What can we learn about customer service

doggy daycare in minneapolis, mn As I am sure you are aware, Pampered Pooch Playground is in the "Service" business.... Not only do we cater to our 4 legged friends at doggy daycare, but we also have to cater to their 2 legged parents!  With every employee we hire, we always stress how important it is to provide outstanding customer each and every time the interact with everyone!  I also personally feel that the art of providing good customer service is a thing of the past.  This was proven to me last week by 2 larger companies.  I don't want to bore you with all the details, so I will share one quick story!

Last week Trycia and Roxy went to pick up more of the doggy ice cream that we ordered for Pampered Pooch Playground and Bubbly Paws from a local wholesaler.  (Side note, we hate to order from wholesalers, and prefer to deal directly with the manufactures when possible as most of the brands we carry are smaller and not found in big box stores).  We placed the order 3 days prior on their website.  When Trycia and Roxy went to pick it up, the order was nowhere to be found.  The receptionist behind the desk tried to make excuses and ended up blaming us for not ordering it correctly (their online system looks like it was built in 1994 and never updated).  Then they had to wait another 60 minutes for someone to walk to the freezer and pick up 20 boxes of doggy ice cream.  Never once did they say "Sorry for the wait".  Since it was hot out, Trycia brought Roxy into their lobby and they both waited there.  While they were waiting I emailed our sales contact there and explained what happened.  after 7 days and 3 emails to him, he never emailed back.  I did mention this on their facebook page, and after some hounding their "marketing manager" contacted me and blamed it all on their old computer system.  Honestly, if they would have offered a $20 credit towards a future purchase would have gone farther with me. This might not be a big deal to many people, but as a business owner, Trycia time is valuable.  There are many things should have been getting done at the doggy daycare, rather than waiting for someone to walk (or in this case crawl really slowly)  to a freezer to get the doggy ice cream! What really annoys me is I have to keep hounding the sales person for a response to my email and say "I'm Sorry"!.  I wish we had another local wholesaler that we can order from, but they are the only ones in the area that carry it and the manufacturer will not sell directly to stores.  I guess when you are a small locally owned business, you are not as important as the big box stores that order millions of dollar each year.

This being said, if anyone ever has an issue, please reach out to me and we will do our best to make it right.

Thanks for all your loyalty and supporting our small business!

Keith