This blog refers to Nandos…the chicken supremos – or not?
In esscence, this really refers to very poor customer service and very small mindedness!
Here goes. I have been a pretty regular customer of Nandos for a couple of years. It’s not exactly Mcdonalds in terms of pricing, as it’s not cheap…but equally it’s by no means expensive, and it is what it is and I expect no more from it. The food is good and invariably the service is good too.
If you are a resonable regular there, then you will be aware of their Loyalty Card scheme…..whereupon when you eat in there or take away, your card gets stamped and you build up to a free 1/4, a half or even a full chicken. Great as far as I am concerned, as I go there with my kids and sometimes get take away for myself. I had managed to build up one card which had a free 1/4 and a free 1/2, and another full card, entitling me to a free 1/4, and a free 1/2 and a full chicken. So I said to the kids, let’s go to Nandos and get thre free chicken and we’ll come back, put some chips and some vegetables on, and we’ll have a nice roast meal so to speak. Off we went to Nandos (2 miles down the road) and went in and ordered and when I gave my card in, I was told that they don’t accept this card anymore…they have a new one! Well this pissed me off no end! Firstly, there is nothing on the card to suggest it had a time limit on it, nor had I brought anything else with me, as I was only out to get the Nandos, so that was my only form of payment…..OK I thought, I’m not happy about this, but my kids are with me, so we went back home and I sorted something else out for dinner.
I took it upon myself, to go to the Nandos website and email them and tell them how unhappy I was as well as being embarassed in the Restaurant, wasted fule and my time…as it was! They wrote back to extend their apologies and said if I send the ones I have, they will replace them…..problem solved…or so I thought! I sent them off as they suggested, a week later I had not heard so I wrote again and they said they had been sent, and I replied I had not received them. So, they sent some more…they arrived. I would hasten to add here, that they gave me like for like (or that’s what I thought I had…more a bit later on that) Personally, I would have given the customer 2 completed cards for the aggravation and embarassment I endured, but not like for like.
That weekend, I was on my own, so I though I’ll go to Nandos and get a half chicken for me….off I went, parked, went in and ordered gave them my card, and what I hadn’t noticed was that Nandos Customer Service team had also dated the part where the retailer would date when you get your free chicken portion, so as to show it’s been redeemed. To say I was not happy is an understatement! With the 2 cards that I had, you are talking £46 in total of free chicken, which shows 1) I have been a good customer, 2) this is a fair amount of food which essentially is paid for, and in this current economic climate, is a reasonable sum of money not to chuck away.
I of course wrote back to Nandos to express my utter horror and further embaressment…yes they responded, and yes they sent out 2 more cards, and low and behold they had crossed off the wrong parts, and yes I am now 1 & 1/4 chickens better off in terms of the cards, but had they dealt with this in the proper manner in the first place, and just given me 2 completed cards instead of 1 & 2/3, and checked what they sent to me in the first place, they would have saved money in terms of time, postage and now I am 1 & 1/4 chickens better off because I could be bothered, and that amounts to £16 worth of vouchers, but also they have left a “fowl” taste in my mouth, as I don’t really want to go back there again and give them my hard earned money once I have used up the vouchers/cards.
For me, the lesson here is look after your customers, because a restaurant without them is just a warehouse full of rotting food! All they had to do was weigh up the situation, say sorry, give the customer a little bit more than he had, and that was down to their neglegence for not informing customers that they had changed the cards ( they admitted this in the email back), and for my aggravation and wasted petrol and time. Here they would have had a very happy customer who wouldn’t be thinking twice about going back, and if you will excuse the bird pun again…I would have been “Crowing” about how great Nandos were!
I’m not suggesting to any of you that you don’t go to Nandos, but for me I will think twice before I set foot in there again as a paying customer!
I hope you enjoyed reading this, and welcome any views or thoughts you may have – positive or negative!
Next blog is Talk Talk…they need to Listen Listen!