I got into a mini debate with a friend of mine regarding Customer Service and I wondered how many people felt like she did and how many felt like I did.
She has a toddler who she takes with her to work (she is a nanny). Her toddler did what toddlers do…color, draw, doodle….all over a genuine leather couch cushion (think $$$). She of course, freaked out, as i’m sure all us moms would (and this is why my couch was bought used…lol). So she called some cleaning companies but their prices were very high. She took it upon herself, and took the cushion to Ethan Allen in a poshy part of Los Angeles. When she was there, the clerks didnt really have much to say to her, just suggested that she take it to a cleaning service and that’s all they offered her. She then was very upset and said that they were rude and unhelpful.
Now, I wasn’t there and this wasn’t clarified, cause I understand very well how a customer service clerk can have a “tone.” But I said, well really- if it were me, I would have called first to see what they said, why would you expect a retail store to help you for a cleaning? She got upset and said because regardless of what she needed they should have been more helpful.
Ok- I love my friend, really, but in regards to customer service– why judge or expect something of a store when what the RETAIL store does is SELL items not CLEAN them. I understand that she may have thought they could offer a suggestion, but to expect it, well I just don’t agree. So I wonder how many of us do this. Go somewhere expecting something that is clearly not in their realm of business, but then get upset when they say “sorry, can’t help you.” To me… that’s just unfair to the retail store. There are LOTS of horrible customer service reps out there that genuinely deserve the “rude and unhelpful” labels (WalMart– I’m looking at you), but I don’t go into Foot Locker asking them how to fix my bum knee I got while wearing their shoe and then get upset that the only thing they suggest is going to the doctor.
What do you think? What is fair here and do you think it was reasonable to get upset in that situation?