The Best and Worst of Customer Service

The Best and Worst of Customer Service

September 8, 2011

After nearly a year and a half of planning, my daughter and her Fiance were married this past Saturday. She was beautiful, the Groom was adorable and this major milestone was a dream come true. Our family, guests and the Bride and Groom had a magical time celebrating becoming high school sweethearts for life!

Being in the business of customer service management for 18 years, I knew something was bound to go awry. Not being negative, just realistic! About 2 weeks away from wedding day we discovered the reception venue would not be available for set-up until AFTER they were married…hmmm seems to be a bit of a problem!

This dilemma lead to many extra tasks a new Bride would not need to endure, hiring extra help, more meetings and several additional e-mails to send. Clearly our reception venue had created a huge problem for us because of poor planning on their part. It really did not surprise us as during the course of planning, we had experienced mediocre customer service at best.

Things escalated quickly to upper management as you might imagine! Upper management fully admitted the lack of customer service and planning on their part and went into action. Plans were hatched, financial compensation was made, and upper management follow-up was executed.

NOW THIS WAS GOOD CUSTOMER SERVICE IN MY BOOK! Customer service breaches are bound to happen BUT it is how the breaches are handled that matter. We most definitely experienced pain and suffering through this ordeal, in the end the venue made everything that was wrong…right. The reception was beautiful, the staff was attentive, and my daughter and son-in-law had the wedding of their dreams!