If you've been following this blog's posts about Dell Schanze and "Totally Awsome Computers," then you know how frustrating it can be when companies don't treat customers like, well, CUSTOMERS....
While "Super Dell," as Schanze likes to be called, is an exemplary case, he certainly doesn't have a monopoly on forsaking good service. Though it's sad to note the increased prevalence in poor customer treatment I do want to acknowledge that without companies behaving badly, we'd have nothing to write about.
I was talking about customer service to some young friends the other day (okay, so they're very young - eleven years old, to be exact), when I asked if any of them had ever had a problem first hand. This 
was a discriminating bunch, and they did not let me down. The next day, I received this, unedited account:
I went to Gertude's Chocolate in the Mall to go and get some change for a soda.
I had bought a candy bar just minutes earlier, so I thought it would be no trouoble for the lady to give some change for the soda machine. I saw nobody was behind the counter, so I gently knocked the counter and began to ask (without being loud) if someone was there. I wasn't being rude in any way.A lady stormed out of the back room screaming "I COULD HAVE BEEN KILLED!!! YOU HAVE TO GET SOME PATIENCE!!!" She threw the change at me and I cowered away in fear. As I returned with the sodas, I told my mom about the incident. My mother walked calmly in to Gertude's Chocolate and asked the lady's name. She told us kindly and asked why we wanted to know. My mother said she was unhappy to hear that I had been yelled at just for asking for change.
The lady stormed out saying "actually, your child was VERY RUDE to ME!!! YOU CAN"T COMPLAIN ABOUT SOMETHING YOU DID TO ME!!! YOU GET YOUR CHILD BACK HERE AND APOLOGIZE!!!" At this point we just walked away to go to another store. Then when we were leaving the mall, we came back past Gertude's Chocolate to go to the car, there was the lady, standing out in the middle of the mall stalking us! She screamed at us again and again like a crazy lady. We walked right past her, to the car. We called the company and complained about this incident. The company told us they would tell her not to scream and follow the customers ever again. This may be so, but I will never, ever shop in a Gertrude's Chocolate again, in fear of the stalking Chocolate Lady!
Anyone remember when folks who worked in candy stores would smile at kids and give 'em a little sample?
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