Three strikes and they're out!

There is a Subway restaurant about 5 minutes from our house and there is another one about 10 minutes away. Naturally we go to the closer one more often. However the last few times I've been I have received incredibly poor service. Rude sandwich makers, they are out of certain items, long waits (15-30 minutes) and leaving with a feeling that I wasted my money. So we went again today and I said I would give them "one more chance," Jess and I looked at each other in line and said strike three. So from now on we are going to drive the extra distance to a better Subway.

Looking back I shouldn't have given them so many chances. Certainly the brides and grooms we work with can't afford to give us "a few extra chances" if we screw up. And I wouldn't expect them to. This recent Subway experience reminded me of two things. First you don't have to settle for bad service. Go to a different location, call the manager (which I will do tomorrow) voice your concern to the employees even if they don't care.

Secondly it reminds me of the importance of not just great, but outstanding and consistent customer service. (My friend Jon had a recent post about what great customer service is.) I really believe that consistency is so important in your interactions with your customers. As a consumer I want to know that the service I got last time will be the same service I get next time. Obviously this doesn't always happen, and we now accept mediocre service just because we think that is the norm. We accept and tolerate bad service in so many situations; restaurants, grocery stores, cable company, cell phone company, post office...and I could go on.

It certainly makes me recognize, appreciate and compliment people when I do get great service. And there are many times when the service I receive is top notch, and I make a point of trying to frequent those establishments.

So to all you business owners that are reading, please remember that the customer service you provide is THE most important aspect of your business. And to all you consumers that are reading, remember that you don't have to settle for bad service.