Comments on: When Things Don’t Quite Go Your Way

By: Valuable Reading on Writing and Blogging | Word Sell, Inc.

Valuable Reading on Writing and Blogging | Word Sell, Inc. — Wed, 02 Apr 2008 11:27:10 +0000

[...] Robert Hruzek tells a story with several morals for customer service providers and providees. [...]

By: Robert Hruzek

Robert Hruzek — Fri, 21 Mar 2008 04:19:18 +0000

Oh, sure, Amy – easy for you to say!

Sounds like you handled the situation well, though – no screaming tantrums, no throwing food or anything…

What really burns my cookie is when they acknowledge the shortcoming, but do nothing to try to win your business back! That’s when you know they really don’t give a whoop. Generally speaking, that’s the last time I’ll darken their door – plus, I tell everyone I know, too.

By: amypalko

amypalko — Thu, 20 Mar 2008 17:36:52 +0000

Well, I have to say, Robert, that I’m kind of glad that abby-normal stuff happens to you – that way you get to come back and tell us all about it
Hmm, bad service… well, there was the time that a waitress brought the wrong dish to my table, and I started eating it before I noticed it was the wrong item. She them kicked up a huge fuss and told me I’d have to pay the £15 difference. I told her there was no way I was paying the extra because of her mistake, and to tell the manager I needed to speak to him right away. He was extremely apologetic, and we got our dinner for free. Did make me cross at the time though…

By: Robert Hruzek

Robert Hruzek — Wed, 19 Mar 2008 13:33:59 +0000

Good for you, Jackie! One giant leap for mankind, and all that…

A role at the United Nations, eh? Well, I gotta tell ya, that was a “blow milk out yer nose” moment! All I can say is, it’s just an honor to be nominated… Unfortunately, I’d never last in that political soup!

By: Robert Hruzek

Robert Hruzek — Wed, 19 Mar 2008 13:28:28 +0000

Brad, I know the scene you mean. I think what makes us laugh so much about it is our nervous embarrassment at recognizing ourselves in that scene. I mean, who hasn’t felt like that at least once or twice?

But here’s the kicker: One must realize – it’s only a test! Just because the other person may fail doesn’t mean I have to!

I just wish I could honestly say I’ve passed that test, every time. *sigh*

By: Jackie Cameron

Jackie Cameron — Wed, 19 Mar 2008 13:09:57 +0000

Hey Bob great story and I so agree with Brad’s comments. Now I have to admit that I have – in the past – found myself losing my cool when I get less than OK customer service ( in the UK we accept a whole lot more in bad service than I think you guys do in the US) but in a recent situation both the provider and I felt we were OK at the end of what could have been a nasty situation.
Ever thought that you could have a role at the United Nations?
Jackie

By: Brad Shorr

Brad Shorr — Wed, 19 Mar 2008 11:18:05 +0000

Good points, Robert. Most of the time customer service instruction focuses on the provider, but it’s just as important for the customer to stay cool. BTW, when you rent Young Frankenstein, why not pick up Planes, Trains, and Automobiles as well? There’s an hilarious airport car rental scene where Steve Martin fails to heed your advice and goes ballistic on the agent – you recall?

By: Robert Hruzek

Robert Hruzek — Tue, 18 Mar 2008 17:03:38 +0000

@ Mike – You’re too kind! But you know, it really takes less effort to be pleasant about things; after all, this guy was something of a victim, too.

@ Joanna – hey – great idea! Will it earn a 50% discount to Sardinia? (Bwa-ha-ha-ha!) Sure wish I could come!

@ Shawn – Sorry to hear that! I trust it turned out well, though. And amen to Young Frankestein!

By: Shawn

Shawn — Tue, 18 Mar 2008 16:46:36 +0000

I had a similar car rental experience despite reserving way early. Yuck.
Young Frankenstein rules!!

By: Joanna Young

Joanna Young — Tue, 18 Mar 2008 15:25:54 +0000

Great story!

Maybe nowadays you should book things under the name of Robert “The Middle Zone” Hruzek and they’ll know to give you an instant upgrade and forget the bits along the way!

Joanna

By: mike

mike — Tue, 18 Mar 2008 13:11:05 +0000

Robert, I appreciate your point of view–I have known more than a few who felt it was their calling in life to put service people in their place.
Preach it brother—