wbwood wrote:
darsben wrote:
HappyKayakers wrote:
I'm just going to take a stab at your subject line only. You're really trying to compare apples and oranges. The administrative side of the house is responsible for sending out the cards - they definitely fall short sometimes.
The operational side of the house is responsible for getting roadside assistance to you. Now, depending on who you listen to they're either great or worthless. I've requested roadside assistance 4 times over the years (most recently last month) and always had good response.
If a company fails to deliver on any aspect of the customer experience then all aspects of the companies service are suspect. The customer should not be expected to differentiate between "sides of the house".
Poor customer experience will forever color perception of a company.
The op is right in his title no matter what the excuse makers say
Then when my fries at mcdonalds are stale and cold, then I should expect my hamburger to be the same way? And it goes true for tomorrow or the next day, and maybe even with a different employee. Because a fry cook failed to keep fresh fries, then the person who makes my hamburger will obviously fail as well. Gotcha
If management is not assuring that the fries are hot and good then why should I expect management to make sure the the hamburgers are done correctly. Management fail is management fail. So I would not be surprised if the burger is crappy
