Last month, I wrote about baffling customer service in this blog.
This week, I again experienced terrible customer service worthy of comment.
As you'll recall, there was a storm forecasted for Tuesday night and Wednesday here. News reports on Tuesday called for anything from a trace to 2", 2-5" or up to 7" inches.
But it was clear by Wednesday morning that we'd basically missed the entire thing. There was zero snow until Wednesday evening, when a light dusting covered sidewalks. The kind of snow that requires a broom more than a shovel.
At the end of the workday I rushed home, fed the dogs and let them out, cooked a quick dinner for my toddler and myself and we drove across town for a class at a local hospital.
Whew, it was a whirlwind afternoon but we made it ... only to find the classroom dark. An employee passing by checked the schedule in her office and saw that the class was canceled due to the weather.
To the weather? You mean, it was canceled because of the lack of snow and the seasonable temperatures?
And why didn't they call us to alert us of this lame cancellation of an event due to our collective sad, pathetic fear of POTENTIAL weather, so we could avoid rushing around and ultimately wasting an entire evening doing nothing but driving back and forth?
Had we canceled the class and not shown up, we'd have forfeited the fee. Who knows, maybe we've still forfeited it because they canceled. We don't know because they didn't have the courtesy to let us know, despite having taken our phone number when they took our money.
OK, so, they didn't call. Couldn't they have at least gotten a sheet a paper, a Sharpee and some tape and posted a note on the classroom door? A number of employees walking by asked if they could help us, but none -- other than the one who had access to a schedule -- could say whether or not the classes had been canceled.
Earlier in the day, I checked the Web site's "Events & Classes" page to check on where we ought to park. There was nothing there that I could see to suggest that classes had been canceled.
I will give special kudos to the employee that helped us out by checking the schedule for us. She gave my toddler an ice cream treat. Maybe she should be promoted to VP-customer service.
In the meantime, let's hope this hospital does health care better than it does customer care.
Hey JKranky, give the scenario Bobby gave, he has every right to be irritated. It wasn't like he walked a block to a coffee shop and didn't get his latte in 2 minutes. What I find more irritating than the place not calling to cancel is the fact that it got cancelled due to the gloom and doom weather forecast from all the local "Storm Centers." They get everyone worked up about the weather so things like this happen.
I agree with poster "dazucru". You could save the time of other young, harried parents by naming the culprit here. Although hospitals are operated as corporate entities , they frequently overlook the "service" in customer service. My guess here is the instructor is/was not a hospital employee, but a contracted consultant who assumed the hospital would handle the administrative details of the cancellation. The problem with sub-contracting: zero accountability when things go wrong.
Yeah and a waitress wasn't attentive and the video store said I didnt return the video and the bus didn't wait for me and the world didn't make me feel special.
4 comments about this article.
Post your comment/review now
Disclaimer: Please note that Facebook comments are posted through Facebook and cannot be approved, edited or declined by OnMilwaukee.com. The opinions expressed in Facebook comments do not necessarily reflect those of OnMilwaukee.com or its staff.
Recent Articles & Blogs by Bobby Tanzilo
Published May 22, 2015
Back in 1996, some folks saw the closing of West Allis-West Milwaukee School District's Roosevelt School, 932 S. 60th St., as "inevitable" and that prediction came true later that year. Now, it seems that the demolition of the building might also be inevitable, though nothing has yet been officially decided.
Published May 20, 2015
It's that time of year again. The time when I'm thrilled that my kids are thrilled to sign up for Milwaukee Public Library's Super Reader summer reading program.
Published May 19, 2015
Standing amid the surviving buildings of the old Concordia College, it's easy to imagine what an inviting campus this was back in the day. Low-rise buildings - most of them in that collegiate gothic style that shouts "university" - surrounded the quad on all four sides, creating an intimate, protective environment. These days, most of the buildings survive and they're owned by the Forest County Potawatomi, which has plans to renovate the entire campus.
Published May 18, 2015
Leo Minor is a relatively faint constellation up in the northern sky that comprises an array of 37 distant stars. Closer to home Leo Minor is a nom de bass of local veteran musician Jason Todd. Though this Leo Minor is just one star, it draws on a vast array of musical influences. The latest result of the ongoing project is a white label vinyl 7" 45.
Published May 15, 2015
This morning the folks in the facilities department of the West Allis-West Milwaukee School District were kind enough to give me a tour of a closed school building. As an added bonus, my tour guide offered to show me an interesting school nearby, too. The contrast was striking.
Published May 14, 2015
Adventure Rock will host a groundbreaking next Wednesday for its new East Side location on the corner of Commerce and North.
Published May 13, 2015
I'm enjoying watching the progress of some vintage Milwaukee buildings being prepared for the future.
Published May 13, 2015
If you're champing at the bit for the next Doors Open MKE, you'll have to wait until September. But you can get your hometown exploration fix thanks to DOMKE's elder Historic Milwaukee Inc. sibling, Spaces and Traces, which is back for its 34th year this weekend.
Published May 11, 2015
A while back I had the pleasure of exploring the 1876 cream city brick house at 1363 N. Prospect Ave. Designed by architect James Douglas, for grain broker Gilbert Collins, the house has since been converted to office space, but it retains many of of fabulous details. The other day, Cobalt Glassworks' Jon Schroder sent me some photos of newly restored vintage windows from Collins House.
Published May 11, 2015
We're lucky in Milwaukee, because we have an array of bakeries that keep life here sweet. Here are seven of my favorites, for very specific reasons.