Everyone knows that the furniture store near my house (a local store of a billion-dollar national chain) has a manager with a nasty attitude.
We dealt with her more than once. Our problems were bad enough that it went to top management.
But a month later, the same rude person scolded us when we tried to return something. So we’re never going back.
The big question here is: Why hasn’t the national office dealt with it? You should always assume that one customer complaint = a dozen real incidents.
So when a company hears about stuff like this, do they have a process to track down and flag recurring problems? Do they look for patterns?
Or do they treat each incident as a one-off, which hides a deeper and more significant problem.
Where is their system to flag systemic problems?
Where is yours?