These healthy fast food brands have a lot in common, but one distinguishing customer service characteristic means I’ll be going back to one and not the other. Hint: it’s Leon that gets full marks.
I used to buy Pod’s breakfast when I worked around the corner from them, but never really fancied their lunches and also thought they were quite pricey for what they were. They are one of the better healthy fast food options around so it was with that in mind that I decided to give their London Wall branch a try a few days ago. It’s the first time I’ve bought a meal from them in about a year & I was lured in by the yummy looking new item on their menu, the healthy shawarma which was a reasonable (in comparison to London city competitors) price of £4.99.
The poster advertises it like this:
Unfortunately, what they served me up can only be described as a dogs dinner and to make it worse, they only served me half a portion. It looked nothing like the poster picture advertising it.
This is the reality!
The two are so disparate it is actually a cheek! I was so annoyed when I got back to my desk as this meant I now had to eat it as it was (completely unappetising) or go back out into the cold to take it back to Pod and then find something else to eat. As I was hungry and had meetings shortly thereafter, I wasn’t able to take this back, so I did the next best thing and tweeted a picture of this horrid meal & vocalised my discontent.
To Pod’s credit, they responded fairly quickly with an apology, but the good impression that made soon went out the window when they asked if I would like my money back OR a voucher to entice me back.
Maybe it’s just me, but if you mess up that badly, surely you offer both to win your customer back? It’s not about getting a freebie, it’s the point of customer advocacy. Here was a perfect opportunity to turn a negative PR opportunity into a positive one but unfortunately for Pod, they missed that boat by miles. So now I’m even more disgruntled and thanks to modern technology, I have many channels within which to express this.
They should have taken a leaf out of Leon’s book who accidentally lost my order last night, which meant I had to wait a few minutes longer to get my food. On realising this, they couldn’t have been nicer or done more to ‘win’ me back (they hadn’t even lost me yet before they sprung into action). It was their quick thinking, friendly and willing customer service, that made the difference.
So thank you Leon’s Moorgate branch. In a crowded, and ever growing market place, I know where I’ll be repeat spending my hard earned money.
Today’s lesson: don’t false advertise, cut corners or piss off your customers.. And if you do, do everything you can to win them back. There’s likely to be someone doing what you’re doing better who will be more than happy to steal your customers away.