Dead Hamsters & Other Customers Service Issues
February 3, 2009
Do poor customer service issues make your customers want to throttle you? Don’t worry, you can put it right. You see it’s rarely the initial mistake that pisses your customers off, it’s how you deal with the issue that counts. Some businesses do a great job and others make a right hash of things.
Virgin Atlantic seem to excel at dealing with customer service issues. Their inflight meals aren’t brilliant but unlike some airlines, they don’t make their customers feel bad for complaining. One time, I almost broke my tooth on a bacon roll. I tried to complain tactfully but I was at a loss for words. “Is it a bit brick like?” the stewardess asked. “Don’t worry, I’ll get you something else right away.”
And Virgin Atlantic do their best to avoid customer service issues to begin with. As soon as you get on the plane, they ply you with as much alcohol as is humanly possible, without attaching you to a drip. Some folks will probably think this is a bad thing but they’re just doing it so your meal will taste better – as usual they’re putting the customer first.
I guess Oliver Beale just didn’t drink fast enough when he got on the plane because he had serious customer service issues. And when he complained, Virgin Atlantic had a unique way of dealing with the problem.
Here’s an extract from Oliver’s letter to Richard Branson:
“Imagine being a twelve year old boy Richard. Now imagine it’s Christmas morning and you’re sat their with your final present to open. It’s a big one, and you know what it is. It’s that Goodmans stereo you picked out the catalogue and wrote to Santa about.
Only you open the present and it’s not in there. It’s your hamster Richard. It’s your hamster in the box and it’s not breathing. That’s how I felt when I peeled back the foil and saw this: [see image 3, above].”
Unlike some business owners who are so far up their own asses, they think they’re above dealing with customers, Richard Branson reads every single complaint letter his company gets. And after reading this one, he not only telephoned the customer personally, to apologise – he also offered him the job of choosing future meals and wine for Virgin Atlantic.
I think that was an awesome way to deal with the problem. If Virgin Atlantic had simply ignored Oliver’s letter, they would have the reputation of one of those large companies who don’t give a toss about their customers. But the way they respond customer service issues so openly shows that they’re and excellent company to deal with.
You can and should read the rest of the hilarious Virgin Atlantic food complaint letter.
Do you know of any unique ways that businesses have dealt with customer service issues? And would you give a company another chance, if they went out of their way to put the issue right?
Comments
29 Responses to “Dead Hamsters & Other Customers Service Issues”
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Hi Catherine – That’s very commendable how Richard Branson reads all of the customer complaints. It shows he truly cares.
If a company messed up, I would give them a chance to make things right, however, if they continued to make the same errors, I would have to take my business elsewhere.
Barbara Swafford’s last blog post..SEO – Are We Getting It All Wrong
Hi Cath – Great story, fabulous letter. The scenario missing from your question is what about communities where there is no or very little choice in consumer services – then they have to put up with lousy service. Also, Kathy at Virtual Impax mentioned recently that it’s easy in good times for companies to get away with bad service because there are more customers out there to replace disgruntled ones. She also noted regional differences in the U.S. with respect to customer service ethic, which is a good point. Are there regions in the U.K. like that?
I don’t have a hard and fast rule. It might be the first time in the case of crappy service at a restaurant (and generally is, for us). Yet I’ll continue to put up with junk at Home Depot because it’s close to where we live and generally does have a good selection – if you can find someone to help you find it or check you out of there. Feeling any loyalty is different and maybe it’s enough for them that I go in there and buy even though I complain loudly about them to anyone who will listen.
It’s nice to have you back. My new words of the week so far are “knackered” and “cock ups.”
Betsy Wuebker’s last blog post..GETTING INSIDE OUR HEADS
I remember commissioning some research a few years ago and the outcome was fascinating.
Where people had a complaint dealt with really well and professionally, their satisfaction with the product or service was actually higher than for those who hadn’t had a problem in the first place!
So the old adage that you should welcome complaints is true after all.
