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| - May 23, 2014.. well that was interesting.I'm a big believer in redemption stories.. I know I always want a chance to make it right if I've screwed up with new or existing customers. To that end, I just visited this dry cleaners again. As I said earlier while I don't trust them to get my business shirts right after two tries, they do repair and alterations work well. So I took them a pair of Levi's with a torn belt loop and two casual shirts that don't need special attention, just cleaning. So I went in..then it got weird..I put my stuff on the counter... so as the owner put my name in the register, he got all hurt look. Ask me why I was putting bad reviews on his business and why I came back. I told him the reviews weren't 'bad', they were my initial two experiences with his business. I changed the second one to update it to say they did do alterations and repairs real well. Again he ask why I'm making him look bad with my reviews. I ask him if he wanted me to lie about my experiences just so he wouldn't look bad. He then blamed me, again, that I must not have told them to fold the shirts. He said we got it right the second time so why was I making him look bad. I reminded him the first time it was two shirts. When I got them back on hangers after giving clear instructions, I just took them home and folded them myself. The second time it was one shirt, again brought out on a hanger. When I reminded her of my order, she quickly took it in the back and did a pretty poor job of folding it and wrapping it in plastic for travel. (John's folds the shirts with precision, wraps them with precision then put them in a box). After hearing him blame me again for not telling them, I ask him if he thoughtI would drop off two 90 business shirts to a new cleaners without giving them clear instructions of how I wanted my shirts? I told him I've been doing business travel for 15+ year and would never not mentioned how I needed shirts that I knew had to come immediately into a suitcase for my next trip. He then said I was making him look bad again. I said I left the first time thinking maybe they just didn't have a register that could make a note to medium starch, fold for travel? He says they do, I probably didn't tell them. That his employee has been their 9 years or something and they don't make mistakes..they pride themselves on the details.. I said well that didn't happen. Twice. Again with the why do keep coming back and putting reviews that make them look bad. In frustrating, I said "Jesus!". Grab my stuff off the counter and left completely bewildered.
Maybe next time, rather than defend his reputation or employee or never admit that a mistake is even possible he should try "Jim, I'm really sorry about that. We screwed up. Twice. I'd love a chance to make this right and get your business. I'm committed to doing right by you"....just a thought.
I'm done with them.
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