Customer Service?

This morning, over my cup of coffee, I picked up yesterdays paper and laughed when I read an editorial by one of the staff writers. Not because it was particularly funny, but because I had told my husband I should blog about my experience with the customer service at a certain sub shop here in Sumter, SC. I hadn't gotten around to it, but decided, after reading that article I would add my voice to the minions demanding the service we once received as customers.

A month or so ago I went in to this sub shop to get two subs. Previously I could tell the person what I wanted for both and bingo! it was done. But all had changed. I told the person I wanted a foot long sub on such and such bread and and a 6" on this other bread. I told her what kind of meat and cheese I wanted on each, as I had done on previous occassions. She made up the first one then asked what kind of bread, meat, cheese I wanted on the second. Okay, we got through that and I said I wanted them heated. So, she heated them and set them on the counter for the next person to put on the toppings. The next person put on her little plastic gloves and started putting the toppings I was requesting for the first sub when the phone rang. She answered and from the tone and content it was obviously her boyfriend. She talked and talked and talked as customers and sandwiches were lining up for toppings. I told her she needed to hang up the phone and take care of the customers. She glared at me said something else to her boyfriend and then sneered at me, "well, I'm talking to the manager." I thought, hmmmmm, if you're having that kind of conversation with the manager... I told her then if it really is the manager, which I doubt, tell him customers are lining up and you need to do your job. She glared at me, turned her back, whispered into the phone and hung up. Came back to finish putting on the toppings and reached for them with the same gloved hand she had just been using to hold the phone receiver. I said, stop! change those gloves! You were holding that dirty phone with that hand and I don't want those germs all over my food. She slowly removed the gloves, replaced them, and then walked away leaving the one woman to handle the entire operation of all the customers waiting. When she got to mine to put on the toppings I commented on the rudeness and un-service like skills of the one who walked away. This young woman said well, people have been yelling at her all day. Well, duh! yeah! If you give service the way she did of course people are going to yell! So, I told my husband I would not go back there again.

Well, this weekend he wanted to try a new sub they had been advertising and said, maybe that was just a one time deal and that person won't be there anymore. So, I went. OMG!!!! He was right. It wasn't as bad, it was worse!

Me: I'd like a footlong __________ sub on ____________ bread a ________________ on ________________ bread.

Serice Person: What kind of bread do you want?

Me: _________________ on the first and _____________ on the second.

She gets the bread for the first one. What kind of meat? I tell her. She puts it aside and walks away. Excuse me, but I needed another one also. What kind of bread? she asks. Sigh... I tell her... what did you want on it... sigh... I tell her. She sets them both aside and walks away. Excuse me, I say, but you're supposed to put cheese on them and I would like them heated. What kind of cheese? Provolone on both, please. (yes, I am still being polite). She puts it on the first and asks what I want on the other...sigh...provolone, please.

Finally another young man shows up and she tells him I want them heated. He looks at me and asks, do you want these heated? Yes!

In the meantime, the cashier shows up and tells me my total. I pay happy to do anything to speed up the transaction.

Now to the toppings...lettuce and tomatoes on both, I tell him. He puts lettuce on the first and looks at me. On both, I tell him. He puts lettuce on the other. Now tomatoes on both. Same procedure. Sigh... yellow peppers on BOTH I tell him. What part of both does he not understand? And finally jalepenos on the first one only. Whew! Now they are wrapped and he shoves them to the counter and walks away to do the next sandwiches. Excuse me, but I need them in a bag. He points to the emtpy cashier position as the person who is supposed to bag them. I remind him I have already paid, there is no one there, so would he please put them in a bag for me. He does. I leave. I come home and tell my husband under no circumstances can he ever, ever, get me in that place again. If he wants one of their subs he can go through the aggravation himself.

And it isn't just this place. I have stopped going out to a lot of places around here due to the horrible customer service. It used to be pleasant to go out and pick up some food to bring home or dine in at a restaurant, but more and more it seems they feel they can treat you like dirt and you should take it. So, we eat at home and enjoy relaxing and enjoying a meal without the nasty attitudes, aggravation, or frustration.