Adventures in Customer Satisfaction: Two Dispatches

i.

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Dear Valued Customer,
Thank you for flying with us! 
We would like to get your input on your recent experience with this flight by completing this quick survey.  We recognize that listening to our customers is one of the most important things we can do, and your response will help us ensure that your next experience exceeds your expectations.

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Well, that’s a tough one, frankly. My overall experience on December 04, 2016 from Chicago O’Hare (ORD) to Baltimore, MD (BWI) was really not at all about Spirit Airlines, until, abruptly, it was. My overall experience was about my father in the hospital, dying, in Baltimore, and me, in Chicago, trying to get out to see him for the last time. So as you can imagine, Spirit Airlines, my overall experience that evening was both all I could think about, and all I could not think about.  Instead, I focused on details: the email you considerately sent informing me that the flight had been delayed by 45 minutes; the amount of shit I could cram into a carry-on that would be light enough not to be confiscated at the gate, at which point I would be charged $100 to check it; rushing to the airport. I was not overly concerned with missing the flight (I had some other things on my plate, like getting someone in to feed the cats, finding a place to park the car that wouldn’t overdraw my checking account, merging onto the rush-hour Kennedy Expressway, speaking to the nurse who stood at my father’s  bedside, her voice timid and southern-inflected in the Bluetooth-configured cabin of my car, assuring me that while he could not speak, he smiled as he heard my voice: ‘I’m on my way, Dad. Hang in there. I’m on my way.’

You had assured me there was a delay, Spirit Airlines, and I had left enough time that I was certain to be at the gate before even the flight’s originally scheduled departure.

There was plenty of time.

I was reassured, upon arriving at the airport, that the delay was still in place: all six monitors I obsessively checked assured me of this.  So imagine my surprise when, upon arriving at the gate, 15 minutes prior to the *original* departure time, I was informed that the plane had already left and was taxiing down the runway.

If you actually gave a shit, Spirit Airlines, about your employees, those beleaguered and expressionless gate agents who have to break this kind of news and then endure the blowtorch of wrath from your paying customers, you would ask these particular two what they had to hear from me, maybe have given them a little bonus, or at the very least a day off.  There was a lot of obscenity, some flying spit (I’m a theater major; my professor tells me if you aren’t drenching the people in the first row you’re not enunciating sufficiently), some tears, some flung baggage.  What could they do? The plane was on the runway. My father was, as the doctors called it, ‘actively’ dying. I was, I’m embarrassed to confess, on my knees, clutching my head, wailing.

Oh well!

I’m going to assume that ‘overall experience’ includes my attempt to reach your customer service line, a succession of cheery bots who led me in a mechanical circle right back to where I’d begun, so I’ll toss that into the mix too.

My overall experience? Are you sure you really want to ask me that?

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Hmm. The primary reason.  How about ‘you fucking suck’?  I think that about covers it.  I have not filled in any of the holes above because there is not a number low enough. How likely? How likely?

departureWell, now, see, this is easy, because none of this part ever actually happened. It’s hard to assess a boarding process when you didn’t get to even fucking board.  I mean, I suppose I could apply this to the flight the following morning, but I was a little distracted by the fact that by the time we landed in Baltimore my father was dead, and I had an email from you, time-stamped two hours earlier, assuring me that the delay on the flight that had departed before its scheduled departure time the previous evening was still in place, so hey! No rush!

Now, this afternoon, in the Uber on the way to the funeral home, I have occasion to ponder your choice of name. Spirit. I assume it’s meant to evoke a sprightly will, a zest for life, a seize-it-by-the-horns, embark on an exciting journey kind of feeling. But I find myself drawn-chalk it up to the emotional intensity of the present moment, I guess-to its more ethereal, metaphysical connotations: spirits, like that of my dead father, like mine, like those of all of your other passengers, all of whom, I’m guessing, have reasons to travel that are, well, shall we say, pressing.

You bear each of our spirits into the air and back down again. We give you our money. We pass through security, throw away our water bottles, take off our shoes, stand in the backscatter booths with our arms over our heads like caught criminals, participate in the magical-thinking rituals, reassuring ourselves that we will not fall from the sky or careen headlong into an office building, screaming the names of our children, our parents, our lovers. We run down the concourse, draw up breathless at the gate, only to find that you have left us.We trust you with our lives and those of the people we love. But you have left the gate, and as one of the blank-eyed gate agents told me, almost wistfully, ‘I’m afraid there’s nothing we can do.’

But I’m here now, Spirit, and I have to pay the driver and go in to pick a coffin. I hope that this survey will help you ensure that my next experience exceeds my expectations.

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ii.

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  1. Why was the restaurant three-quarters empty when we arrived for the ‘only’ reservation your hostess told us was available?
  2. Was the jewelry the hostess wore real or fake? And has she heard how much she looks like Ali MacGraw? Does she even know who that is?
  3. Why did we have to wait 15 minutes to be seated?
  4. Why were we asked three times, by the hostess, the man who seated us, and our server, whether we had any vouchers or coupons? And, perhaps more to the point, why did this not set off alarm bells in our exhausted brains?
  5. Why were we asked, also three times (must be a charm!), whether we’d been to Ruth’s Chris before? Was this simply small talk, or a canny stab at assessing our level of gullibility?
  6. Why was it a nearly two-minute walk through the murmuring plush and glint of dimly lit winding corridors to the heart of the labyrinth, a tiny walled booth (if memory serves, there were drapes), where we were placed in our seats like dingy chocolates in a gilt box, a massive cube-shaped chandelier glaring and winking above our heads? 1aaabirdcagegfairy003Might it have been that we were rumpled after a long drive, for which one tends to dress casually, and that landed us in the cheap seats?  Might it be that there is a certain standard a restaurant is within its rights to uphold, that it cannot afford to have other diners, of which there were, at this particular moment, roughly 12, put off by shabby patrons? Is it maybe because we didn’t look like these guys? Does anyone look like these guys?Screen Shot 2017-05-15 at 5.02.41 PM
  7. Why did anyone think it was a good idea to produce smoky-voiced-chanteuse, lounge-lizard covers of such favorites as Wish You Were Here, Under My Thumb, Billie Jean, and Smells Like Teen Spirit? And why did your establishment opt to play them?

