I recently posted on how I enjoy secret shopping various businesses. I also enjoy providing feedback to businesses whether or not the service was good or bad.
On Saturday, Erika and I headed out to the coast for the night. Coke and Cheddar Cheese Pretzel Combos are a must for me on any road trip. On our way, we stopped at a gas station to get some Combos, a Coke, and a couple other snacks.
We jumped back in the car and headed down the highway. A couple of miles down the road I opened my combos and tossed one in my mouth. I knew something was off…it tasted stale. I looked at the package that read “Best Before 01/2014.” This was the 8th of March. Months had passed since my Combos had seen their better days. Thankfully our chips, candy bar, and Coke were all still good.
Erika asked, “are we going back?”
“Not today, but I am stopping there on our way home tomorrow” I replied. (I am sure she was pumped)
Now maybe the gas station made an honest mistake with having expired products on their shelf. Or maybe they just don’t care because whoever stops on a gas station along Hwy 5 in the middle of no where is not going to come back for their $1.39 refund. But I did! #cheapskate
On our way home, I stopped at the gas station to get my refund on my expired Combos. I told the cashier I had bought them yesterday, tasted that they were stale, and saw the expiration date was 2 months ago.
He was clearly irritated that I came back. He asked if I wanted to grab a different bag. I told him no since the entire box on the shelf was expired and that I just wanted my money back. The cashier was again, clearly irritated and unapologetic for having sold an expired product. Nor did he care about the other 20 bags of expired Combos on the shelf.
I got my $1.39 back, used the bathroom, and went on my way…BUT…I don’t only complain!
I give good feedback too!
On our way home from the coast, we stopped and ate lunch at a brewery/restaurant. When we received the check, there was a comment card about the service received that you could fill out and mail in. I am sure most people only fill out the card if they receive horrible service…if anyone fills it out at all.
We received great service! So I grabbed the comment card to fill out. Not only do businesses need good constructive criticism/feedback, but they also need positive/encouraging feedback when they are doing good!
I loved receiving good feedback from customers about my employees when I worked at UPS. There was a survey website on the bottom of your receipt that you could go to and answer some questions and rate your service. I always shared the information with my staff and praised them for doing a good job.
When I receive great service, I take the time to write a review on Yelp, email the manager, or send in a comment card. When I receive bad service, I do the same.
Do you give good or bad feedback on service you receive? When you receive bad service, do you just not return?