Update – February 17th – I have written a blog post to give steps on solving negative complaints generated online – 5 Problems Generated by Negative Social Media and the Solutions
Update February 29 – Nisa Buller, Retail Operations Manager for SBCC called and talked with me. She also submitted this email.
My name is Nisa Buller and I am the Retail Operations Manager for The South Bend Chocolate Company. I oversee all 13 of our corporately owned stores and want to personally apologize for the bad experience you had at our downtown Indianapolis location and with the miscommunication of how it was handled at our corporate office along with the unproffesional blog posts of our manager at this particular location. We take pride not only with serving a great product but have very high standards and expectations for our managers & employees to deliver exceptional customer service! Our motto is that our customers ALWAYS come first and without them we would not be able to continue to grow and build a stronger company. With that in mind I appreciate you taking the time to express your complaint and concerns regarding the incidents that took place so we as a company can address the problems or areas of concern that need improvement. Although I wish I could have gotten involved sooner to avoid the miscommunication and broadcast of a negative experience I respect you taking the time to point out areas in which you felt we failed to deliver the high standard of service that we expect all our customers to receive at The South Bend Chocolate Company. Unfortunatley there are times in business when you can learn the most from negative feedback to address the areas of where the system has broke down or why policies & procedures are not being implemented to company standards. The last thing that we want to hear or read about is a customer having a negative experience or for us to lose a new or loyal customer because we did not handle or correct the problem in a proffesional manner. I am personally taking the necessary actions to improve upon all areas of our retail locations regarding service, managment, staffing, cleanliness and communication so an experience like yours is not repeated with new,current or future customers. Also want you to know that we are in the process of updating our website and looking into other areas of technology that we can improve communication and networking for our company…so yes we aware we are behind but are working on it! 🙂
Our compnay has been in business for 21 years and with the loyalty of our customers, relationships built with new ones, and the hard work and dedication of our employees we have been able to produce great products for many years in which we want to keep striving for the opportunities to create more and to better satisfy our customers…for they are what keeps our operation going and what we value so greatly!!!
Again I apologize for what happend, thank you for your comments and hope we have not lost you as a customer! The next time I’m in Indy I would love to be able to meet you in person and take you to lunch. Really enjoyed our phone conversation and hopes this can help shed a better light on the situation. Please feel free to contact me directly at any time if needed and I look forward to meeting you!
Retail Operations Manager
Let me preface this post and say that this is meant to be constructive criticism. I am absolutely obsessed with customer communication and when an entity fails… I write it up. It is very rare that I am brought to the point of extreme frustration where I write a blog post about a local company. However… it happened yesterday.
I work downtown and I usually walk down to a local restaurants to grab a quick lunch in between meetings. We have Au Bon Pain, Qdoba, Jimmy Johns, and many delicious options within walking distance of our office (competition). I decided to try the South Bend Chocolate Company because I had a meeting there earlier that morning and had noticed the lunch “side” of the store.
Needless to say, it was an epic failure in regards to staffing and customer service. There was one employee staffing the lunch side at 12:30pm on a Monday. One employee!! There were five people in line and I left in frustration after ten minutes on one salad for a large order. I didn’t have the time.
I proceeded to spend money at another restaurant and wanted to at least be helpful and tweet or email SBCC. I searched the Internet for a contact form,
Twitter account (the Indianapolis account does have a Twitter account – @SBCCindy , or an email to send the corporate office. No such tool existed. I finally found the contact page on the 1993 website and they only had a phone number and mailing address.
I called the phone number and was directed to a corporate manager. Here is how the conversation.
Kyle – Hey Corporate Manager, I had a really bad experience at your store in Indianapolis. It was terrible.
Corporate Manager – Oh really? That’s not good. What happened?
Kyle – Well… you only have one person staffing the lunch side at 12:30pm.
Corporate Manager – Oh that’s weird! I have 4 managers down there!
Kyle – I left after 10 minutes because it was so slow. You really should check this out. It was really bad.
Corporate Manager – Well… I guess you wont be coming back for lunch.
Kyle – Umm.. (nervous chuckle) You know that people are talking about the experience on Twitter and Foursquare right?
Corporate Manager – We don’t have a Twitter account and what is Fourspot?
