xoxo~

I programmed my first web page in 1996. Its communication potential was obvious (alas, I did not fully understand its commercial potential), but I still think we have a long way to go. The future will be all about curating the endless stream of data the internet presents to us.

Thanks for the flashback!

However, this year, we have experienced an incident that is beyond reproach as to customer service, and I must report this incident, which, to me, still absolutely unbelievable. We are in the customer service business and know full well the way patron situations should and should not be handled.

On Sunday, June 20, 2010, we took a drive to visit the St. Jude’s Dream Home, not aware that the home closed at 5:00 PM that day, which happened to be Father’s Day. We arrived at 4:55 PM; but the lady at the door told us that since we were there, to go ahead and go on in. Within five minutes, as we were in the first-floor bathroom closet, the lights were turned off on us, without a word of warning or a request for everyone to exit the home. I said, “The lights are being turned off on us”; and a blond-haired woman — I believe she was in a black skirt, and I would definitely remember her if I saw her again — said, “Yes, we have things to get to for Father’s Day.” We immediately left the bathroom and were going to finish glancing quickly at the home since indeed we were let in the door to do so. From there, we went right towards the door to the back porch, which was locked, but since we thought we were allowed to finish viewing the home, we unlocked it, stepped out the door to look at the patio, and the same woman immediately, right behind us, locked us out of the house! I knocked at the glass, but she completely, intentionally ignored us! We were absolutely shocked, appalled, and very angry! Unbelievable! My partner ran immediately to the front door and told them that we had already been in, since we wanted to purchase two tickets. We were let back in by some other lady, and the “extremely rude” woman just glared at us every time she saw us, even as we were buying our two tickets!

As I said, we still are absolutely shocked at this incident and the horrific customer service by this woman. If there had been an announcement to us that we could not finish a complete viewing, either as we were let in or as we needed to leave, that would have been one thing, as we understand everyone has a personal life outside of business; but there were still numerous people in the house!

When I left after we purchased our tickets, this woman was close to the doorway, and I said, “Unbelievable! What a witch!”

This woman – (I can’t say “lady”) – needs never to be a representative for St. Jude’s again. If I would see her again, I would definitely follow up on this conversation with her directly. I only wish I knew her name! As I said, both of us provide customer service at major venues in Nashville, including professional sports; and her lack of knowledge on how to handle an exit situation was very insulting. Please dismiss her; and if you need further identification of her, just show me a picture! I hope to never see her again, especially since she just leaves a bad taste in our mouth about the “compassion” of St. Jude’s. If it was such a big deal for her to leave just as we were being let in, we should have never been allowed in when we arrived in the first place.

I sincerely hope the people in charge of this event look closer at whom they either pay or whom they allow to volunteer for an event that should be memorable – in a good way.