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I am not a stupid customer, but I play one at the Laundromat.
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So, order Viagra Oral Jelly online c.o.d, I’ll be back (lord knows my repair of the dryer hasn’t gone well) and next time I may just try out a Tan.
UPDATE 6/7/2009: This post is an unfortunately true version of events, and was also inspired by a 'What I Learned From..." prompt over at Middle Zone Musings, which in the act of writing I promptly forgot to mention..
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It sounds like you made it out relatively unscathed.
In one of my mis-adventures at the laundromat, my clothes shrank beyond repair.
I like how you turn your experience into a lesson in user experience design.
.-= J.D. Meier´s last blog ..Crucial Moments =-.
I’ve had my share of shrinking moments as well. Thanks J.D.
I had a machine that needed to filled up with water before washing or starting the machine. But my mom forgot to put water and the clothes were tore. I was laughing so much and i could not control, this was one of my great experience and i am sure it has taught was a lot.
I’m sure your mom was not laughing! Thanks for visiting.
Hi Fred, Pity you didn’t video the episode. It would have made a sensational sitcom pilot (the name Wacomat is so appropriate). Yes, when you’re feeling stupid, there’s nothing worse than a customer care representative standing by to make you feel even more stupider. Since I can be rather slow on the uptake when it comes to mechanical tasks, I have many times swallowed the bitter pill customer service indignation – How dare you not understand my product! How dare you not appreciate its value! Being on the receiving end of those kinds of vibes will drive a person away permanently. People don’t mind being stupid as much as being condemned for it – hence the popularity of the “Dummies” DIY books. Great post, Fred!
.-= Brad Shorr´s last blog ..Effective b2b Marketing Follows Branding =-.
Hi Brad, Luckily or unluckily the video camera never seems to be on at the right time for me to win that $10K.
If you work kindly with a customer, by the time they reach that aha moment (and realize they’ve been pretty dense) I think it turns them more loyal than ever.
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Fred,
What a hoot! Been there, done that! Glad I’m not alone.
(You mean there are instructions??!!)
Bill
Hi Bill, Not only instructions, but very clear instructions. That’s what really kills me. I should have avoided all of this.
I went to BP to cash in my 90 cents off per gallon for the Roundy’s Copps grocery award. The end result
* The first gas pump would not take the roundy’s card
* I ran into the store and she said just press the pay inside button and I’ll give you credit
* Which I did, but then the pump would not pump
* So I moved my card to a new pump and filled up
* only to be told by the cashier that my card now lost any credits as I’d moved my car
and so I took 10 minutes longer than usual to get gas, never got the gas credit, and Copps-which was trying to build loyalty–just lost mine.
If you do a promotion, make it foolproof.
Kay
.-= kay plantes´s last blog ..Capitalize on Customer Frustration with Your Industry =-.
Hi Kay, Foolproof? You’re asking a lot
As you say, service is so important for business success. Managers need to make sure that their employees are friendly and forgiving, particularly when a customer makes an oversight. It may mean the difference between repeat business and oblivion. Enjoy your blog and have just subscribed.
.-= Paul C´s last blog ..Antique Roadshow Hits $1 Million Jackpot =-.
Hi Paul, Thanks for dropping buy. No question, kindness rules in customer service.
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Fred,
Entering a laundromat – you obviously have a lot more courage than I do.
A laundromat represents a place where, for those who are not familiar with the correct operating procedure, ignorance can be exposed in a public setting, often with somewhat embarrassing consequences.
However, I does sound as though you did well to come out relatively ‘unscathed,’ as J. D. Mier put it, and for that, plus the fact that you now are now familiar with the correct operating procedure, you should certainly feel as though you accomplished something worthwhile from the experience.
I agree with your comments about the need for sales assistants to be flexible in terms of understanding about the mistakes of customers and to handle situations involving ignorance on the part of customers in a delicate and sensitive manner. Those who do may just pick up a loyal customer – not so for those who are unable to do this.
.-= Andrew´s last blog ..What Ikea’s decision to halt expansion in Russia says about corruption =-.
Hi Andrew, Long ago I learned that the more I try to avoid embarrassment, the more likely it would find me anyway. (Really, in this case my only alternative would be to ‘air my dirty laundry in public’
) And yes, Kindness sure does deliver loyalty.
Fred, I love the story, and it DOES illustrate a few great customer service principles. And… I’ve been there too. *sigh*
Hey, this one still qualifies for WILF, you know. I announced the topic on June 26, so anything posted after that works for me.
Tip o’ the hat, Fred!
Hi Robert, Well that’s good news! I’ll add the appropriate link. In thinking about it I know I had read about your prompt and probably had it in the back of my mind when writing. Thanks for dropping by.
Great story Fred and thanks for sharing it with us. I have only used a public laundromat a couple of times in my life – and only when travelling. Most recently when I was in New Zealand on a campervan site I found myself in a similar situation to you but there was no kindly attendant. Only a guy who was clearly as stumped as me. And he was German with little English and my school German did not run to laundry terms. But between us we managed to do our respective laundry and have a few laughs. Maybe the new social networking venues …no wait a minute ! They were the original social networking venues back in the day…
.-= Jackie Cameron´s last blog ..A “saying no” update – an abusive “no” is never acceptable =-.
Hi Jackie, The good ol’ days when social networking was face-to-face.
Funny how something so familiar can throw us for a loop. Thanks for chiming in!
ROFL! I am sure that the customers were entertained that day! LOL! When I was a young college student I found myself in a laundromat and I accidentally added to much soap. When the machine started washing, the foam didn’t just bubble up to the top it overflowed into a sea of thick white bubbles. The whole thing was like an episode of I Love Lucy as I frantically tried to get control of the bubbles and hold on to a shred of dignity.
.-= Karen Swim´s last blog ..Is Your Brand the Man in the Mirror? =-.
What a great show (you at the laundromat and I Love Lucy
). It is amazing how well that show still rings a chord today. My kids grew up with it on Nick at Nite and simply loved her antics. My daughter talked about it so much, one year her favorite present was a Lucy Vitameatavegamin doll. (And for those of you who don’t know – try Google, this is still Lucy’s word.)
Fred, that was one of my favorite episodes! I can still watch that show and laugh as hard as I did the first time I saw it! lol! Thanks for the laughs and the great story!
.-= Karen Swim´s last blog ..Is Your Brand the Man in the Mirror? =-.
Wacomat? Seriously, Fred? That’s a dead giveaway. There must indeed symmetry in the cosmos: you’re so graceful on the page, Fred, but somewhat clueless in Wacomat. Highly entertaining, Fred. Love your story. Tell us your experience when you get your tan from Wacomat.
.-= jan geronimo´s last blog ..My Philosophy in a Bottle of Ketchup =-.
Hi Jan, Thanks for your kind words and for dropping by. To be honest, I have real concerns about what would happen if I mess up in the tanning booth the same way I managed to mess up the laundry. At least only my clothing was at risk then.