Watch Out! Bad Customer Service Can Go Viral

Image Source: gourmet.com

Last night’s A Current Affair aired an interesting segment about customer service. Someone on the Gold Cost had recently established a blog, Undercover Customer, to rate customer experiences in retail and hospitality. To make sure that reviews were consistent, three visits would be required prior to posting an evaluation online. While heaps of review sites are available on the web, I still think it’s a great concept.

For businesses, the reach of online reviews can push (or even frighten) them to step up their product and service offerings. Now more than ever, bloggers are not shy to ‘name and shame’ offending companies (Ramsay, 2010). However, this also presents businesses with the opportunity to listen to customers and take their feedback on board. For example, Undercover Customer has a “Room for Improvement” section on their blog for this purpose. Still, it is important that businesses know how to tailor their responses, such as using appropriate tone, content and language (Ramsay, 2010). In 2008, Lorraine Pacey had an average experience at Casa Flamenco, a Brisbane restaurant. When sending them an email detailing her experience, she was sent the below reply:

"Dear Lorraine, Your (sic) are an idiot we don't want your feedback."

After forwarding the email to friends, the email went viral and even was picked up by American site The Consumerist, which received 20,000 hits (Courier Mail, 2008). 

To read more about Lorraines’ experience at Casa Flamenco, click here.

A co-owner of a café I once worked at was unbelievably rude to customers. After their exposure with customers, I’d feel bad (even embarrassed) and be extra nice them. It was often a sombre moment when the customer would say, “I feel so sorry for you, having to work with that lady behind the bar.”

On the other hand, the shoe can fit on the other foot.  I certainly agree that horrendous customers are out there. I worked in the hospitality industry for almost eight years, and have seen the worst of the rude, ignorant and downright snooty. It can be hard, but often the best thing to do is smile and continue doing your job well. Try to overlook their poor manners and discourtesy, see past their indoor-sunglass-wearing (a pet hate of mine) or talking on the phone while ordering and try to falsify eye contact with a smile. At the end of the day, their money is as green as anyone else’s, and they can sometimes be your most loyal customers. You never know, those customers could very well be “undercover”…

If you’ve ever had a terrible customer service experience eating out, please let me know!

And if Undercover Customer wants someone to eat and review their way around Melbourne, give me a call if you’re willing to pick up the tab J

References:

A Current Affair. (2011). Bad Service Gripe Site. Retrieved from http://aca.ninemsn.com.au/article/8362576/bad-service-gripe-site

Courier Mail, The. (2008) Casa Flamenco Gives Feedback Patron a Serve. Retrieved from http://www.couriermail.com.au/restaurant-earns-global-scorn/story-fna7dq6e-1111115622897

Ramsay, M. (2010) Social Media Etiquette: A Guide and Checklist to the Benefits and Perils of Social Marketing. Journal of Database Marketing & Customer Strategy Management, 17, 257-261.