After starving for 12 hours for my annual physical, I decided to treat myself with some gourmet Taco Bell food – 2 burritos, 1 pepsi and 1 Caramel Apple Empanada. After all, with the triglycerides locked in for a year, what is the harm in eating foods that have 23% of your daily requirement of fats. (“If you don’t measure your cholesterol etc., it doesn’t change” — Amrinder).
When I pulled out of the drive through, there was no empanada in it, and if I was smarter and more health conscious I would have left the matters at that, but as I said, it was after 12 hours of fasting and it was a different Amrinder. So, as I pulled into the drive through again, the woman said “Forgot your empanada?”. Did I forget it? No, I ordered one. You took the order, and noted it. You charged me for it. I paid for it. Here, this receipt even shows it. The only thing that happened was that you forgot to put it into the brown bag.
Examples like this of poor/mediocre customer service abound. Still, it must be said that Taco Bell (and McD and BK) has great customer service. A company of this size can’t possibly exist with some very good customer service standards in place. In this particular case, perhaps the customer service representative was just not taught what to do in case she forgot to include something in the order. And the customer service management at Yum brands probably spends a fair bit of time reviewing the processes, the processes for making processes, and such.
When I wrote about decalcification of Jura coffee machine, within a few minutes, I got a blog comment from a customer service rep explaining the decalcification process and where I could get supplies etc. Of course, cynics might say that the company is trying to sell the supplies, but from a customer perspective, the service rocks!
Similarly when I wrote about how unintuitive the user-project assignment piece in BizMerlin was (the way I put it, it was designed to take everyone off of projects ), the BizMerlin team responded very quickly and their visual way of showing users to projects assignments is the best in the business. Every month as I go through resources and where they are allocated, it is an indispensable tool to memorialize that.
But back to TacoBell, and I shouldn’t let that inviting picture of empanada go without being accompanied by the nutrition facts.