Customer Service quiz!

[Greg the dogsitter]

Customer (that'd be me) points out to the dry cleaner / laundry that one of the cheap cuff buttons on his french-cuffed shirt is chipped up from the last visit to the establishment. This is one of two buttons that are attached together; they work like cufflinks, but without the expense. :-)

This exchange of ideas occurred earlier today, as other shirts were being dropped off.

Establishment says that they always take those buttons off before pressing.

Customer says it looks like someone tried to press it with the buttons still attached.

Establishment says the buttons are always removed, and are returned in a little bag.

Customer says he recalls the little bag the first time the shirt was cleaned, but the buttons were still in the shirt after the second cleaning. Besides, the button is now damaged, and I have certain minimal acceptable levels of apparel breakage, and I now have to go to Target to get a dirt-cheap pair of cufflinks.

Establishment repeats that the buttons are always removed before pressing.

Customer says that, be that as it may, the buttons were broken the last time the shirt was cleaned.

Customer thinks (but does not say aloud) that satisfaction would be achieved by simply comping the cost of cleaning the shirt, which is around $2. Customer will try again this evening, when other shirts are ready.

Poll: Will the establishment -

A. Gain a loyal customer for $2?
B. Lose a customer for $2?

Place your bets.

[raz]

C. Customer has already wasted more than $2 of his time

[Greg the dogsitter]

D. Customer loves sharing stuff like this, so is time well spent.

[Donkey Hotay]

E. In future, customer will check the shirt for elcheapo cufflink simulacra in separate baggy-thingy before accepting/paying for cleaning.

[Spiff]

Agree with DH. It's too late for the customer to do anything about this with regards to the dry cleaners as the shirt was paid, accepted and brought home. Cleaners no longer responsible.

[Greg the dogsitter]

Spiff,

I don't think it's too late at all! I don't have to go back there...except to pick up the shirts I dropped off this morning, of course. :-)

[Greg the dogsitter]

By the way, I don't intend this from a customer POV. I'm out a few bucks for Target cufflinks, we go to Target all the time. Really no big deal for me.

I'd like to see this from a business POV. What is the best decision for the business to make in its own self-interest?

[$tevie]

[quote Donkey Hotay]E. In future, customer will check the shirt for elcheapo cufflink simulacra in separate baggy-thingy before accepting/paying for cleaning.
Bingo. As far as the cleaner is concerned, it could even be possible that the shirt was cleaned by somebody else in the meantime, and for whatever insane reason the customer is trying to pin it on his place.

I would still go someplace else, I think. Assuming you are a regular there, it seems like they could be a little more accommodating.

[WHiiP]

The cleaners would get NO MORE of my cleaning . . . although I have plenty of cuff links . . . it is the SERVICE part of the equation that they don't understand . . . and apparently they NEVER make a mistake. I would simply not make the mistake of returning there . . . and make sure plenty of my friends know of their POOR service AND attitude . . . too bad.

[3d]

I've bought shirts with those dinky little buttons. They're meant to be disposable. Like hang tags. That plastic button is a cheap way to keep the cuff together and in shape while it is in the store on the hanger. Their not meant to be kept and used for the long term by the purchaser. You bought a shirt to be used with cuff links. Use cuff links. Ok.. that's just my opinion...

From the business's POV?

A. Gain a loyal PITA customer for $2?
B. Lose a loyal PITA customer for $2?

You calling me a liar? I've been washing, drying, ironing, hanging and bagging shirts for hundreds of customers, 10 hours a day, for god knows how many years. For the third time, the buttons are always removed, and are returned in a little bag. I would take choice "B" any day of the week. I got 172 more shirts for 27 customers to go through before 5:30pm today! Have a nice day