We came to find that we were being charged mini-bar charges for our room, yet we were not using the mini-bar. We went to the consierge and explained the situation. He did not have to believe us. The person who checked the mini-bar each day could have been called and questioned to be sure we were on the up-and-up.
His response was, "I am so sorry, ma'am. We will take these charges off your bill immediately." From that point on, for the last 8 years, we have shared this story. Talk about handling things well on the business end.
Now I know that Disney is a large enough company that they can take the hit for dishonest customers. And I know people might be able to share some, not so fuzzy, stories about Disney. But, firsthand, I witnessed what it felt like to be on the other end of great customer service.
For many years, I had jobs where I was trained along the "company line" in customer service. Never was I trained to deflect the issue back onto the customer. Even when I had customers who "bought" expensive dresses, wore them for an occasion, and returned them, I was trained to take the items back and make the customer happy. I did as I was trained. The customer is always right.
So, there are those who might be wondering why this iPhone4 issue is working my last nerve. Yes, there are pitfalls to all cell phones. I am an AT&T customer, I get that. And yes, the iPhone4 is a delightful, smart phone. The display is crystal clear. It takes wonderful photos and video. I appreciate having 3G. Face Time is cool (with my husband), though I don't see me using it too regularly. It's amazing technology.
A big thing was amiss, however. When presented with this big thing, the 3 million people who bought the phone were not greeted with, "I'm sorry, ma'am. We will fix the issue right away." We were made to believe that:-we were holding the phone "incorrectly"
-we needed a software upgrade
-calls weren't REALLY dropping; we just were not aware of our reception at the time
-there is a fix, but it will cost you $29
-there's not a problem
-if there is an issue, put some tape over the antenna--that will solve the non-problem
Then, finally, 4 weeks later, in an orchestrated "press" conference I hear:
-Apple's not the only one; all cell phones have antenna issues (oh, now there's an antenna issue?)
-less than 1% of the buyers called to complain (that amounts to about 15,000 complaints; I did not call to complain, as I figured I would be greeted with the same party line that the company mouthpiece was giving the press)
-but, my goodness, data shows that calls ARE dropping
-OK, we don't really believe there's an issue (we're victims of "Antenna-gate"; feel sorry for us), but we just want our customers happy (to shut up)
-so, everyone is getting a case
My issue is not with my iPhone. No way. Too many people went in to making a really great idea. I daresay, my problem isn't even really with "Apple."
Yes, Steve Jobs, my problem is with you. This entire thing could have been diffused by you. You would have looked like a superhero by simply saying, "Woe, there's an issue here. Let's do right by our customers." In fact, I would have lauded you from this lowly blog for doing just that.
Instead, you acted like a tired parent, so weary from his toddler's persistent whining, that he gives in. Your customers are some of the smartest people in the world, sir. Don't treat us like village idiots.
Thanks for the case. I appreciate that the company is making good. It's kind of like the experience of drinking a Tab, though. At first, bubbly and seemingly sweet and familiar, but leaves a terrible after taste.
Now I am sure some devout Apple-lover is going to argue with me about Tab, right? Bring it.
