This was horrendous customer service. This was about as bad as blatant rudeness (and nobody on either side of the window was noticeably rude to anybody on the other side). This was obliviousness. This was the sense of abandonment that’s customer service at its worst, something that seems to be the default setting for the Mets, whatever stadium they call home.
I’m trying to figure out why the Mets operate like this; why there doesn’t seem to be a prevailing ethos that demands supervisors roll up their sleeves and pitch in to do what it takes in a situation like I encountered (and have encountered before); or why there doesn’t seem to be a contingency plan in place for when simple things go noticeably wrong (was this the first time the field level ticket windows’ Internet connection went down?); or why the organization is more concerned with appearing to be interested in customer service than actually serving its customers. Fan-friendliness isn’t accomplished by sending someone in a windbreaker to the curb to say “Welcome to Citi Field.” It’s achieved by making you welcome every step of your stay.
via Keep the Customer Satisfied « Faith and Fear in Flushing.
Uh oh, when you get The Great One to take you to task that’s much more serious than some fat guy with a man crush on Daniel Murphy.
If you’d like to see what had Greg so fired up (and he also said some nice things about other aspects of his experience at Citi) click that link up there.
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If Greg gets into the Mets Policing business I am finished. He already crushes me on discussions about 1977, and he wrote like 15 flowing paragraphs about his customer service experience. We all know I would have written two maybe three hacky paragraphs.