With the lights out, it’s less dangerous
Here we are now, entertain us
I feel stupid and contagious
Here we are now, entertain us
A mulatto, an Albino
A mosquito, my libido, yeah
8. Why–wait, what, I–what the actual…are these Canadian dollars? Are we at a movie theater concession stand for steaks? Is this a fucking *joke*?
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9. Why didn’t we listen to our 19 year old son, who dropped his menu and said ‘let’s just get out of here’? Did it have something to do with feeling flattered and shamed at the exact same moment? Or were we just exhausted?

10. Why does a dinner that costs a fortune come with a stern warning not to touch the plates, which are heated to 500 degrees (to ensure your food stays hot from first bite to last!), lest you badly burn yourself? Why am I paying for that?
10a. Why were my crab cakes cold anyway?
10b. Why was there no glass of ice water to plunge my fingers into after I forgot (do you know how easy a thing that is to forget?) and touched my plate?

11. Why is there some guy in the men’s room chatting up my son, nudging his little saucer of dollar bills across the counter, offering a paper towel in exchange for a tip?  Is a man in a bathroom assuming familiarity with a stranger in exchange for cash somehow classy?

12. Why does a tablespoonful of mint jelly cost 4 dollars?

13. How long did the ‘julienned potatoes’ (read: fries) sit under the warming lamp?

14. Why did our server never quite strike the balance between attentive and discreet, instead veering wildly between obsequious and oblivious? Was she having a bad night, maybe? A babysitter flaked on her? Her mother showed up drunk to her kid’s birthday party?

15. Why did I feel sorry for the unseen couple at the adjacent booth (‘my table just proposed,’ our server blurted breathlessly as she bustled past us with two little flutes of champagne), muttering under my breath ‘I give it six months’? Does a marriage whose seeds were planted in this place stand a chance?

16. Why did my food taste like rain-soaked charcoal ashes?

17. Why, at 27 dollars a glass, did my husband order a second glass of wine? I mean, I guess that’s something I should ask him. Or not.

18. Why did I ask for the remainder of my dinner to be packed up when we were staying in a fridgeless hotel room, then scurry out of the restaurant with a plastic bag with handles feeling like maybe, at least, I’d gotten away with *something*? I mean, it would’ve been like leaving 65 dollars in cash (well, I’d eaten half of them, so let’s call it $32.50) on the table.

19. How would Ruth Fertel, your establishment’s founder, described on your website as a feisty single mom who overcame all kinds of obstacles, including a fire that burned her first steakhouse to the ground, have felt about being cynically pampered, deftly insulted, and divested of her money for a *steak* when she had children to send to college? Or was this what drove her? Was this how she justified the business model she strove to create? Did hardship beget hardness? Eat or be eaten? Did it beat the decent right out of her? Hers is a compelling story, an inspirational screenplay. Just look at her, tiny, barely 5 feet tall, butchering steaks with a bandsaw, hiring only single mothers as waitstaff. What’s not to love? But did it occur to her that maybe she had some single mothers as customers?

20. Did our server maybe for one second feel a little bit sorry for us, or does she have problems of her own (see above)?

21. Why am I surprised that Donald Trump is the president?  I mean, well, we’re in Canada, but only by about fifty feet. You want to feel rich? It’s gonna cost you. Even with the vouchers, you’re getting gouged. And ‘Wow!’ we think. ‘What a deal! I’m surrounded by velvet!’

22. My son picked up the little frosted glass votive on the table, peered in, and saw a battery-operated lightbulb, showed it to us with a wordless eye roll. Could you maybe have sprung for some actual candles?

23. Why, after we left, did I prefer to imagine I’d just been mugged than out to dinner? Maybe because at least a mugger acts out of necessity, however base? Maybe because a mugger wouldn’t pretend he was doing me a great service by pressing a steak knife to my throat? Maybe he wouldn’t shower me with false flattery first?

 

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24. Why was I relieved to learn that we were not your only victims?

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25. Four dollars for a diet Pepsi?

26. Have you ever seen anything more beautiful in your life?

 

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I mean, if you’re going to sit awake all night thinking about your health insurance, your property taxes, the credit card balance and the weird noise coming from underneath your car, you couldn’t ask for a better view.  I’d say it puts all of it in perspective. I’d take a moment to be grateful that such beauty is given to us, this miraculous world, regardless of whether we deserve it.

But I’m afraid that’s going to have to wait for another day.

 

 

 

2 thoughts on “Adventures in Customer Satisfaction: Two Dispatches

  1. Finally a response that captures the bitterness and frustration so many people suffer in this and less harrowing situations of this sort.

    On Mon, Aug 14, 2017 at 3:10 PM Recycled: Found Narratives of Everyday Life wrote:

    > lindyroo posted: “i. Dear Valued Customer, Thank you for flying with us! > We would like to get your input on your recent experience with this flight > by completing this quick survey. We recognize that listening to our > customers is one of the most important things we can ” >

    Like

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