Impressive.


Thanks for reading, people!

Please, again, don’t be afraid to comment here. Dave does. He’s still alive. Kristin and Mike have. They’re OK too.

Interestingly, it shows me that someone has searched for my email address. Ha ha ha. Also some other cool info there. Neat.

.seitilibasid gninrael fo nuf ekam ot ynnuf ton yllaer s’tI

Think of the Kmart employees this holiday shopping season


Heh.  In yesterday’s pre-W(aL)D Wendy’s repost, it linked to a thread on PittsburghBeat.com which in turn linked to another old thread about Kmart which eventually came to a nice conclusion.  These weren’t listed in my older pre-W(aL)D post… so I thought I’d share them individually.

I filled out the survey noted on their receipts, at www.kmartfeedback.com. Apparently someone actually reads ’em!

Quote:
From: “SM3616, Store Manager” sm3616@searshc.com
To: XXXXXXXXXXXXX@yahoo.com
Sent: Saturday, November 29, 2008 6:12:41 AM
Subject: InquiryEric,I am the store manager of the below mentioned Kmart store. I would like to have an opportunity to speak with you directly. I do take pride in the store and would appreciate any and all feedback you can provide me to make your next shopping experience a pleasant one. Thank you for your time and I look forward to hearing from you.JODIE M. STROTHER
Store Manager #3616
Greentree, PA 15220
(412)922-3803 store
(412)922-9268 fax
________________________________Store Number: 3616

Customer Name: Eric XXXXXXX

Customer Phone: contact by email

Customer Phone (alternate): n/a

Customer Email Address: XXXXXXXXXXXXX@yahoo.com

Department: Customer Service Desk

Category Code: Customer Service Experience

Reason Code: General Frontend Service Issue

Situation:
SC# 0361611250800352385

The electronics department looks like someone knocked everything off the shelves, then had a dog put it all back. Pretty difficult without opposable thumbs, eh? Yes. Yes indeed. And, the dog didn’t know the alphabet in order to arrange CD’s & DVD’s either.

The cashier did not say one word to me. ONE WORD. After waiting through the ridiculous line (no other registers were open, as I was being checked out another employee lazily sauntered over to her register), the woman rang me up did not say “hello”, “hi”, “good evening”, “credit or debt”, or even “Go #*%$ yourself!”. After all my items had gone through, and I paid. I even said “Thanks” and smiled… and got absolutely no indication that I had even been heard. My wife looked at me like we were in the Twilight Zone.

Holy cow, this is ridiculous. Sadly, it’s indicative of what happens pretty much every time I go to that store. There are some other great area Kmarts, like the one in Robinson, and even the one in Bridgeville… but this one is closest to my house… What the heck is wrong with everyone who works there? Don’t they take any sort of pride in the store? Don’t the managers see what’s going on, how the store looks, how the employees behave… and why don’t they care???

I just can’t even fathom being a cashier, and not greeting people… or even acknowledging their presence. And, I can’t fathom a shift, store, or regional manager that would a. hire someone like that (let alone dozens like that); and b. let that kind of behavior slide.

***I was unable to call the customer no phone number, I did sent notification.**

So, I wrote these…

I wrote:
From: Eric _______ XXXXXXXXXXXXX@yahoo.com
To: “SM3616, Store Manager” sm3616@searshc.com
Sent: Monday, December 1, 2008 9:10:52 AM
Subject: Re: InquiryHello Jodie,Thank you for taking the time to contact me. I’m not sure if there’s anything further to discuss. I pretty much expressed my issues below.I can’t imagine how stressful it must be to run a store… but it seems that your Kmart is slipping in comparison to stores like the aforementioned Robinson & Bridgeville locations.

Back when we were just dating, my wife used to work at the Kmart on Route 8 just outside of Shaler (not sure of the actual neighborhood there), and the managers were on them all the time to have multiple registers open, to have the shelves stocked neatly & orderly, and they always had a lot of registers open at the front.

I just see a general lack of “give a damn” in Parkway Center. Hopefully the trend is reversing though, as this e-mail has shown me that you do indeed care about your store.