Mike’s last blog post..Never, Ever, EVER Give Up
Hi Barbara – I know what you mean, you can only give so many chances. I know some businesses will say they’re sorry and it wont happen again – and a little while later, you get the impression that they didn’t mean a single word they said.
Hi Mike – That’s really interesting. I probably shouldn’t say this but your findings make me wonder if it’s worth making a deliberate cock up every now and then.
You would think that in an economic downturn, customer service would be paramount to a company. Unfortunately, I have seen several instances were customer service interaction/quality has actually decreased. That is one of many things I admire about Richard Branson. He gets it – and he is absolutely unafraid to fail. Which IMHO is why he is so successful.
What Branson did is similar to the old business idea that you should hire your enemies. Nice work.
I’ll forgive almost anything if the company makes amends without me having to push too hard. Shit happens; it’s unreasonable to expect a wonderful experience every time, even if it’s part of the company’s core values.
What’s funny is how little it takes to make someone happy. Just give them a refund plus a coupon. Just give them a verbose apology letter signed by something significant.
When you consider that, it’s sad how rare it is.
Jason Cohen’s last blog post..Convert shortcomings into advantages without lying
It wasn’t their fault, but I recently bought a suit at JC Penny, took it home, and realized that I hated it. So a couple days later, I brought it back. Since I had the suit (w/tags, no washing, etc) and the receipt, the lady just processed it, refunded it to my credit card, and I was out of there in less than 5 minutes.
She didn’t pressure me or make me feel guilty, she was efficient, and she didn’t push me to spend it there, just asked “would you like it as store credit or as a refund?”
Made me feel great about shopping there. Made me trust it for the future.
Ruth’s last blog post..Somewhere, Someone is Meditating or Intending Actions So You’ll Find Happiness
awesome Post, Really good
Btw I am running a contest in my blog, Will Be very Glad if you’re part of it. Thanks!.
Nicholas | Pixobyte.com’s last blog post..Pixobyte Valentines day Giveaway , Win prizes worth more than 200$
Wow great article. I didn`t know Richard Branson reads the complaint letters and replies to them personally.
That is a big aspect of the business I would say.
tom’s last blog post..Don’t waste your time arguing with “religious” people
I used to deal with stressed out mothers who purchased birthday parties for their little darlings. It didn’t take much to flip them out. I learned that listening deeply and connecting humanely, just letting them know that they were heard, was more than enough. Don’t defend. Instead acknowledge.
Tom Volkar / Delightful Work’s last blog post..Personal Relationships and Business Support
I got nothing in answer to your question. Though apologizing and accepting responsibility for the error can go a long way even if the mistakes wasn’t personally your own fault.
Two things struck me as funny (but I must admit I’m overtired). 1. How is this title going to affect the search strings that find your site?
2. And the first time I read this I read it as your tooth was replaced something else rather than the bacon roll … see, I really should get to bed.
Kim Woodbridge’s last blog post..February Special: 15% off All Services (I Love My Clients)
And how many typos are there in my previous comment? Oh my …
Kim Woodbridge’s last blog post..February Special: 15% off All Services (I Love My Clients)
Oh yes, I’m big on forgiving a company up to 2 times, but not 3, unless massive cash incentives are offered.
I wonder if Richard Branson is addicted to blogging? Something tells me not, thus his rapt attention to other stuff. Who knows – maybe he’s addicted to reading complaint letters.
At any rate, an airline that keeps the wine flowing is alright with me.
Jannie Funster’s last blog post..Doing It
I loved the letter’s content, Cath. Honestly, who will ever want a dead hamster? (except for the forensic…)
Hi Betsy – What Kathy said is so true. These companies who offer crappy service because of scarcity, or low pricing are screwed in a recession.
There are definitely varaiations in quality of service from region to region. Where I live, the quality of service tends to be poor, in relation to that in the south of the country.