Kyle – Oh… Well I just wanted to let you know
Corporate Manager – Thanks for calling.
Where do I begin? I freaking love the coffee at SBCC but the experience has been ruined. They had an advocate that was top tip on Foursquare (16) which read “Best Coffee on the Circle” and then I added “Terrible Customer service yesterday. Called the corporate office and they failed as well. Terrible.” We will get to that in a second.
The corporate manager failed to save the customer. She failed to save face. She had a worthy advocate calling her because I love the company! I wanted to let her know that her managers are failing in Indianapolis. I wanted to help a local business.
She didn’t ask for a name. She didn’t “really” apologize. As much as I want to believe that she was sorry… I don’t.
They have a total of 1140 check-ins with 655 total people on Foursquare. Many are probably customer advocates but there are people like me who post something great and then the experience is ruined because of a lack of customer service direction, management, and online engagement.
To their credit, SBCC has many positive reviews on Foursquare and Google Reviews but they also have some bad reviews. The problem? They are completely incapable of engaging the customer in the online environment. They are not listening to the customer feedback online… the real time feedback driving the majority of consumers in this nation.
A co-worker of mine was also in line at SBCC and had the same experience but even worse. She found a wire in her food. Here is what she said:
“I occasionally like to pop into the South Bend Chocolate Company for a quick lunch. Customer service is typically sub-par, but I’ve dealt with it just for the sake of convenience. Today’s experience has left me with no choice but to never eat here again. I ordered a buffalo chicken wrap with blue cheese dressing on the side. I ended up a chicken Caesar wrap that included a special ingredient in my first bite: a piece of wire! I returned to get a refund and make management aware of the issue. She explained that piece of wire is probably from the grill brush, as if that should make it ok. I should add they were nice, apologetic and gave me a full refund with no hassle. However, it was not enough to retain me as a returning customer.”
This is a great example of a company failing to evolve with the changing world of digital communication. It is also a good guide on how to direct customer service and the development of customer advocacy. The employee in the store gave my co-worker a full refund and yet “corporate” failed miserably to bring me back…. and win me over.
Let’s talk about another company, Starbucks. This is a global… massive… huge coffee company! They have two stores on Monument circle. When I walk in every morning at 6 am guess what happens?
“Hey Kyle. Do you want your grande Pike with room this morning? Any food today?”
Where do you think I will take my business in the future?
What are the lessons here?
1. Listening is one of the more important things you can do in the world of business.
2. Listen to your customer both in the online and offline environment.
3. Be aware that you have an extremely large interactive marketing company right above your store.
4. Don’t offer free Wifi and not keep your other technology (marketing) up-t0-date. You are giving customer’s the ability to post from your store and you are not giving direct feedback.
5. Create training classes for management on customer service and development. You have the ability to turn a digital native (like me) to a raving fan.
6. Follow @brewhouse and learn from the master of customer communication in the food & beverage industry.
7. You can talk all you want about amazing chocolate and coffee but the customer experience is what sells your brand.
8. “What I do care about is that you conclude that your company needs to change the way you deal with the customer now, because the customer has already changed the way they deal with you.” – Paul Greenburg
I will be printing out this blog post and mailing it to the SBCC corporate offices. Why? I’m not sure they will ever know this blog post exists without using the US Postal service. Hopefully this will help them in the future and build more credibility throughout the city.
I'm sorry to hear anyone ever receives a bad customer experience in a very competitive environment. However, I think as interactive marketers/social media professionals it's silly for us to expect every retail connection we make to have a full social media strategy complete with a LBS strategy and Twitter community.
I also think they tried to listen "what is Fourspot"? I think that was an opportunity to educate and help guide them to a forum where conversations were happening. (That is part of what we do as professionals that work in this space, no?) You don't know what you don't know, how is that an epic fail?
Jess – This is not meant to be a social media post. It is meant to be a customer service post. The what is Fourspot was not a question but a comment. I'm not sure how "you don't know, what you dont know" pertains to this situation. We are talking about current information, updated website, customer service, and creating customer advocacy is not a new concept. I feel like I wrote this post to help educate them.
Also… I'm not talking about a full social media marketing strategy. I'm not sure I ever mention that in the post. I'm talking about listening…that's pretty simple.
