I've got pie on my face
I just botched a customer service pickle. “Laura” was irked that she had to wait in line to pay for and pick up her pre-order, then called me later to discuss her experience.
My severe lack of sleep and imminent overnight bake-a-thon were obviously sabotaging my mental reflexes; I got defensive (egads! worst possible reaction and classic error) and instead of asking her what would fix her problem, I just kept explaining WHY we do things the way we do them (when obviously she doesn’t care why we do things because she thinks we’re awful). Classic rookie blunder and I can’t believe I made it.
I’ll use this as an example of “what not to do” for my staff at our Monday meeting, but decided to also share it with all of you as a mass confession. Hopefully the humiliation will prevent me from doing something boneheaded like this again.
Thanks for listening.
And for “Laura”, wherever you are, I’m sorry I handled this so badly.
I have to say that I love this pic. Where did it come from?
I don’t understand why people get so upset about waiting in line. Yes she pre-ordered, I understand that, but really! I always say that if this is the worst that is going to happen to me today then I’m doing good. I really don’t get why lines freak people out so bad?? It’s a moment in time that you can space out and think about things that make you happy or what your planning for dinner or even how happy these sweet treats are going to be. That’s what I do in Walmart everytime I have to go there. I love your bake shop and am so happy that your there!