In the craziness of packing my lunch, putting Maddie in her crate, and trying to get out the door on time this morning I somehow managed to forget my SD card reader at home. Ooopss…
I plan to purchase another card reader during my lunch break today, but in the mean time I thought in lieu of sharing my breakfast this morning I would share an e-mail I received from the manager of Amy’s Bread.
Last Friday I had an awful experience at Amy’s Bread in which both my Mom and I were left fuming over. (You can read about the experience here.) Apparently I wasn’t the only one that was upset and a few of you contacted Amy’s Bread on my behalf. Have I mentioned how sweet and supportive you guys are lately?
Long story short, last night I received an apology e-mail from the manager of Amy’s Bread for the Chelsea Market Location. The e-mail was thoughtful, well written, and I could even hear the smile in my Mom’s voice after she read it. Amy’s Bread was quick to redeem themselves and I really appreciate it.
Since so many of you were quick to inform Amy’s Bread of my story (Thank you!), I thought it was only fitting to share the e-mail with you.
Many of your readers have sent us the link to your story chronicling your awful experience here at Amy’s Bread. I would like to apologize on behalf of all of Amy’s Bread for putting such a sour note on your visit to New York.
I spoke with the cashier in question and do recall the incident myself as I was the manager that stepped in. I honestly feel this began as a simple misunderstanding that escalated out of control and by no means did she intend to be rude to you.
I wish she would have come to me right away to clear it up rather than allowing any sort of an argument to ensue. Though, it sounds like I didn’t do much better; I’m really sorry that I failed to apologize. Being busy is no excuse, I should have taken the time to figure out what the problem was and truly fix it. I believed at the time that it was as simple as being accidentally overcharged and thought that a refund would take care of it, I had no idea that there were so many problems leading up to the point at the register where I stepped in. Clearly my trying to be efficient was perceived as being rude and I, too, feel really bad about that.
Long story short: we obviously failed you and we’re really sorry. It doesn’t matter if she or I didn’t intend to be rude to you if that’s how it was perceived. We certainly don’t want any of our customers to feel mistreated or uncomfortable in the slightest. Believe it or not, but we really do pride ourselves on our customer service. (I recall it being an extremely busy morning and it must have gotten the best of us.) This is something that I, as well as the rest of my staff, will continue to work on. We really appreciate everybody that emailed us and made us aware of the situation so we can work on it and prevent it from happening again. I’m just sorry that it had to ruin YOUR morning.
The next time you’re in town, please come back and try us again. We’d love to treat you to a couple of Manhattan Breakfasts (and we’ll throw in a couple of those oat scones, too! we’re glad that you at least liked those)
Again, we’re very sorry and we hope to see you again so we can make it up to you.
Amy’s Bread-Chelsea Market
75 Ninth Ave NY, NY 10011
I’ve accepted the manager’s apology and now feel awful for how I reacted to the whole situation. At the time I was angry and that anger really fueled my post, but now – almost a week later – I feel calm and would take a different approach.
The whole Amy’s Bread ordeal really brings the power of social media to light and its current influence on society. It seems companies have to be extra careful with how they treat their customers as they never know who has the power of social media behind them.
For instance, over the weekend I wasn’t the only one who received poor customer service and took to twitter to announce it. On Saturday director Kevin Smith boarded a Southwest flight to Burbank, only to be politely asked to leave the flight a few moments later after the captain deemed he was too obese to fit in his seat.
Kevin Smith immediately took to twitter where he tweeted “Dear @SouthwestAir – I know I’m fat, but was Captain Leysath really justified in throwing me off a flight for which I was already seated?" and followed up with over a dozen other tweets along the same lines as well as a couple of harsh blog entries.
The whole situation blew up to a public relations nightmare for Southwest as Kevin Smith’s 1.5 million followers immediately came to his defense. You can read further about the back and forth tweets and blog entries in this article here.
As social media grows so does the power and dynamics behind it. It has actually been proven that you will receive a quicker response from Comcast with a tweet rather than dialing in to their customer service center. Companies are smart and they know the drive social media has behind it. I’m interested to see how companies continue to shape themselves in this relatively new medium.
What are your thoughts on the power of social media?