Customer feedback: do you really want to know about my experience?

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Companies try all sorts of ways to get customer feedback. You see those emoji button stands as you exit airline security. Every fleet truck I get stuck behind seems to be emblazened with a “How’s my driving?” sticker. And, last week I took my first ride on Florida’s new express train, the Brightline. On the multiple screens laid out in each train car, the messages alternated between ads, service information, and one message that encouraged passengers to “share your experience!” providing a hashtag for Facebook, Twitter, and Instagram.

OK, Brightline, since you asked, here was my experience:

I was supposed to get a $10 coupon for registering. I never received it. When I explained that to the lady at the ticket counter, she took down my name, email, and phone number, but a week later, I haven’t heard anything from anyone. And, she was pretty rude and patronizing.

I tried purchasing tickets on my home computer, on my mobile browser, on the app, and at the kiosk in the station. None worked. The rude, patronizing lady succeeded in booking us on the train. By the time we got upstairs to board the train, we were, late for it. Our tickets didn’t work at the turnstyle. A very nice security officer got us through the gates and radioed ahead to hold the train for us.

Although our train car only had about 15 people in it, my son and I were given seats that were four rows apart. There was nobody else at the table which I was allocated, nobody in the seat beside him, and nobody in the 6 seats between us. There was also no way to change our seats in the app, so we just both sat at my table, and nobody questioned us.

On our return journey two days later, we booked the “Select” service, which Brightline bills as its “first class service”. This time the app did work to buy tickets (but still no coupon). Thanks to a collosally incompetent Lyft driver we missed the train we had booked. Brightline staff kindly and efficiently booked us on the next train — which was an hour later. We went to the Select lounge, where our advertised “enhanced experience” was supposed to include “an ever-changing lineup of enticing bites throughout the day and evening.” Neither my son nor I had eaten dinner (thanks Lyft driver!) and when we got to the lounge, all of the food was gone. Despite advertising “champagne, premium wines and beers, handcrafted cocktails, juices and soft drinks,” a lounge employee was removing everything except the beer, juice, and soft drinks. When I asked about food, I was told that food was only served until 9 o’clock. We got to the lounge at about 9:04. But, nowhere in Brightline’s ads or promotional literature does it say that food was only served until 9pm. And then, the lounge employee was about as rude and patronizing as her colleage from two days ago. I bought food for my son at Brighline’s over priced cafe — although the only reason we had booked “Select” was because we hadn’t eaten. Finally, a very kind employee at the cafe responded very appropriately to our story and put together a plate of cheese and cold-cuts for us.

I bumped into a manager and explained our plight. She was rude and patronizing. Maybe she trained the other two employees.

The WiFi wasn’t fast enough for my son to play Fortnite. That was a negative for him and a positive for me.

In Brightline’s defense, it is a relatively new company and service. But it’s not *that* new. The West Palm Beach-Fort Lauderdale segment opened in January, and they extended to Miami in May. I’d have thought they’d have worked out the kinks by now. My wife had taken it the week prior to my son’s and my trip and she loved it. Maybe that led to a hightened expectation on my end. And, some elements worked great. Melba, the cafe member in Miami that put together the charcuterie plate for us was a sweetheart. The security staff in both the Miami and West Palm stations were efficient, showed empathy, and frankly displayed better customer service than most of the service staff. And, the on board experience is clean, efficient, and pleasant.

But, I came away underwhelmed and disappointed. I’ll give Brightline another go — it’s not like driving to Miami is fun! But, Brightline, I offered my feedback to your employees and to one of your managers, and for the most part they were rude and patronizing. Since you asked for feedback on social media too, I’m happy to share it there. But there’s a lesson for companies to reconsider how they treat feedback — when you get it directly, in particular. If you genuinely want feedback, you might want to invest in some employee training and introduce some processes to capture the feedback and evolve your experience. If it was just an excuse to display your hashtag, I messed that one up for you. Sorry.

Republished with author’s permission from original post

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