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Tuesday, June 12, 2007Update on Walgreens "Profiling"I've got to tell you, the response yesterday to my "Rabid Mama" situation was overwhelming, and I thank you for your support and advice. I'm dripping with hormones right now, and it feels good to know that this wasn't a byproduct of them. So I went to the Walgreens web site last night and found a very impressive "Contact Us" page. It gave me the impression that they wanted to hear from me (unlike web sites of, say, book publishers, who hide the link to their submissions page in a teeny-tiny font on some obscure corner of a non-intuitive page). I clicked on "Employees: praise/complaint" and filled out the form, giving a detailed account of what had occurred, according to Jonathan's report. I did not include the employee's name. I didn't feel it was fair to paste her name onto a web form, you know? Shortly after lunch today, I got a phone call from the manager of our local store. He apologized profusely for what had happened, stating that he has four children and would not want any of them to go through what Jonathan had experienced. And even without my having mentioned any names, he knew which employee had been involved -- and apologized on her behalf as well. He admitted that she had acted outside of her authority, and said he would speak with her. The store has had lots of trouble with teen theft recently, now that school's out, and he apologized for son's having been lumped in with the "bad kids." He even went so far as to say that, should Jonathan experience this kind of treatment in the future, he should immediately ask to see a manager, and not display the contents of his pockets. Finally, he asked me to please extend his apology to my son, and expressed his hope that Jonathan would continue to ride his bike to Walgreens as he has always done. This guy gets an A-plus for customer service. His response was speedy and he took full responsibility for the situation. No passing the buck (he did not make any negative comments toward "Suki") or trying to blame me (he took all the blame). I'm impressed. It's hard to find good management anywhere these days. Frankly, I didn't know what to expect. Walgreens is a huge corporation. Eric claims they're taking over the world (or at least every other street corner). Yet I was taken care of. And as such, I will continue to shop in their store. So there you have it. Thank you for your input; it was invaluable. Labels: life |
About Me
I am: Mother to five stunningly individualistic children... Writer of young adult fantasy... Passionate advocate for Women At Home... Madly in love with my husband... In need of Organic Gourmet Chocolate on a regular basis. I've got a Paypal account if you'd like to contribute to the cause....
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7of my readers are feeling chatty:
Yay for walgreens!!!!! We need stores to have this kind of customer service... it is after all, the customer who keeps them in business.
Sorry I missed yesterday's post. I would definitely have said something...but I'm sure you knew that. LOL
I'm so happy that the manager apologized.
I think that Jonathan handled himself exceptionally well. I would have WENT OFF! So kudos to Jonathan. Was he scared? Embarrassed? I felt horrible when I read what happened to him.
I agree that customer service is not what it used to be. Oh how I'd love to tell my JC Penney's story from Sunday. I was beyond livid and even brought to tears by a jewelry counter associate. Sad....
WOO HOO!
There are good guys in this world.
Cheez
That is so great to hear! It's nice that customer service is still alive and well somewhere!
Wow. :) That IS great customer service. It's great news that the management of your local Walgreens is like that. :D
I am glad everything worked out. Amazing, there are still some good ones out there in 'power'. :o)
Yay for Suki's boss. Personal responsibility is such a rarity in this world, don't you think?
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