My mistake. Taking the time to stop by and read the whole post, I came away with a different interpretation. Given the headline, several mentions of being unable to tweet them due to lack of Twitter profile, LBS check-ins, and the lessons learned from @brewhouse and living below an interactive marketing firm, I assumed this article was about both, or the social business/social customer and serving the social customer.
It came across to me as a "lack of social media savy" post to me as well. FWIW, speaking as a cafe owner, sometimes the business needs to "be there" before staffing levels can be raised. Not every food service establishment can or wants to react instantly to Tweeters and 4 spotters wanting fast food. My advice? Cool out on the grande Pikes and be a little more patient.
Of course I put more emphasis on social media. I write constantly about social media but this is also a customer service scenario. Why not ask for name and information when someone calls in? Why are there not email contact forms on the website?
I don't reference the ability to instantly connect with customers via Twitter. I do reference the importance of listening to the online community and knowing when something is going wrong.
And Mike, if you want to come to Indianapolis I will buy you a Grande Pike and we can chat about business.
I already live here and Starbucks is overpriced swill, but thanks for the offer. I just had to comment though: "online community" = oxymoron.
I always hope that people will leave constructive comments and help build content that will drive the success of people who read this blog. You have done much more than that… thanks for really contributing to this post.
I absolutly see this as a customer service issue. Customer service to me is the ability to engage the consumer and provide the best experience in any and every way necessary, including face to face, phone and social media. SBCC had the opportunity to succeed, but nistead failed in all ways according to the post.
I don't think it's a matter of impatience. 10 minutes is a long time to wait in line for even the best product and best service. The fact that they were oblivious to the awful service and perpetuate it to all costumers is the issue here. They may know how their costumers really feel if they were listening, in-store or online.
I probably went a little extreme on the headline. Thanks for the comments Jessica!
I appreciate this post. Just a few nights ago, after a Daddy Daughter Dance, my girl and I had dinner at Charlestons (Carmel)–where we received noteworthy customer service. While away to the girls room the staff accidently picked up my daughter's food and our waters before we were done. The quickly remedied the issue by making her another full order of her meal to take home, and the manager himself brought the food to us with a smile and an apology. He truly shined. By this time we had finished our ice-cream Sundays and was ready to pay the bill. Much to my surprise they did not charge us for the ice-cream. This was truly a great experience. I posted it on their FB page and now here.
They created a customer advocate by listening to you and delivering on their promise of great service. That is what is important! You will probably return and your ability to share about the store on social media has helped their overall brand. Thanks for the story Des!
Leo's Pet Care
This post brings up important questions every business should consider. Will SBCC actually lose any business because of negative online reviews, or is their business 99% walk-in traffic?
Would it really profit SBCC to have two employees in the store? If you were the only customer they lost, your lunch would not have paid for a second employee's wages for a whole day.
I wonder if maybe they've learned that satisfying 80/100 clients with one employee profits more than satisfying 90/100 clients with two employees? It's a little painful to think of life this way, but SBCC has been in that spot for a long time – one would think they must be profitable, and therefore must have figured out the ROI of employees vs. customers.
Heck if I know, I'm no mathemagician. Call @PeteThePlanner HAHAHA
Starbucks and Charlestons must similarly have learned that for their industries and locations, it's profitable to encourage staffers to remember your name and your order and make you happy. Or maybe you're just lucky and that same Starbucks or Charlestons employee working at SBCC would have wowed you there too, I don't know.
Unfortunately, some industries feel the cost of great listening outweighs the loss in income from poor service. If you really wanna chocolate, you'll wait yer turn. That's why the entire cellular / telephone / cable industry is still in business IMHO. We feel angry when snubbed by these companies because we want to feel like more than a number. It sucks to feel like just another salad.
This is nothing new right? The customer has the power and even more so! What Starbucks does that is great is training… not coffee. They train their employees to live the brand of the consumer not their bottom line.
Thanks for the comment!
There is nothing worse when getting a lazy "I'm sorry" when filing a service complaint. Well, I'm sorry you won't get any more of my hard earned money.
