My 1 Million Row Challenge

Thursday, June 27, 2013

Customer Service Tongue and Cheek

I would like to send out a huge thank you to a national company that manages a slew of shopping malls across the country. The one that if you give you them your e-mail address they promise to send you out an e-mail you can exchange for a mall gift card for your birthday along with a weekly email of sales and coupons. This year they did something very different than in the past. They put a limited number of days after your birthday to exchange your email for the card. That happened to land when Eric was very sick. I tried to explain that I was home taking care of a very sick child and missed the days.

What happened next was to say the least very unexpected. I was treated very rudely and harshly. More like a criminal than a customer. There were no exceptions for sick kids. I really left that office hoping and praying that she was not a mother of any child. Her tone of voice, body language and words were very harsh. This left me very upset. I have done a lot of shopping in that mall. I usually get the gift card and spend more than they give me along with shopping through out the year. I left their office very upset about being treated so poorly.

So I walked around the mall and thought about this while I racked up steps and did no shopping. I also thought about how with the growth of e-commence, that this was a very stupid move by the mall. Why go out when the outside temperature is over 100f?  I can just order everything I need on line and for the most part save money and not pay for delivery. I can also save money on gas. I wondered about what their merchants would say and do if they knew that the mall that takes a nice chunk off their bottom line in rent would say. I think I now know why small local businesses are no longer populating that mall.

I would like to think that in this age of a stagnate economy with a very slow recovery that a  national corporation who owns and rents retail space across the country would go out of their way to be nice to the locals. With each location costing millions to buy, renovate and manage, that they would be the first people to make sure that their customer service was the best in the industry. I might just be one customer going out to pamper myself. I would have spent under $100.00, but think of the domino effect of ticking off customers. How this will effect the merchants bottom line which in turn will effect your bottom line. What will Wall Street think about your shrinking bottom line.This current crop of analysts needs instant gratification. They want to see the money now, not 6 months from now. They don't care what you did for them 6 months or a year ago, they want the money and profits today. Not to mention that a shrinking bottom line will negatively effect the price you pay for interest on your loans and bonds. Which might in turn effect your salary and bonuses.

I have to say that the only person who was truly happy about the events at the mall office today was John. There is only one reason for that. I only bought a drink which I had a half price coupon for. I spent less than $2.25. I still came home relaxed after the walk and racked up over 8,000 steps today so far.

I have decided not to publicly name the corporation in my blog today, I really, really wanted to. My reasoning is that I would really be embarrassed to have my company called out for such horrendous customer service. If you happen to be upper management at the national office of a large company that buys and rents out mall space I will only give out the answer to the unmentioned company's upper management and no one else. After all everyone has a bad day now and then. It is also my sincere hope that the rest of your company is run much better.

On a different note. Eric is still home sick and spent much of the day sleeping. The stomach bug took a lot out of him, but the post viral asthma is worse. He is almost up to his normal feeding rate via the g-tube. It is my sincere hope that he can go back to his day program on Monday. Please send positive thoughts his way.  I think I have enough yarn and fluff to get me through. I have also figured out I can walk around the house for 20 minutes per hour 5 times a day to get close to my 10,000 steps.

Well it is time to go cook dinner.