Macy's, You Could Learn a Thing or Two

Note: this post has absolutely nothing to do with our Hawaii Adventure. As we come up on a year of living here, sometimes our Hawaii life is just life. So here's a little story from my everyday life.

I called Macy's today to try to get a $25 late fee reversed. I deserved the late fee, but only barely and really didn't want to pay it. The woman I spoke to pretty much refused to reverse the charge and copped a total attitude asking me insulting questions like "why were you late?" "did you think of that sooner?" and "how will I know you won't be late again?" I tolerated her for about five minutes and then finally said "I think you're being very challenging and not at all helpful - is there someone else I can speak to?" And then she put me back in the automated system which totally enraged me. I waited for at least 10 minutes all the while thinking about how I'd just cancel my card. The next woman I spoke with simply said " I can see you're a valued Macy's customer and I'd be happy to reverse the charge. Is there anything else I can help you with?" THANK YOU! I could have kissed her. She deserves a raise. Macy's, give her a raise. She saved you one angry customer.

After that ordeal I went to eat my lunch outside. It was COLD outside! So I treated myself to a Starbucks. My drink was barely warm and pretty disappointing. I stuck with it for a while and then went to the counter to ask them to warm it up. The wonderfully happy and accomodating guy says "I'll just make you a new one." Which is completely ridiculous because I just needed it re-steamed. So I protested. But he prevailed and gave me a fresh drink "extra hot" (which in Hawaii means barely above ice cold).

That, my friends, is your lesson in customer retention. Do not meet my expectations, exceed them. Or I will kick you to the curb.