Sorry Jiffy Lube you were the unfortunate conversation of our meeting to today and how to not serve customers. I saw that with a smile on my face because even though I greet each day with love in my heart, the unfortunate calamity of your flawed culture led to each person down the line squashing the complaint.
The good news for you is that you have an opportunity to do something about it. I received several RT’s ReTweets yesterday from other people who shared my story to their followers. Although the story only reached 10,000 people yesterday I’m sure it reached a few that might matter to you.
Additionally we were able to share your story and some that countered it. A story was told about Gaylord Entertainment and Hotels where a client was waiting in line a long time to check into his hotel. He Tweeted the line issue and they instantly dispatched 3 people to the reception area. They have people that are consciously searching and addressing complaints.
We now know that Jiffy Lube prefers the opposite. I was able to tell my story to the sales team. Amanda went to the pharmacy and told everyone there. So whether it goes viral or not is irrelevent. People close to us have been told. People that work within 3 miles of the Jiffy Lube. One thing I’m certain is that the cost of not handling the complain will be far greater than that of handling the complaint. Similar to my horrible Circuit City experience of which I was sure to tell anyone in the market for anything electronic over the last 5 years. Now their bankrupt and we’ll never know if my story spread enough, but I told it personally to 100+ people (the whole 20 minute version).
If Jiffy Lube does react in a more positively way, I’m committed to blogging about that too.
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