In my neverending quest to expose bad business practices, I have two stories told to me recently by friends that I'll share here:
My first friend had 17 sheets of address size labels copied at Office Max. When she picked up the copies, the cashier told her it would come to $200. Knowing this could not possibly be anywhere near the correct price, my friend told the cashier she needed to re-check her price list. The girl was very confused and went to get a manager, who also had no idea what to charge for 17 sheets of labels, and was sticking with the $200 price. My friend said that the last time she had that many labels copied, they had charged her $18. The manager, who must have been desperate to get back to his idleness, told my friend, "well, we'll give them to you for $18 this time, but don't expect a deal like this in the future." Nice way to treat your customers, right?
My second friend had a week-long trial with Rite Aid. Her doctor had phoned in a refill on a prescription. The first time she went to pick it up, the pharmacist said he didn't have any record of the call. The second time she stopped in, he said it wasn't ready, and could she come back later? The third time, it was ready, but when she paid for it, she realized she was being charged three times the normal price for this drug. When she questioned it, she found out that it was not the correct prescription. The pharmacist attempted to blame it on the doctor, who must have phoned in the wrong prescription. After checking with the doctor, my friend found out that it was Rite Aid's mistake. When she complained to the pharmacist that it was rather dangerous to be handing out the wrong prescription, he said, "It's the customer's responsibility to ensure that they are taking the correct drug." And I guess the person with the degree in pharmacy has no obligation whatsoever to the customer??
These stories make me want to scream............
My first friend had 17 sheets of address size labels copied at Office Max. When she picked up the copies, the cashier told her it would come to $200. Knowing this could not possibly be anywhere near the correct price, my friend told the cashier she needed to re-check her price list. The girl was very confused and went to get a manager, who also had no idea what to charge for 17 sheets of labels, and was sticking with the $200 price. My friend said that the last time she had that many labels copied, they had charged her $18. The manager, who must have been desperate to get back to his idleness, told my friend, "well, we'll give them to you for $18 this time, but don't expect a deal like this in the future." Nice way to treat your customers, right?
My second friend had a week-long trial with Rite Aid. Her doctor had phoned in a refill on a prescription. The first time she went to pick it up, the pharmacist said he didn't have any record of the call. The second time she stopped in, he said it wasn't ready, and could she come back later? The third time, it was ready, but when she paid for it, she realized she was being charged three times the normal price for this drug. When she questioned it, she found out that it was not the correct prescription. The pharmacist attempted to blame it on the doctor, who must have phoned in the wrong prescription. After checking with the doctor, my friend found out that it was Rite Aid's mistake. When she complained to the pharmacist that it was rather dangerous to be handing out the wrong prescription, he said, "It's the customer's responsibility to ensure that they are taking the correct drug." And I guess the person with the degree in pharmacy has no obligation whatsoever to the customer??
These stories make me want to scream............
I'm with you, girl. I'm with you. I try not to post rants because it detracts from the overall point of my blog, but I tell you what, consumer satisfaction is a rare thing these days. Which gives me great comfort as a businesswoman because it ain't that hard to wow people when you just show up and care and do them right. Saying "I have skills and I give a darn" puts you to the head of the line.
ReplyDeleteThese little battles with vendors where women demand quality on behalf of their customers...they really make a difference in the world. Whether you're a mom riding herd on the pharmacy or a manager riding herd on a vendor, it matters. It all matters. If our husbands and children only knew the clear path we make for them in the world...keeping them from annoyances and dangers and ripoffs big and small. We moms rule! Even if we are the only ones who know it.
Not to say Delighted Husband doesn't know and appreciate all I do for him and the kids and my work-he does. It's just sometimes only another woman would understand. You know what I'm talkin' about?
I know EXACTLY what you're talking about! My own husband feels that he can't be bothered if he's charged the wrong price or whatever. Unfortunately, that's what the majority of businesses are counting on these days.
ReplyDeleteI'm really glad to hear that you are giving your customers such good treatment. I too was a businesswoman before becoming a SAHM, and I always feel as though the business world has missed out on my quality control skills and pursuit of perfection.