The area is largely comprised of a low skilled workforce. We didn’t used to have a university – although they do have what I’d describe as a makeshift one now. And as a consequence, skilled workers tend to move away.
I have found this difficult to deal with, both as a consumer and as an employer. Although I can’t speak for everyone living in the area, I have noticed a general lack of ambition and motivation. And I guess that would explain a lot of the poor service.
Hi Jason – that is so true. Often, you don’t need to do a lot to put things right. Still surprisingly few businesses bother. I hate to say this but I’d like to see some of them go out of business during the recession – they don’t deserve customers.
Hi Ruth – That is good service and I bet you’d be more inclined to shop there in the future. Marks and Spencer over here do refunds without question. It’s really handy when you don’t have time to try things on until you get home.
Hi Tom – It’s great that he does that. Also, any sort of bad news letters are always signed by Richard Branson, rather than one of the managers. When they discontinued in-flight massages in upper class – the email came from Richard Branson.
LOL Tom – They should try organising a birthday party themselves – far more stressful. I totally agree, when folk are feeling like that – all they want is someone to whinge at.
Hi Kim – As usual, I didn’t think of search strings – God knows what kind of idiots it will attract.
I must admit, I noticed that it read like that but I decided to leave it in – I like a bit of ambiguity now and then.
Hi Jannie – Virgin are very good with the free drinks and the more you’ve paid for your plain ticket the more you get. I think they do it so folk will fall asleep and the crew can get a bit of peace.
I don’t think Richard Branson blogs. From what I’ve read he doesn’t even use a computer that often. I don’t think he even has a real office – ust works from home mostly.
Hi Wilhb – wasn’t it an awesome letter. I really hope lots of folk wouldn’t want a dead hamster.
Hi Cath: I had read about the complaint but I didn’t now Richard Branson read every complaint himself or that he had offered the complainer a job. That man is jut awesome. Panama has a service economy but most employees need a lot of training on how to be polite and helpful to customers. The biggest pharmacy here is called Arrocha–you can buy everything there from prescription drugs, to toys, to home decor, and even underwear–and the women who work there as clerks are unbelievably rude.
Marelisa’s last blog post..Five Creativity Videos on YouTube
Wish I was that good! I did get a complaint the other day. Someone terminating their agreement because our response times were so bad.
I was shocked!
We’re actually the best – by a long way.
However, I immediately accepted the termination and apologised I’d made the client feel that way.
I immediately launched an autopsy and it became clear we were blameless. But I couldn’t jump on the phone and crow about it.
I had to firstly offer him help in a handover to the replacement provider. And as a little favour ask him for more information about the incident so I could train/assist staff never repeat the same mistake.
Instead I got an apology from the client. We hadn’t received his original instruction to solve an IT issue (he thought quite rightly he’d sent it). And when we did eventually get it, we were suffering from a bout of illness and didn’t respond as fast as he was used to.
He’s a client again, and he is with an awful lot more respect from me to him too. He was big enough to own up to being overly stressed and overly reactive. And conceded that we were usually exceptionally fast and he was being unfair cancelling over just one incident.
Anyway, better shut up…
Ian Denny’s last blog post..Business Recovery – 2 Years On From Failure…And Now Slap Bang In The Middle Of A Recession!
I have a friend who is the head of the service department for a large retail store, she just loves handling the complaints and she does it so well, people often bring her problems they encountered with others stores to help them get resolution. She is thinking of opening her own complaint business…I think she should.
She really can help people cope and knows the value of a smile -what a gift she is…
Patricia’s last blog post..I Needs
hi Cath,
1. Awesome title for this post!
2. I’ve never flown Virgin Atlantic.
3. I have flown United and American, and would be happy to talk about their customer service, but you said you’d be covering bad customer service later, so I’ll wait until then.
4. And in the meantime, I’ll dream about the day I can fly Virgin Atlantic.
~ Steve, the trade show guru
Hi Mare – It’s a scary world where folk need training on how to be polite isn’t it? I guess, if they can’t get something so basic right, they probably do far worse things too.
