darsben wrote:
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
So in other words you would not go back at all because obviously a goof up was made. And not to that place but any other place that bears the name. You will be running out of places to shop and eat at it if you follow that philosophy and expect everything to be perfect all the time.
Management is not breathing down the neck of every employee. (Well I guess it's micro managing). Management is training your employees to do their job to the best of their abilities. To trust hat they do the right thing. And to hope that when some issue comes up that they can deal with it the correct way. Managers oversee many people. They can't babysit them 100% of the time.
Not sure if the RA side is same as the club side, but the card are not even printed in house there. They use an external service. I guess they are responsible for managing their staff as well.
