About a month ago, I wrote about notifying a company if you experience a break down in customer service and specifically, about an incident that occurred at Grand Lux Cafe – my dessert was missing from a take-out order and the manager refused to issue a credit, instead offering me a gift card. The gift card never arrived so I complained via the company’s website, and was contacted by the restaurant’s general manager, who apologized and said he was sending a $25 gift card.
I just wanted to let you know that I did receive the gift card the week after I spoke to the general manager (although I just got around to sending them a thank-you email today). A couple more thoughts worth noting:
- Every time you talk to someone about a problem, take notes. Write down the date, the name of the person you spoke to, and a brief summary of the discussion. You may need this information later (in this case, I was able to include the name of the manager who refused to issue a credit when I contacted Grand Lux through their website).
- Follow up. It would have been easy to say “forget about it” when the gift card promised by the manager who refused to issue the credit never arrived. I probably would have done so if I hadn’t been so irritated by the thought that the restaurant had essentially stolen from me – after all, they had taken my money and failed to provide the item that I paid for. It’s especially important to follow up if the situation bothers you – being proactive is a good antidote to being bitter.