Anyone who thinks that companies can't evolve is going to be left behind. Case in point: I was on Ball State's campus when Scotty's opened their first location. I went in with a negative attitude as they had shut down my favorite bar to clear the way (RIP: Mugley's). I remember ordering a chicken sandwich. I got, literally, a chicken breast in a bun with no sides or toppings. The waiter informed me that everything was extra. Worse yet, it cost $6, which was expensive on a college budget in 1995. I wrote a long letter to the proprietor expressing my frustration. I never got a response.
I like to think that @brewhouse has that letter in a drawer somewhere. Today the same company that left me so disappointed with service is now "the master". Had they not evolved he wouldn't have locations spouting up all over the state.
SBCC had better get it together or there will be a prime piece of real estate available on the circle before you know it. The little things make all the difference and if you can't get them right it's a huge problem.
Brewhouse is the master of communication… for sure. Thanks for the post Rob!
Great post… customer service is absolutely KEY in business. People will forgive quality customer service because it say's something about the brand. If you called Starbuck Corp. I highly doubt you would get the same reaction.
My first job was in customer services and my boss always told me "our customers CHOOSE us and they can just as easily choose someone else."
As for social media (Whether this post is about that or not) , SBCC should have a strategy in place to address and turn around this problem with their customer service and reputation.
While ineffective and doubtfully genuine, at least the SBCC manager wasn't hostile, which is the experience I had at South of Chicago Pizza recently. These customer service don'ts make the do's shine so much more.
I've been in SBCC for lunch before and remember it being pretty slow (this was several years ago). It's surprising that they keep surviving in today's competitive environment, especially since they are not competitive on the customer service front (or the tech front for that matter). I think it is great that you gave them an opportunity to learn from you and hope that someone who has some vision and authority will read your post. It's very valuable information that was pretty nice of you to share.
Indy girl living in SoCal:)
My guess is that they survive because the majority of the people love their chocolate and coffee side… which is excellent. Thanks for the comment Socal! 🙂
The internet is a powerful tool, but so is actually talking to the manager in person. When service is poor, it's best to notify the manager (me) immediately. I truly appreciate it when unhappy customers ask to speak to me when they are unsatisfied. Sometimes I am unaware of experiences like this. I am always sure to do the best I can to resolve the complaint and gain a returning customer.
Carly – I appreciate the response! I would look upon this experience as good rather than bad. Most people do not go out of there way to tell about a bad experience. Most people duck their heads and never return to the establishment. Is this a learning experience? Probably. It is not a matter of whether or not I approached you but it is how your corporate office actually handled the situation. Sure… you could have probably had two-three people over on the lunch side. However, Nancy should have gone out of her way to take my name down and call you in order to allow you to fix the situation.
Kyle, another problem that I see for SBCC (Monument Circle) is that they lost multiple vocal customers due to their "lunch side" customer service, instead of their true niche, chocolate. Props to SBCC for trying to extend their reach in the chocolate business by offering a side door to their chocolate room, but it seems as it has backfired for at least two customers.
SBCC should of at least listened to your guy, Seth G., when he said "If you’re going to waste time (and I hope you will) the least you can do is do it well."
What's the most sad about this story is, it's generally well-known that most small businesses try to take more of an interest in their customers by remembering names, types of coffee, etc, because that's how a small business gets noticed and appreciated. However, the opposite is happening here. Starbucks, as you said, a global company, is more concerned with client interaction than a small company.
It is extremely sad to hear how this company not only is not connecting their customers online, but they apparently don't care about them in person or over the phone, either.
I hope that this article is brought to the companies attention and I really hope they can improve themselves.
Thanks for sharing!
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It appears the crux of your dissappointment was a lack of staffing at the business. There are no call/no shows, late arrivers etc. This is the nature of some employees in the service business. An independent has to make the choice of overstaffing (hurts labor line) or staffing appropriately and praying that everyone shows up that day. If they don't, the owner is forced to open and trudge through it OR close. Most independents will open and hope the customers will understand.
Large corporations like Starbucks can afford to have "more than they need" on hand but they face the same issues and employ similar people. They can absorb the higher labor cost to their spreadsheet.
Lastly, not all businesses participate in social media and shouldn't be forced to. There are dozens of successful local businesses that have been open for years that run into similar service problems and keep right on going. I am a fan of your work and many others in the Social Media space but SM is not and never will be the "be all, end all" to a companys' success or failure.
Face to face resolutions and word of mouth have kept most businesses around 40,50,60 years.