Thank you for your time,
-Eric

I wrote:
From: Eric _______ XXXXXXXXXXXXX@yahoo.com
To: Customer Service Kmart.com help@customerservice.kmart.com
Sent: Monday, December 1, 2008 10:07:05 AM
Subject: Re: Store Manager SM3616 / JODIE M. STROTHERHello,I’d like to just pass on the e-mail below, & show my appreciation for this store manager taking the time to contact me regarding my comments made via kmartfeedback.com as noted on my store receipt. Can someone let her superiors know that her time and effort did not go unnoticed?Hopefully she can pass the message of store pride on to the employees.

Thank you,
-Eric

Hmm, I got a response…

JODIE M. STROTHER wrote:
From: “SM3616, Store Manager” sm3616@searshc.com
To: Eric _______ XXXXXXXXXXXXX@yahoo.com
Sent: Tuesday, December 2, 2008 7:05:00 AM
Subject: RE: InquiryEric,Stressful is a word that doesn’t even describe what retail is nowadays. However, I do take pride in the store and at times it does get out of control. I appreciate feedback any way it comes. We strive to do our best with the personnel in the store. It does fall apart at times and we are working hard at correcting those problems.
Just keep us on your shopping list this year and let us try to show you we are looking at alternative ways to improve your shopping experience.Happy holidays and I look forward to hearing from you in the future.

JODIE M. STROTHER
Store Manager #3616
Greentree, PA 15220
(412)922-3803 store
(412)922-9268 fax

________________________________

I found this to be a fairly positive response.  I can’t imagine trying to manage a group of people who generally do not care.

This is the icing on the cake though…

AiXeLsyD13 wrote:
Remember my Kmart rant? Bethany was in there not too long ago, walked by the electronics section and said it’s all neat & orderly…..and the cashier greeted her. Laughing

Subway®: “First, allow me to apologize.”


So, I fired off two more emails…  One to Subway, and one to my new friend Mr. Jones at Quiznos.  No response from Mr. Jones yet, but we do have one from Subway.  I’ll share it all below!

OK, so email one, to Subway:

From: ERiC AiXeLsyD world.and.lunar.domination@gmail.com
To: “Bridenbaker, Mack” m.bridenbaker@sfaft.org
Cc: Paula Gomez gomez_p@subway.com; Kevin Kane kane_k@subway.com; Anna Marie Seeley seeley_a@subway.com
Sent: Mon, November 23, 2009 10:24:20 AM
Subject: Re: Subway [
Customer ID: 1918316]

Hello Mr. Bridenbaker,

It’s been over a week since your email to me saying that Ms. Gomez would address my concerns and I’ve yet to see any sort of response.  I still haven’t had a reply to my initial message to Ms. Seely, or  from anyone on your team.  I’m disappointed in the lack of comment overall, my first message which was sent on Oct. 28th has still gone unanswered.

I now understand why the employees in your stores have an “I don’t care” attitude.  It trickles down from the top, and certainly must be passed on in franchise owners, hiring, & training.

I’m amazed at your total lack of concern for the decline of your once championing establishment.  I should perhaps pass on my shellfish allergen and cross-contamination concerns to some allergy awareness groups.  Perhaps allergy awareness lobbyists will warrant some attention.  Everyone I know already hates Jared and the $5 footlong commercials, so I don’t need to push the issue on that one.  The concept of cheese tessellation will obviously elude the average sandwich artist from now until the end of time, so we have no hope there.

Perhaps in copying Quiznos’ idea of toasting subs, you should also adopt their business model in using better quality ingredients and customer service policies.  I have had a continued dialog with them regarding your lack of customer service and their seemingly misleading Toasty Torpedo ads with the very tiny hands.  They proudly stand behind their ads (however creepy), their innovation, and their customer service.

Not signed.  On purpose.  Notice all the Cc’s, everyone hates that… I don’t care who you are.   I tried to poke at every issue and make empty useless claims about allergy awareness groups, and I brought up that Quiznos is the trend-setter while noting that they’re also not perfect.

