Cheaper Than Training Your People: A NE Portland McDonald’s
After purchasing a 6-piece box of Chicken McNuggets at the drive-through and receiving a 4-piece box, we returned to the store (at 1520 NE Grand in Portland, if you’re wondering) and saw this sign on the window. There’s another sign just like it on the menu behind the counter.
Their initial offer, when confronted with a receipt that said “6” and a box that said “4” was to give us the additional 2 we paid for. Negotiations concluded with a brand new 6-piece box, which means that we got 10 for the price of 6.
How often do mistakes happen? The woman in front of me in line was also returning a botched order. And then there are the signs…
One of the biggest threats to brick-and-mortar retailers in 2012 is “Showrooming”: consumers who walk into a store with a smartphone to look at merchandise and make use of the expertise of the staff… and then make their purchase online from Internet retailer at a lower price. Conventional wisdom holds that because of the “Showrooming” […]
I’ve spent some time on bad customer service lately — Best Buy, Ocean Marketing and Penny Arcade, and, of course, SuperBookDeals have offered plenty of material. So it’s only fair to salute three companies — two national, one local — who did some small things that made things just a little bit nicer. In December alone: The […]
Let’s start with the lesson: email is social media. Even if it starts out private, it can be made public. Extremely public. The short version: in November, a guy named Dave orders a pair of PS3 controllers from an outfit called Ocean Marketing. The controllers don’t arrive. In mid-December, Dave writes to the company asking […]
You are a public relations professional, specializing in crisis management. Your client, Best Buy, took a whole bunch of orders online, and now can’t deliver. What advice would you give them? Comment below. ___________________________________________________________________________________ Email Phil Bernstein here. Like what you’re reading? There’s more! Sign up for Phil Bernstein’s free advertising and marketing e-newsletter here. […]
