I’m not that old - I remember the days when “the customer was always right.” Regardless of how half-baked the customer’s request, the management at a business seemed to go above and beyond to meet the needs and expectations of their customer.

Today, not so much.

In the last two weeks I’ve experienced some of the worst examples of customer service in my adult life, and all this in the midst of a recession! WTH?

It’s like businesses have gotten so far removed from who keeps their doors open. They take our loyalty for granted – but if consumers stop coming, guess what happens? Duh. Let’s get back to basics folks.

As a small business owner, I decided to make it my personal mission to help restore good customer service by sharing examples of each with you. As the old saying goes, if you’re not part of the solution, you’re part of the problem.

This is what happened in the first scenario:

Bakery Customer: (pulls on locked door at bakery in the middle of the day… irritated staff comes to the door) “Hi, I’m here to pick up my cake.”

Staff: “Who are you?”

Customer: “I’m … from …”

Staff: “Your cake wasn’t supposed to be ready until 4 p.m., it’s 2. If you were gonna come early you shoulda called somebody.”

Customer: (shocked at response) “Uhm, ok, I’m sorry. I didn’t know that. Is the cake ready?”

Staff: “No.”

Customer: “Ok. I’ll come back. May I go ahead and pay now?”

Staff: (snatches credit card) “I guess so.”

Two hours later…

Customer: “Hi. I’m back to pick up my cake.”

Staff: (pushes large cake box across counter) “Here.”

Customer: “Our logo is incorrect on the cake, sir.”

Staff: “No, it’s not. And if it is, you sent us the wrong logo.”

Customer: “Yes, it is… And I wouldn’t have sent you the wrong logo for MY company.”

The rest of the story is so grotesquely offensive to the customer that I’ll spare you the exchange, but customer ends up paying full price for the cake (remember, they prepaid) and the salesperson continues to talk to them like a two-year-old.

How sad. Last time I checked, there were at least 100 bakeries in town.

Ironically, during the customer’s event that evening, people inquired about the cake, and when the customer shared her experience, several other former customers of said bakery, had horror stories equal or worse.

Shame. Shame. We know your name, local bakery. And we will tell others about your bad service. If you don’t get your act together, you will soon be baking for yourself… at home.

The bakery’s owner still has not made the situation correct.

Businesses, large and small, please remember this saying, which is still very powerful today: “A happy customer will tell one person about their experience; an unhappy customer will tell 100…” or however many people read their Indy.com blog.

Thanks.

Look forward to more stories of good customer service and bad. Next time, I’m namin’ names.