Tag Archives: Difficult clients

“Treasured Guests” and Other Trials

I love Disneyland. It’s hopelessly uncool, I know, but the irony-free “Happiest Place on Earth” is a refreshing change from the cynicism required for survival in the rest of the world.

So it was a bit of a “what?” moment when a friend told me that Disney employees have a special code for referring to difficult or unpleasant visitors. So FIY, the next time you send back your burger at the Galactic Grill for the second time and ask to have a sandwich from the Blue Bayou sent over instead, do not be flattered when the waiter calls in a special request for a “treasured guest”; you’re being marked as a certified jerk. Continue reading →

“We’re Very Sorry to Hear about Your Problem ….” – Retaining Your Sanity in a 24/7 Economy

clockI’m starting to feel like I’ve wandered into some sort of Customer Service Bermuda Triangle. I place orders, submit my payment, and the item inexplicably disappears. Last week I wrote about a run-in with a local company. Yesterday I checked on an online order I placed with a different company two weeks ago, only to discover that unbeknownst to me, it had been cancelled because the order form was apparently incomplete.

Fair enough, but my question to them is: you had my email, so why did no one bother to tell me that the order had been cancelled, or better yet, ask me for the missing information so the order could be completed? Their only response was that they were very sorry to hear about my problem, and that next time perhaps I should order by phone so a representative can place the order for me. Translation: “You are clearly an idiot who should not be using a computer. Next time pick up the phone. Can you handle that?” Thank you, but I don’t think there will be a next time. Continue reading →