by Anthony Megna

Created on: January 04, 2010   Last Updated: May 03, 2012

A business needs to satisfy its customers in an efficient and friendly manner or it won't be in business for long. It costs a ton of money NOT to have quality customer service, as it is so essential for success.

An example of bad customer service and how it can cost the business time and money actually happened to me not once, not twice, but four times!  How did this happen?  Read on......I drove through a local McDonald's a few months ago to pick up some fast food, which is something I do maybe once a month.  After placing my order through the squawk box, I drove around to the first window to pay and pick up the order.  I've never had a problem with McDonald's, as they are usually reputable in the quality department.  Then I drove home.

After opening up the bag, I noticed what I ordered was missing.  I had ordered a cheeseburger and a salad, and what did I get?  A hamburger and a small order of fries.  Okay, everybody is entitled to one mistake, and I was too hungry to drive back and change the order, so I sat down and ate the meal.  I wasn't happy, but I ate it.  A few weeks later, I went back to the same McDonald's, and ordered something different.  Needless to say, when I got home the order was incorrect, and I was pissed off!  I was more pissed off at myself than anything, as I should have checked the order in the car.  But you know how that is, cars are stacked up behind you and you just want to get home.  But this time I called the customer service phone number and complained.  They sent me a few coupons in the mail, but that is not what I really wanted, I just wanted my order to be serviced correctly.  Anyway, I was now the recipient of some free coupons.

A few months later, I went through a local KFC, and the same thing happened!  Not only was my order incorrect, but I looked at my receipt and was charged the wrong amount for what I ordered.  I sat down and thought about this.  I thought about my time being wasted, and I thought how the companies were wasting money because it's obvious there is a lack of quality training going on here.  The last time I received an incorrect order was at a different McDonald's, and at this point I'd had enough.  I called the manager and really let her have it!  I went off the deep end, but I just felt I had to make a point.  What the hell happened to the days when people would take pride in their work, whether a doctor or worker in a fast food joint?  What happened?  The end result in all this made me very sad that those "good" days are gone.  There is too much bull crap with cell phones, texting, poor ethics, no manners, etc., etc.  Is this why our country appears to be failing?

In summary, what's needed is a long, hard look at how we all do business.  It's evident that things must change, as the time and money wasted has to stop, and stop now!  Respect for upper management is gone, and I wonder why that is?  Too much pressure on the bottom line perhaps?  Yup, definitely!  Zero manners and no regard ethically for how business is done?  It's happening big time, and it needs to be reversed.  Quality customer service is essential to not only running a business, but the more respect shown the customer, the more successful your business will be.  The bottom line will take care of itself!

Learn more about this author, Anthony Megna.
Click here to send this author comments or questions.