Maybe I need to preface the post again and state that this is not a social media post. This is a post that was started at social media but grew into a customer service issue. I also never stated that social media is the "be all, end all" to a company's success or failure. If you read this blog you should understand that I don't believe that at all.
The problem is with the way corporate and then the management handled the situation. I am literally three floors above them and no attempt has been made to save the relationship. Maybe it doesn't need to happen? I don't know. I don't own a restaurant. However, I do know that other restaurant owners would agree with me.
The personalization of Starbucks has nothing to do with staffing. The point is that they know and they take the time to train their staff on knowing what customers want… a personalized experience. It doesn't matter your budget… you can still train your staff on the personalization on a brand. We are all a small piece of branding within an entire organization… whether ExactTarget or South Bend Chocolate Company.
You can either train your employees to understand and live the brand or not…. I don't care if you have 5 or 5000 employees.
That is exactly the reasoning behind the long wait…labor percentages to sales. February, except for Valentine's Day, is a very slow month for SBCC so staffing must be kept low. I appreciate you voicing your opinion!
Staffing, PR, and Long waits are not the issue of the post. Communication is everything. Training the staff to say, "I apologize for the wait. We are staffed a little lean today. I will get to you as soon as I can."
That would have cured the process.
Or training corporate to say, "Sorry to hear that happened! Could I take down your name and information to forward it to our manager Carly at the location? She would love to know and loves feedback."
That is the issue that has the potential of being resolved.
I feel like no one really understands the point of this post; as Kyle has to keep correcting what the point is. It sounds like a preppy, tech guy complaining about a company not using social media just because he didn’t get his lunch quickly enough. And communication works both ways; especially if a customer is unhappy. I welcome criticism from my customers (I am in sales)! If I have a bad experience anywhere, it’s best to ask for a manager. If you don’t have the time to wait, call them directly! PS who has all this time to complain about one lunch that was a little understaffed??
Kyle, the long wait was the exact issue of your post. You turned around and left the place because they were understaffed. You didn't know if someone called in sick, someone was in the bathroom. etc. You called your inconvenience during one snapshot in time, on one particular day, an "Epic Failure" and then held the business hostage to a SM fix. Granted if the conversation with the manager happened the way you write it happened that was less than stellar, but this entire post, to me, is overblown and hurt that local business more than helped.
I respectfully disagree. Let me address your multiple points separately:
1. "you turned around and left the place" – I waited for ten minutes while watching one individual make a salad. When I realized I didn't have the time, I turned around and walked out to spend my money somewhere else.
2. "One Snapshot in Time" – Based on Google reviews and Foursquare posts… this is not the only time it has happen at the store.
3. "held the business hostage to an SM fix" – I'm not really sure what you mean by this but I will still address. I'm holding the business hostage to a customer service and training fix.
4."conversation with the manager happened the way you write it" – I want to be clear that I talked to corporate on the phone not Carly (the local manager). My friend from work did speak to management about the wire in her food and was given a full refund. That is excellent! The conversation did happen and it was with corporate.
5. "overblown and hurt that local business" – I'm not sure that this situation is overblown. As a business owner (which I have been), I would much rather know about a situation than not knowing. It is that simple.
The "Epic Failure" is that of corporate for not developing the training, communication strategy, and giving Carly the tools to successfully deal with situations like this.
I've visited that place once when I was in town and was less than impressed, but…
I find it interesting that you took the time to call them to "help" them but then turned around and broadcasted the experience as "EPIC Failure…" to at least 24,000 people (multiple times on twitter) in the name of "constructive criticism" when you are really just promoting your blog.
You have every right to do it, but I wouldn't call it constructive. I guess I hope your actions will help them kick it into gear instead of costing them potential customers. Even if they fix the issue they've probably already lost some because of your post.
It's not your problem — it's theirs — but don't think you didn't do some damage to a local business.
That's your gig, I get it. I just don't think it's fair to annihilate a business that probably has the same limited resources, staffing issues and probably a poor management that many businesses struggle with, all in the name of promoting "conversation." I guess we agree to disagree.
Conversation is the only thing that elicits real change. You can ignore it all you want but a business will only adapt and grow when real change happens. So who is the catalyst for change if the management is not? I would argue that the customer is the biggest catalyst for change over any part or segment of the business. I just happened to have a larger and louder speakerphone.