Hi Ian – It’s great how you turned that round. I guess sometimes, people are just having a bad day and if you apologise for screwing up, they’ll forgive you.
Hi Patricia – That sounds like a brilliant idea. Maybe some of these incompetent business could outsource their complaints to your friend to deal with.
Hi Steve – Thank you. Virgin are pretty good. I’ve flown with United and American too. I found AA service to be pretty much non-existant on my flight from Aruba to MCO. I don’t know how they are long haul.
United cancelled my connecting flight one New Years Eve, without giving any reason. If it wasn’t for some nice American woman, who knew her rights and how to complain properly, we would have wound up sleeping in the airport all night.
I’ve flown with Delta and Continental before and found them to be pretty good. But none of the American lines seem to serve free drinks.
If you’re ever in the UK – try to avoid Ryan Air. I decided to give them another chance after a scary experience a few years ago and it felt as though we were flying in a freezer.
hey Cath,
Wow, you’ve flown a lot!
It seems like my experience with American and United isn’t unique. I’ve sleep overnight at an airport once. That’s enough for me.
~ Steve, the trade show guru
Hi Cath, Great story. Impressive response to an unimpressive meal. Speaking of meals, my wife and I were at Olive Garden a few months ago and a waitress spilled a large glass of water on my wife. Not a tragedy, but mildly annoying. The manager came over a few minutes later, apologized profusely, and comped our entire meal. We certainly weren’t expecting that! We’ve gone back there frequently since.
Brad Shorr’s last blog post..Blogging Relationships Are Gold for the Soul
Hi Cath! I really liked this post. It’s refreshing to read about a company that tries to keep its customers happy. When a company is an airline, this isn’t always easy to do and so, it makes what Richard Branson did all the more special.
I wonder if anyone keeps a list of companies that ARE good to their customers. If there was, and people used the services of these companies, maybe the not so good ones would have to sing a different tune!
Sara’s last blog post..A Facebook challenge with a twist!
Nobody’s perfect – and I don’t think ANYONE truly expects ANY business to operate “flawlessly” . It’s amazing the difference a SINCERE apology can make.
Last night, my children dropped me off at the grocery store while they went to McDonald’s for quick food. They sat waiting for their order for a full 20 minutes in the drive thru – and got worried about picking me up so my son went in and asked for their money back. The manager was incredibly rude – told them that 20 minutes wasn’t long to wait at all – all while my son watched the workers chat in the food prep area. Turned out, their meal had been sitting on the counter so long it was cold. No one bothered to bring it to the window.
What infuriated my son was, when the manager discovered the food was sitting there – he didn’t even offer an apology.
As I heard them tell the tale, I kept thinking how FAR a sincere “Gee – I’m sorry you waited” would have gone in that case.
Virgin has got it right!!! Our local Mickey D’s- not so much!
Kathy @ Virtual Impax’s last blog post..Social Media Marketing – What you don’t know CAN hurt you
Customer service seems to be a thing of the past for most companies I have dealt with lately. I applaud Sir Richard’s stance on this and think more business owners should do the same.
Most people just want their problem to be acknowledged and to feel like the problem will be addressed, so others don’t have to do with the same issue in the future.
I would forgive any company who makes a point of making amends. For those who don’t think I am worth the time, I will do my best to find someone else who can provide the quality consumers deserve. Competition is fierce out there and companies should work hard to get and KEEP my business.
Theresa Zagnoli’s last blog post..HOPE IS NOT A STRATEGY – OR IS IT?
Love this story! That guy should have been hired as a writer–hilarious letter.
I think a lot of companies could take a page from Virgin’s book.
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Customer service is really a big deal for me… It is the only way to show the standards on an establishment or any public transportation vehicle… It tells how good and bad they are when it comes to handling their customers…
I hope that every establishments and public vehicles have their customer service be wise enough to meet the customer’s needs..
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