Bad Customer Service – A Qdoba “No” Experience
Seth Godin wrote a blog post today entitled Looking for yes. In this post, he summarizes his interactions with companies and individuals that continually make excuses/throw obstacles in the way of satisfying a customer- these companies answer “No” instead of looking for a way to find a “Yes.” Seth also shared his interaction with “Yes” companies and indidviduals that will go out of their way to accomodate a customer- these are the companies/individuals that stand out by generating repeat business and raving fans.
This post inspired me to share a recent interaction with a Qdoba manager which I would classify as a “No” experience. I hope he somehow finds and reads this blog. It would just be another opportunity for him to create a “Yes” though I am sure he wouldn’t even realize the opportunity if it jumped out of the screen and bit him.
I recently obtained a coupon at Cardinal Fitness for a free naked burrito with the purchase of any burrito of equal or lesser value. This coupon had an expiration date of 3/31/09.
I attempted to redeem the coupon at a Qdoba location that I frequent at least once a week and received the following objections:
“Where did you get this?”
“This coupon was only good last month.”
“I see the coupon says 3/31/09 as the expiration date, but that is written in.”
After I refused to accept his objections, I was made to feel guilty about using my very valid coupon with the following remarks:
“How many more of these do you have- is this your last one?”
“I will honor it this time becuase I know you come here alot, but I could get in big trouble for this.”
So let me just recap this experience. I am a loyal customer at your store where I regularly pay $7.00 for ONE burrito. And you are going to give me a hard time about using one coupon, accuse me of changing the expiration date on the coupon (basically calling me a liar), then tell me that I could be getting you in trouble because you are honoring one of YOUR coupons, and finally you are going to check to make sure I do not have any more coupons for your store. Great job! Great job at delivering HORRIBLE customer service. I will still eat at Qdoba no doubt at some point in my life, but NEVER the store where you work. I can also promise that I will tell as many people as possible about this experience and encourage them to tell others.
And I am sorry but you will soon find out that negative word of mouth has no expiration date…