform the manager? (Wonder if the waiter had a green card?)</p>

<p>Most often, if I don’t like a place/service/whatever, I just don’t go there/use it again. Sometimes I complain to management.</p>

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<p>Another way to deal with problems (and with good experiences) is to provide an online review of the business. There are ways to do this for almost any kind of business–probably easiest for restaurants.</p>

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<p>I’m not one to raise a stink, but I would definitely have brought that to the manager’s attention. That’s just unsafe and the waiter needs some education here.</p>

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<p>Hmmm…Saturday night I ordered a different dish at a restaurant we frequent and it was SO spicy I couldn’t enjoy it. I did struggle down half of it (with a ton of iced tea) and then we left. It was a counter-order casual place (no servers). I have a friend who definitely would have caused a fuss, but I just won’t order that again.</p>

<p>Maybe I should have complained? Maybe others would have thought the spice-level was fine.</p>

<p>I always roll my eyes at the Costco folks on this site who brag “oh, I slept on these sheets for 3 months, but then they pilled up a little so I returned them!”. I think that is wrong and taking advantage of a company trying to be nice.</p>

<p>It will be interesting to see what others say…</p>

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<p>We had dinner on Saturday night in Boston at an expensive Italian restaurant. We ordered bottled water. About a half hour into our dinner, the waitress came over and started to pour tap water from a pitcher into my son’s water glass. She obviously intended to top off all of the water glasses. I reminded her that we ordered bottled water, and nodded at the bottle on the table. She actually said, “well, there’s not much left in there” and walked away. Never replaced his water glass or freshened the glasses with the bottled water. This was a nearly $400 tab for four people. At that price, you should get tippy top service and food.</p>

<p>Her first reaction when I pointed out her mistake was to get defensive. That seems to be the typical reaction nowadays, you can almost count on it. Very few people seem to be able to take a polite complaint as an opportunity to improve service and keep the business. It’s almost as if the expect/don’t care if you move on and find a new vendor/restaurant/etc., which is typically what I do.</p>

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<p>This is really minor, and I’d usually ignore this, but I left the supermarket today unsure of what to do. I bought a few items and went through the express line. The checker, with whom I was unfamiliar, did a couple of irritating things. First, she failed to pack the recyclable bag for the woman in front of me, even though it was only bananas and a couple of gift cards. Then, as she packed my bag, she tossed the little $1.45 heirloom tomato I bought up into the air to get it into my bag. I was in a hurry when I left, but I wonder if I should tell the manager or do something online. I think she needs retraining/counseling and other new employees should be told to do better.</p>

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<p>If anyone threw my heirloom tomato into a bag, I’d explain to them on the spot why I was getting a new one before I left the store. But I mostly see baggers being very careful with my fruit and vegetables.</p>

<p>If you are a regular customer of a store and an employee gives you substandard service, it would be generous to ask to speak to the manager and explain the problem. Gently. Sometimes it’s just someone having a bad day.</p>

<p>If it’s your first time there and the service was poor, you can vote with your feet, but again, it would be nice to let the management know there’s an issue.</p>

<p>The flip side of this? If someone does provide good service, tell them that. Tell the manager. </p>

<p>Recently, I got such spectacular service at a store that I asked the employer where his manager was and told the manager how impressed I was. Both of them were surprised that I would take the time.</p>

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<p>I refused to go to that ice cream place where they dump your scoop of ice cream on the counter and then proceed to hack it to bits stirring in the whatever. Everyone raved about but I just couln’t eat it. Go figure - they finally closed.</p>

<p>I have had some atrocious haircuts in my day and I can’t say I ever went back - just grew it out and/or tried to fix it myself.</p>

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<p>It depends on the transgression. FOr some things, it just isn’t worth the effort and I let it go, though sometime things have hit me where I take the trouble when I probably should not have. Personal satisfaction seeking in those cases. Most of the time, I just don’t go back. I wouldn’t want someone who gave me a bad haircut to try again, I can tell you, even for free, unless it was truly a mistake or misunderstanding. If it’s a lack of skill, I’m not interested in giving the person another go to practice on me. </p>

<p>As for restaraunts, if it’s poor service due to a lousy server, that’s one thing. IF the whole restaruant is run that way, or if it’s the food or hygiene that is the issue, it’s a deal breaker. I don’t need a free meal that badly yet.</p>

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<p>I will complain to a manager when I get particularly bad service-- like someone is clearly doing a really bad job rather than someone had an off day and made a minor mistake. If it’s repetitive, or something I don’t care about all that much, I’ll just go somewhere else.</p>

<p>I am finally switching doctors after six years because even though I like my doctor, the service there has become unbearable. Dealing with their office staff is borderline traumatic every time I need something, and they always mess up my paperwork and my billing and they are HORRIBLY RUDE. I was nearing the last straw with the office staff but now the doctors aren’t so great either… you sit in the waiting room for over an hour for your appointment, then sit in the room for 40 minutes waiting for the doctor, all for the doctor to rush out after 2 minutes without actually listening to any of your questions. I am just done. Not worth it for 2 minutes of doctor’s time.</p>