Bad Customer Service--Manager Retaliated

You never yell at the customer. I don't care how bad you're PMSing...it's just a big no no especially if you're in the service industry like these guys. Here's my email I sent to the regional manager:

Hi ‘Regional Manager’,

I was told that you are the regional manager over the Salt Lake City

downtown American Laser location, managed by ‘Inexperienced Manager’. I'd like to inform

you of an incident which should be followed by employee correction

action.

There was some miscommunication when I transferred my account from the

Draper office to downtown SLC. I was told "You don't have to pay for

parking" by one of the girls employed at the time I transferred my

account to downtown. So ever since then, I have NEVER paid at the

meter. So about 3 weeks ago when I had my appointment I got an expired

meter ticket. I gave it to ‘Inexperienced Manager’ and explained to her that I was told

that I didn't have to pay for parking. She concurred and took the

ticket and said, 'We'll take care of it for you.'

A week later I get a call from ‘Inexperienced Manager’ telling me with a frustrated tone

of voice that they wouldn't be paying for the $15 ticket. I told her

that I was told that I didn't have to pay for parking. She then

explained that I was allowed to park in the BACK parking lot. This was

the first time I had ever heard of a back parking lot. Because of the

miscommunication, I told ‘Inexperienced Manager’ that it was American Laser Centers

responsibility to pay for the ticket since NO ONE had informed me that

there was a back parking lot.

She then retaliated very rudely and said, 'Well, just so you

know this is coming out of my own pocket. I hope you enjoy your

weekend knowing that.' (Something to that effect). I was INFURIATED to

say the least. No one has ever treated me like this being the

customer.

I then called the Draper office to request that I have my account

transferred back to Draper. I also requested to reschedule my

appointment. They informed that they couldn't reschedule until they

had my chart at their office. It has been 2 WEEKS since then and NO

ONE HAS CALLED ME BACK to reschedule my appointment!!!

In addition to this nightmare I received a letter from Salt Lake City

informing me that the ticket hadn't been paid! As a result, it has now

been increased to $45!!! ‘Inexperienced Manager’ lied to me and never paid for the

ticket!!! THIS IS THE WORST CUSTOMER EXPERIENCE I HAVE EVER HAD!!!

Aiming for optimal customer satisfaction should be one of your goals.

Apparently your managers do not understand that a happy returning

customer (which I was for the last 3 YEARS!) Is far more valuable than

trying to acquire more customers. They also don't understand that a

bad experience is told to far more people than a good experience and

believe me I have told close 20 people already who I am sure have

already told many more. I was also considering buying an additional

package and paying up front. ‘Inexperienced Manager’ has made my decision for me, because

there is no way that I am going back there. You do the math-you could

have received $1500 in revenue from me from the package I was going to

purchase or just deducted a minimal $15, which would have retained a

happy customer and incremental revenue of about $1485. Obviosuly no

one at your company understands the importance of customer

relationship management.

In summary I'd like to highlight the bad customer experience milestones:

1. I WAS SPOKEN WITH A DISRESPECTFUL TONE OF VOICE AND COMMENT BY ONE

OF YOUR MANAGERS.

2. I WAS LIED TO BY ONE YOUR MANAGERS SINCE SHE NEVER PAID THE TICKET

WHEN SHE SAID SHE WOULD

3. NO ONE TRANSFERRED MY CHART TO THE DRAPER OFFICE

4. NO ONE HAS CALLED ME BACK TO RESCHEDULE MY APPT IN DRAPER

Please give a call at your earliest convenience.

Thanks,