BFI, the company who picks up garbage for my town, needs to have someone encourage them to institute a "The Customer is Always Right" policy!
We live between two subdivisions, and every time there is someone new assigned to our route, they miss our garbage. Of course, it's MY duty to call them and let them know they failed to pick it up.
This morning I called, and was told (repeatedly, by a machine) that their hours were from 8:00 to 4:00 Monday through Friday. Unfortunately, it told me that at 8:00, 8:01, 8:02, 8:03, 8:04 and on, until I had to quit calling them at 8:10 so that I could get to exercise.
When we returned home, I called them again and had to play 20 questions. Each of the questions was phrased to show us just how sick they are of STUPID people who call them. What day is your Pickup Day? Tuesday. I just told you that it wasn't picked up yesterday, and yesterday was TUESDAY! What time did you have the garbage out at the curb? 5:00 a.m., even though you don't pick up the garbage until later in the day. Did it have the proper stickers on the bins? Yes! Did you use an authorized bin? We use your bins for recycling, and our own bins for garbage. This was the garbage you missed, so no, it was not one of your bins. What's your address (in a very bored tone)?
This woman lead me right to the edge of violence. Every word from her mouth implied that we had screwed up in getting the garbage out to the street. They NEVER admit that their people could have erred!
Now, I'll probably get in trouble for complaining about their service on my blog, and they'll give me someone else's garbage, while leaving ours behind, again!
If your business requires that you have to work with the general populace, you need to get real about how you interact with them. I can tell you, when the contract comes up for renewal, I'll be encouraging the committee to look into other service providers!
If you read Essay's blog, you'll understand when I tell you that my Peeves rating was "VOLCANIC!"
Comments (4)
Hmmm. Why should it be your garbage that gets left when someone new comes into the subdivision? One would think that you being there from long before would have yours collected and if anything, the newcomers would have theirs forgotten!? Or am I just very stupid??
Indeed, those places with the multitude of standard questions and automated telephones just jar any sensible thinking persons's nerves!!
Posted by Dr. D. | November 20, 2004 6:43 PM
Posted on November 20, 2004 18:43
I wasn't very clear, was I, Doc?
What I meant to say was that each time a new DRIVER is assigned to our route, they miss our garbage. We're just enough off the beaten path that they forget us.
I really resent they way they treat us when we call to tell them they have missed the pickup, especially since it's THEIR error, not ours.
Posted by Buffy | November 20, 2004 9:37 PM
Posted on November 20, 2004 21:37
Just about the only thing that our local authority get right is the refuse and recycling services. The office is staffed by 2 lovely ladies who really go out of their way to be polite and helpful. And they answer the phone themselves when it rings!
Posted by Blue Witch | November 24, 2004 12:10 PM
Posted on November 24, 2004 12:10
Then, I envy you BW. I sure wish THIS company would get it right. We pay enough for their services.
Posted by Buffy | November 25, 2004 9:52 PM
Posted on November 25, 2004 21:52