I’m a very positive guy. So it|Therefore it saddens me that many of my customer care observations give attention to bad examples and what not to do. Since I’d rather find and write about examples of fabulous customer care, it’s become my passion in life to work towards most people thinking that customer support generally is pretty good (the opposite is now true). Then I’d see great customer support everywhere!
For people who don’t know or don’t live in a state blessed with el pollo loco menu with prices 2020, they have got the very best flame broiled chicken on the planet. I’ve been enjoying it for pretty much twenty years.
However, their customer service varies wildly from store-to-store. Get the wrong store and you may want to strangle an employee or two. Some workers fail to grasp even most rudimentary customer support principles.
And after many years of searching, I finally found the best el Pollo Loco franchise. It’s a bit farther from my home, but it’s worth heading out of my way of getting good service. I even wrote the company and told the district manager how great this store was, especially in comparison to other branches. Things have been going great, they knew me there, and i also loved eating their chicken. Unfortunately, I needed an event yesterday evening that has got me to reevaluate these positive feelings.
So, last night I wanted some Pollo Loco chicken for lunch after a late movie. I called my personal favorite location, with the best service around town, to put a takeout order. I got through right after the phone rang for almost 2 minutes. A worker breathlessly answered the cell phone then asked basically if i could hold. “Sure!” I responded. Then, I waited, and waited, and waited.
I drove 8 miles in LA traffic, arrived at the shop, and walked along with the telephone still ringing. I required to talk to the manager. He was on the register. I assumed they had just forgotten me, that was not true. That they had decided never to answer my call since they were busy. So that they allow me to sit, and sit, and sit down on hold.
Since they knew me, I asked them when they could begin to see the phone was on hold. Yup. Oooops. I told them it had been me, which I had been on hold for pretty much ten minutes. What did the girl do? She walked up to the telephone and hung it. Not really a word of apology. After speaking to the worker, I visited the conclusion from the line to wait my turn to speak with the manager. As I is at line, I was able to see that the worker and also the manager were talking about the phone call, my wait, and the whole mess.
I reach the front of the line and also the manager says for me, “Hello, how are you currently?” Seriously?! He already knew I had been upset, yet he didn’t make his first words “I am just so sorry for your mess.”
I told him the complete story, specifically the part about being hung up on without a word of apology. He turns to the individual who hung high on me, says something, and she comes over and apologizes. He gives me some lame excuses about not understanding about the call, blah, blah, blah. It never occurs to him to apologize, he just denies responsibility for the actions of his troops.
I ask the manager why his employee waited to apologize until he told her to. And, then it gets ugly. He lies for me. He says she doesn’t speak English very well and thus she didn’t say anything. Which doesn’t seem sensible, she did a bbquiq job speaking with me and apologizing once he’d told her to.
Sorry to say, I was angry and left without my chicken and my appetite.
Now, here is the moral from the story. When you screw up, just apologize. Then apologize again. Everyone. Constantly. Assume responsibilty for annoying an excellent, el Pollo Loco menu prices. You screwed up. So does everyone. Just apologize and then take action extra to make it right. In cases like this, buy me some chicken, give me a free of charge coupon, or something that is else to really make it right. Chicken and rice costs him a nickel. My company may be worth about $1000 per year, minimum. Is saving that biz worth an apology as well as a little chicken? Yes.