Those of you who know me personally know that I eat wings a lot. Usually every Sunday and once during the week. So as you might imagine, I'm a pretty frequent customer of Wing Zone, and as much as I hate going out to Jordan Creek, lately I've been making relatively frequent trips to the Buffalo Wild Wings out there.
Two weeks ago, though, I had a pretty terrible experience at Buffalo. I'm not sure how it happened, but of my dozen wings, 3-4 were shattered to the point where I ended up picking shards of bone out of my teeth. As luck would have it, that was also the night I got one of the "would you please take this survey about your experience?" receipts, so I went home and told them the truth. I got a "thanks for your feedback" screen and a code for a free dessert. I like dessert and I really only wanted to tell them about the problem so they could fix it, so I was satisfied.
Early this week, my cell rang while I was in a meeting and I ignored it. It was someone from Buffalo Wild Wings, they left a message but I accidentally deleted it. I figured they'd probably give up. I went and got more wings that night, and the problem was fixed.
Tonight, at 8 pm on a Friday, when you wouldn't expect anyone to be working, I got another call from them. They wanted the details of the problem, and as a reward for bringing the problem to their attention, they gave me 24 free wings (double my previous order).
So now, I'm impressed. And I like free wings, so Buffalo Wild Wings has officially purchased my loyalty. In fact, they've even convinced me to share my loyalty with all of you.
I guess, if you've skimmed this post (and seeing the length and content, I can understand how you would have), the moral is this: Good customer service and a willingness to correct problems will bring customers back, even after bad experiences.
It's a lesson I wish our elected officials would learn. I wish I had a dollar for every concerned citizen I hear from who's done everything short of scream at their elected official and seen no change or response.