Pie Crust Promise

Any Mary Poppins fans out there? If so, then you already know that a Pie Crust Promise is one that is easily made and easily broken. For example, when we started blogging, it was created as a pie crust promise...we promised to blog then didn't. But we have since redeemed ourselves via my re-commitment to blog!

So the blog today will be a vent (and a good example of why you should monitor the blogosphere for your bank name) for me to talk (read: complain) about a broken promise with regard to customer service.

On August 28, 2005 I purchased the most incredible refrigerator from Lowe's. Thankfully, I also purchased the 4-year extended protection plan...not sure who talked me into that, but today I am very grateful that they did! I went grocery shopping yesterday as per my usual Sunday morning routine. I came home, unloaded the car and put everything away. Around lunchtime I opened the refrigerator and thought to myself "hmmmm...that doesn't seem very cold." So a few hours later I opened the refrigerator again to find it was 63 degrees INSIDE!!! It wasn't that warm in the state of Colorado yesterday!!

So, I found all of my extended service plan information and was SO happy to learn that you can "call 24 hours a day, 7 days a week for service or repairs!" YAY!!! So, here's where my complaint comes in. You can call that number any day at any time, but if you call outside of normal business hours, nobody answers and you can leave a message, but nobody will return your call. UGH.

I won't bore you with more details, mostly because I know you are feeling my pain. A refrigerator that doesn't work but is full of groceries and a promise of service that wasn't delivered upon.

They will be here tomorrow to fix it (I don't want to leave you hanging) but in the meantime, I have coolers with ice and food scattered about the kitchen.

Here's the moral of the story...If you make a promise to your customers, regardless of the time or cost the promise will take to fulfill, you need to deliver. Nobody likes a Pie Crust Promise.

Remember, on average, a satisfied customer will tell fewer people about their experience than will a dissatisfied customer. I am a dissatisfied customer and just blogged about the broken promise from Lowe's. (What are your customers blogging about you? Especially those Gen X and Gen Y customers.)

So, as you begin to think about your New Year's Resolutions, think about adding "I will never make another Pie Crust Promise" to the list.

Thanks for letting me vent! Happy Monday, and Happy Ski Season!

Jenna