And, on a friendlier note to Quiznos, I decided to reveal my intentions to an amicable Mr. Jones:

From: ERiC AiXeLsyD world.and.lunar.domination@gmail.com
Date: Mon, Nov 23, 2009 at 9:22 AM
Subject: Re: The Quiznos Toasty TorpedoT ads?
To: “Jones, Tony” TJones2@quiznos.com

Thanks Tony,

I must confess, I do have a blog and I have been chronicling my email escapades there.  I like to play them as part consumer advocacy, part humor and all goofy.  I used to write snail mail letters, but email has made it so much easier & faster.  Some friends have encouraged me to keep writing, so I have.  I really enjoy the open & honest dialogue that we have going on, and appreciate that you stand behind the product & integrity of your company… and take the time to respond to emails such as mine.  Also, you obviously have a sense of humor, which has to be a “must” for any kind of customer interaction.  I’m sure you get goofier emails and phone calls from actual crazy people.

I’m intrigued at your suggestion that I get into consulting or franchise journalism.  Do you know how I would even go about this?  Would I need to obtain a degree in something?  I hope to grab followers to my blog just for amusement, but am unaware as to how to make it a profitable venture, ha ha ha.

Thank you once again for your time, I’m actually waiting to hear from some of your Quiznos colleagues, and Subway has still not given me a response beyond “someone will respond”… not that I’m at all surprised by that at this point.

Rock on!
-Eric

Hopefully he writes back in a positive light, and still finds all of this amusing.  Still waiting for further comment from his other colleagues, none of which have really delivered so far.

And, now, the fun part… Subway’s response (or lack thereof):

From: asksubway@subway.com
Date: Mon, Nov 23, 2009 at 3:03 PM
Subject: Subway
To: world.and.lunar.domination@gmail.com

Monday, November 23, 2009

Dear Mr Aixelsyd:

First, allow me to apologize. Secondly, I would like to thank you for taking the time to contact us and share your comments.

At each SUBWAY® restaurant, it is the goal of every owner; manager and employee to produce each sandwich and salad properly made to order.

Our customers provide us with valuable input, which we use to improve our operations. Your comments were shared with the regional office in your area as well as the owner of the SUBWAY® restaurant that you have visited.  Since all restaurants are individually owned and operated it is the owner who would be the person to contact you in response to your concern.

I have gone ahead and copied our Training Department so that further lessons can be addressed with owners and their employees on proper handling.

Again, I appreciate you taking the time to contact us. SUBWAY® looks forward to your continued visits.

Sincerely,

Paula Gomez

Heh.  “First, allow me to apologize” not followed by an apology is extremely profound, and hopefully intentional.  Then, she thanks me for writing, probably through gritted teeth.

This line reeks of copy & paste:  “At each SUBWAY® restaurant, it is the goal of every owner; manager and employee to produce each sandwich and salad properly made to order.”

And, I love the long winded “it wasn’t me”/”it’s not my fault”/”it’s not my problem”:  “Your comments were shared with the regional office in your area as well as the owner of the SUBWAY® restaurant that you have visited.  Since all restaurants are individually owned and operated it is the owner who would be the person to contact you in response to your concern.”  Basically, she’s telling me that I’m being ignored by a lower level.

“I have gone ahead and copied our Training Department so that further lessons can be addressed with owners and their employees on proper handling.”  With what?  Cross-contamination?  Cleanliness?  Cheese tessellation? How to reply to customer emails?

SUBWAY® looks forward to your continued visits” …so we can spit in your food?  Did she read my emails?  Perhaps this whole thing is just a reading comprehension issue.  I find it amusing that the e Subway spokesperson declined to comment.  Perhaps now is the time to move into old-school W(aL)D mode, and reply that Subway will not be allowed on the moon when I’m emperor.

Are there any psychologists or psychiatrists out there reading this?  I’d love to get your take (…if you can tell me without telling me what my own problems are, ha ha ha).

If you haven’t been following,you may want to check out the back-story rundown here:  If we’re keeping score, that’s Subway 1 and Quiznos 3½. That should explain the last email, and at the bottom there’s a rundown of all the ones that came before it (with links) if you’re interested.

Also… lots of people have been telling me they’re following… by word of mouth, or Facebook, or Twitter, and even via text message… but I beg you, if you’re reading… post a comment here, and others may have a comment about your comment.  I see by the stats that people are reading.  Don’t be shy.  We’re all friends here.  Except for you, people at Subway… Except for you.

Customer ID: 1918316