Customer Service Will Make or Break Your Brand

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As marketers we spend so much time and money trying to get our customers to notice us. When we get the opportunity, we need to do everything we can to make it the very best possible experience for the customer.

Last weekend we went to a friends house and they had a few pizza’s from Papa Murphy’s. They were pretty good and as I have never had a pizza from Papa Murphy’s it was a nice first introduction to the company. Yesterday afternoon, I received an interesting coupon book from Papa Murphy’s. I looked through it, but wasn’t really interested in a pizza at the time. Then on my way home from work today I was thinking that a pizza sounded pretty good as I didn’t want to cook anything. Immediately Papa Murphy’s came to mind. Although I had never ordered from them and was quite pleased with the ready made pizza company’s I normally used I thought that I would give them a try. I got online and was very pleased to see that they had online ordering. I don’t know why, but I love being able to order a pizza or buy something online. It just works for me.

I placed an order for a simple pepperoni pizza and an order of cheese bread. I paid for it online and was told that I could pick it up fifteen minutes later. I was kind of surprised by how fast that time was and didn’t make it to the store until 20 minutes later. When I placed my order, they had said to walk up the Order Online sign in the store and not to go to the cashier. So upon entering the store, I walked up to the sign and stood there. Multiple employees came up to the counter and didn’t even acknowledge my presence. No hello, how may help you, are you here to pick up a pizza, nothing. They would call out people’s names and I began to think that I was early and they were filling orders for other people. I moved to the side and just stood there. After about twenty minutes of me standing there and the store almost being deserted, the “manager” asked if she could help me. I said that I was there to pick up an online order and she went into the back and picked up my order that had been completed before I had even shown up. She almost seemed annoyed when I said that I didn’t know that I was supposed to command their attention. She made the comment that, “how are they suppose to know that I was waiting for an online order.” She has a point, but how am I suppose to know what their procedures are? It all boils down to customer service. How hard would it have been for one of the people making pizza’s in front of me to ask if they could help me? I don’t think it would be very hard.

Most of us would give just about anything to get a customer in our doors. Once they enter our shop we need to do everything in our power to make sure that the customer has a pleasing and enjoyable experience. Will I go back to Papa Murphy’s? I don’t know. It really depends on my needs and wants for a pizza. But believe me when I say that I will remember that crappy customer service before I ever order another pizza from them.

One Response

  1. Gretchen
    | Reply

    Amen! There are very few places that offer good customer service anymore.

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