The fasting month has well and truly started but other than the plethora of F&B promotions I am expecting to see - who else thinks a dip in customer service is also just around the corner?
This will be my first time experiencing Ramadan in Malaysia but having spent over 15 years in Brunei - I think I know what to expect here. Good food, bad driving, and tired grumpy hungry customer service staff -- am I right?
Just yesterday I went to Watsons pharmacy at KLCC to get something for my ankle which I sprained badly last weekend (yes it still hurts) and the service was terrible. First, as the pharmacist saw me approaching she decided to strike up a conversation with a passing colleague and when I reached the counter and said "excuse me" she carried on her conversation giggling for another 10 seconds while gesturing for me to wait.
When I did have a attention, she wasn't the best example of what a Watsons brand experience should be. I lifted up my ankle meekly and asked her "do you have anything for a sprained ankle, something to take the swelling away?" She didn't even bother to stand up and look at my ankle - she just pointed behind me and said "there".
"What..!? where is it? what is it called?"
She replied, "the next row, bottom."
Not realising how pathetic I was about to sound to anyone who just happened to walk past and hear me, I scolded her saying, "Well, aren't you going to help me get it - I am crippled here!"
"Ah..never mind then, i'll find it myself."
So I did.
I don't know if I would have got better service had the lady not been fasting but it reminded me about a conversation I had recently with a friend's father. He used to train all the pilots for Royal Brunei Airlines and he was pretty cutthroat about pilot's who intended to fast before and during long-haul flights.
"If you're fasting, you're not flying," he would say.
Sounds harsh but the reality is - the pilot needs to be full focused all the time, not for brand experience reasons but for safety!
Anyways - if you have any customer service nightmares send them in (firstname.lastname@example.org) and I'll see if I can share it on The Volatile Customer.
Six Pixels of Separation - Marketing and Communications Insights Blog and Podcast - By Mitch Joel at Twist Image