When do you complain about customer service? It's a question I've wrestled with a lot recently, to varying results. As a consultant, I attempt to give my clients the highest level of service and attention. Not only because that's what I would want as a client, but also because I know I am "representing my firm" (how many of us have heard that speech from a school or camp?).
Recently I had a great customer service experience. Unlike New York, make-your-own-salad places are few and far between in Chicago. I have found one place - Freshii - that I now frequent often. A few weeks ago, I unfortunately noticed a piece of bacon in my salad. I was able to avoid it, but was still pretty grossed out and thought I may have to abandon my new-found salad place. That afternoon, I decided to send in a complaint on their webform, just to see what would happen. One day later, I received an email from the President of the company, genuinely apologizing for the mistake. Granted, they are a pretty small company, and I realize not all restaurants would provide the same response, but I truly appreciated the overwhelmingly nice note. In addition to an apology, he gave me two free meals - for me and a friend - anything on their menu. I wrote him back thanking him, particularly for the fantastic customer service. I'm happy that I can continue to enjoy my salads, but I also really appreciate and admire their customer service.
After work yesterday I ran a few cool shopping errands (eyeliner, socks, underwear...really 
exciting stuff). The last errand was Victoria Secret. Since I started shopping at VS a few years ago, I have been pleasantly surprised at their fantastic customer service in stores. They are quick to ask if they can help, point you in the right direction or explain a new line. They gladly measure and remeasure you, and will personally walk you around the store to find items in your size. That's what I call above and beyond, and it's one of the main reasons I continue to return.
Last night I had two unfortunate experiences. First, I asked a sales associate for help finding an item. I had the name of the product (it's not like I tried to just describe it to her) and she pointed me to a completely different product and basically ran away. After finding the item I wanted about 10 minutes later following another search on my own, I was ready to check out. This is where the real fun began. Not only were the line(s) completely disorganized (one of my major pet peeves), there was a group of tourist (Denmark?) who had a very complicated order of sizes, items and which way they wanted this convoluted mess organized and wrapped. The woman directly in front of me must have been paying with pennies because she spent at least 15 minutes checking out for what looked like one bra. By the time I actually got up to pay, I received no apology, no comment whatsoever, despite the 15 minutes I had just spent glaring and rolling my eyes at the sales associates. It was at this point that I debated saying something to the floor manager. When there are additional associates available, I expect someone to see that I am trying to buy three small items, and lead me to another register to pay and get the heck out of there. But that didn't happen. In the end, I decided to not say anything because those tourists seemed really obnoxious and demanding and I felt bad for the girls who had to deal with that cluster. But as I walked away, I couldn't help feeling mad for having my time wasted and upset that their usual level of customer service had taken such a hit.
What would you guys have done? Complain? Or just walk away? Would you have purchased the items? And does anyone ever actually send back soup?
Last week, I brought in my favorite boots to be shined. I've had these boots at least since the beginning of college, possibly since high school. They are an integral part of my wardrobe - I wear them to work, to go out and to bunk around on Sunday afternoons. As soon as fall hits, I break these out and basically live in them until summer. 