This happens when you try to run retail business on autopilot.
I'm with you on this Kyle; SBCC is great, but they always seem to have really poor service and a terrible understaffing problem. I really think if more loud/visible voices begin the conversation they'll take notice.
Also, my shameless plug for great customer service and awesome food goes to Potbelly next to Starbucks. Great Sandwiches FTW.
I am so sorry to hear that about your bad experience. I work just off the circle and my group goes in nearly every weekday for coffee. The staff knows our names and what we order. More than that, they have always been really good to us for the last five years I have been going in. This does not mean that we have not had the occasional issue, but whenever that has happened, they go out of their way to resolve it. Interestingly enough, when my group goes in, there are 4 to 8 of us, so we always slow down the line and we even get special drinks sometimes.
I think that Lisa (one of the managers) has said that we are one of their largest morning groups. I am not the expert on marketing and staffing that Kyle Lacy is, but does it really make sense to schedule extra staff for a 20 minute rush every weekday caused by a large group of 4 to 8 regulars? What is the profit margin on 4-8 coffees compared to an 8 hour shift of another employee?
I have no qualms with the drink side of South Bend Chocolate Company. Thank you. I have an issue with their corporate entity and how they have trained their staff to deal with problems such as this. Thank you for contributing your comment. I do appreciate it.
My other comment:
Mr. Kyle Lacy, your ten minutes must be more valuable than mine considering how put out you were to wait in line. That you were so outraged by this that you totally trash the management of the enterprise and the company's ability to function in the modern world of twitter, facebook, and fourspot is quite revealing about your talent as a commentator on social media, innovation, and marketing. I guess any business with a line to the cash register, a phone operator who doesn't know about fourspot, and that makes you wait for your incredibly valuable ten minutes is EPICALLY FAILING. Thank you for saving us from such a tragic fate ourselves. I hope you find happiness elsewhere and I am sure that you will be missed, ha.
I like Bart better than Mean Bart. I will respond to each of your personalities. 🙂
I may have gone overboard on the wait time in line because that is what everyone seems to be focusing on. The point of the post is the way that the establishment (corporate) dealt with a phone call from a concerned customer. I called to let them know that they were understaffed and they were probably losing business. The corporate manager (not Carly or Lisa) didn't really care that I had a bad experience.
This is the issue. I've waited 10 minutes before in line. That's not the problem. I wasn't even that upset until I called management to alert them of the problem. It is the lack of empathy from an organization that prides themselves with great service that pissed me off.
I'm sorry you had a bad experience, but you should have tried to talk to me first before calling corporate or writing this crazy blog. I am right downstairs. I represent the company much better than they do and your outcome would have been dealt with much better. You probably would have become a returning customer! Oh well, too late now 🙂
We are all still missing the point here. I'll have a follow-up post tomorrow.
Here is a more constructive post:
5 Problems Generated by Customer's Social Media Complaints and the Solutions (new post) > http://bit.ly/A7MlFs
I hope this helps the situation. You could also use this to champion better customer service from Corporate because it does matter.
Are you truly a representative of SBCC Carly? If so, then you are still missing the point of his post. You just missed ANOTHER opportunity to win back this customer by writing:
"You probably would have become a returning customer! Oh well, too late now 🙂 "
Why would anyone want to come t your place of business after you just proved the entire point of his negative experience?
If you want an example of reasons to shift to better customer service and technology… see Kodak. I'm pretty sure they just filed for Chapter 11.
This specific incident has less to do with the in store experience, and more to do with the call to management. That call should have had a different out that would have kept the customer. Strike one was the experience. Strike two was the way management handled it, even if it was only an inconvenience and not screwing the customer over with horrible service after they paid.
Instead, these days, businesses need to know that sometimes, you get no strike three.
Have you deleted posts? I am not seeing my post from yesterday…
Absolutely not. I never delete comments. There is a small button that notes the amount of replies under a comment. You may want to click that. It may be buried.
Well, I don't see it anywhere. I even received confirmation to activate my comment subscription. I watched it post–highlighted in yellow and everything. Where could it have gone?
Sorry Mel. 🙁 I'm not sure where the comment went. I didn't delete it. I would encourage you to resubmit.
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