Sometimes even good customer service isn’t enough – especially when you have a great service experience to compare it to.
Last month I decided to channel my “Martha Stewart-ness” and make lasagne for my family. I went to the Family Fare supermarket in my area and bought all of the necessary ingredients. As usual, it was a pleasant experience with the typical friendly staff, clean store, and plenty of selection with reasonable prices.
When I got home and began to assemble the lasagne and opened up the package of shredded mozarella cheese, I noticed a sour smell although the package was well within the expiration date. Since I was too far into the process to back out, I had to go back to the store. The service clerk was a dream to work with.
She immediately apologized for the situation and for me having to drive all the way back just for that. She refunded my money and had me go get another package of cheese and had me open it to make sure that it was good. All I expected was to exchange the package, but she went above the necessary to be sure that I felt good about the situation.
Now, here is where the comparison comes in. Last week my daughter asked for a special treat of cookies and cream ice cream. I bought some at the Ric’s Food Center that is literally one mile from my house, closer than Family Fare. When we opened the container, it looked like vanilla ice cream with no cookie chunks. We dug halfway through the container and we could see a few specks of cookie, but not enough to even assemble into one complete cookie.
I took the container back the next day and the staff was genuinely empathetic. They apologized and asked me to grab another container, but since I selected a different brand of the same flavor, I’d have to pay the price difference. The difference was $1.27.
I paid the difference which was completely reasonable, but my nose was a little out of joint. I couldn’t figure out why until I remembered the cheese incident at Family Fare. Since Family Fare had gone above and beyond by refunding me the price and giving me another package, anything less than that fell short in my eyes. Had I not had the cheese incident, then I most likely wouldn’t have batted an eye paying the price difference for the ice cream.
The point is that we always need to be thinking ahead and think “better than okay.” The response at Ric’s was good. They were nice and friendly about it. The only thing they lacked was putting themselves in my shoes and wondering what they could have done to make it better than right.
Okay, here’s the pun I’ve been itching to use…. Just some “food” for thought!