Yes, I have a food blog, and yes, that means I love to cook at home a lot.
But sometimes I’m tired and worn out and just want a quick meal without work. So I rely on a few nearby restaurants.
Jimmy John’s is one of them. And, after the service they gave us when we ordered from them last week, they won’t be included any more.
The bad service started when my wife called our order in. The employee did not ask her how she wanted to pay. My wife had to call back to pay by credit card. The employee did not say “Thank you” or “Bye”; she simply hung up.
We have called this particular Jimmy John’s location to place an order before, and sometimes we have our food within 10 or 15 minutes. Freaky fast, indeed.
A long, long wait
But this time was different. In fact, my wife placed the order just before an NCAA March Madness game tipped off. By the time the game had reached halftime (20 minutes of game time plus multiple play stoppages), we still did not have our food.
After waiting for 45 minutes for our food, my wife went to call back Jimmy John’s to complain. Just as she was placing the call, the delivery driver called to inquire about directions. He was close but on the wrong side of a main road. And, for some reason, he thought he was delivering to a business.
We thought this was odd considering we have ordered before and had no hiccups in delivery service.
After we pointed the driver in the correct direction, he arrived about 10 to 15 minutes later. Considering where he said he was when he called, it should not have taken more than 5.
The trouble with money
When the driver arrived, the receipt said $3.62 instead of $11.50, which is what our order cost. We thought that was Jimmy John’s giving us a discount for their service.
My wife signed the receipt and sent the driver on his way.
No sooner had she set the food on the counter when the doorbell rang again.
It was the driver, and he said that the order had been rung up incorrectly and that we owed more money. After a bit of back and forth, my wife signed the receipt for $11.50.
If a restaurant undercharges a customer by accident, and the customer signs the receipt, shouldn’t the business should absorb the undercharged amount? We think so, yet the driver insisted we pay the full $11.50.
After all of this, my wife called the store and spoke with the manager. He said the service was not good because he had new employees, and he would speak with them about their performance.
What we expected was for the manager to say he would charge us just the $3.62 or some other similar recompense.
She also emailed a complaint to the corporate email account. We have not heard back yet, but I will update this post if we do.
(UPDATE 1): Jimmy John’s called my wife in regards to her corporate complaint and will be sending us a $15 gift card and said the service we received was not on par with what they strive to achieve. We appreciate that.
Sound off: Have you ever had customer service so bad that you stopped buying from that business?
I did not watch any NFL football this weekend, and I won’t any time soon. I’m a former NFL fan.
Why? Because, in my eyes, the NFL eroded its brand and tarnished its product greatly in the past week.
One week ago
It started one week ago when the Green Bay Packers (my favorite NFL team) traveled to the Seattle Seahawks on Sept. 24.
On the last play of the game, M.D. Jennings of the Packers came away with an interception, but the replacement referees on the field called it a simultaneous catch, awarding the catch to Golden Tate of the Seahawks. With the catch, Seattle won the game.
The play was controversial because it exemplified how inept the replacement referees were at times. And, without argument (I think), it cost the Packers a win.
Hurting the NFL brand
But more importantly, the botched call showed that the NFL was hurting its brand of sports entertainment by having below-standard referees on the field, showing that the outcome of the games can be decided not just by the players on the field.
And I was ready to write a blog post about how that call, and about how the replacement referees, were hurting the NFL’s brand.
But then the NFL came out with a statement Sept. 25 about the game.
In it, NFL officials said it supported the referees in not overturning the call of a simultaneous possession. Notably, however, the statement does not say whether the simultaneous possession call was correct, only that it should not have been overturned.
Quite a nuanced statement, in my eyes.
Say one thing, display another
After the game, some players were decidedly angry. They took to Twitter.
Got fucked by the refs.. Embarrassing. Thanks nfl
— TJ Lang (@TJLang70) September 25, 2012
That was arguably the most viral of all tweets about the game that night. And the NFL normally fines players for using profanity like Lang did. But on Sept. 26, the NFL decided not to fine the Packers players.
The NFL fines players when they are in the wrong. It is not hard to reach the conclusion that the NFL does not think the Packers players did anything wrong, and that they are siding with them in believing that Green Bay should have won the game.
Thus the NFL said one thing in its statement — the Seahawks won — and another in its actions — the Packers won.
And that was how the NFL tarnished its brand.
How I’ll come back
The end of the referee lockout was the biggest issue for me before Sept. 25. Reaching a conclusion to the dispute was a big step in the right direction.
It would be nice to hear the NFL apologize for its stances on the final call of the game and on not fining the Packers players for their tweets. But that won’t happen.
Instead, I will come back when NFL officials — I don’t mean the referees — are consistent in their rulings and show respect for the product and the fans, something that was quite lacking in the past week.
How do you think the NFL fared in the past week?
Goals. We all have them. It’s usually just a matter of finding the time to complete them. But what happens when time and goals intersect?
Time takes precedence
When time takes precedence, your goals go unfulfilled.
Maybe that means it’s time to re-evaluate your goals. Break them down into smaller goals or scratch those goals altogether. Maybe it means that you need to re-prioritize your goals.
Whatever the case, it’s time to evaluate.
Goals take precedence
You’re completing your goals — that’s great — but at what cost? Time goes by the wayside, which means suffering through not enough leisure time.
It’s time to ponder your plate and whether there’s too much on it. Maybe it’s time for a break or time to move some goals to the backburner.
Worst course of action
What’s the worst thing you can do? Fail to realize how your time and your goals intersect. If you don’t, you won’t be able to evaluate how you are performing your goals and how it’s affecting your time.
Find your priorities
This is the conundrum I have faced in recent weeks: The intersection of time and goals.
My main two goals are blogging here weekly on Mondays and riding 1,000 road cycling miles this year. My cycling goal has taken precedence over time, which has taken precedence over my blogging goal.
But I’m passionate about blogging, and that’s why I’m re-evaluating how time and my goals intersect. I’m hoping my goals take more precedence in the near future.
Those words were a few of those that I’ve read in Seth Godin’s “Linchpin.” (I’m about one-third through the book.)
A lot of Godin’s points have struck home to me, but this one in particular I thought was important and worth expanding from my point of view.
These were words that I have unofficially tried to live by professionally. I’ve made efforts in my job to step up and do something that hadn’t been done before or that I thought should be done. Among those efforts was stepping up to take over my employer’s social media accounts, which would not have been updated had I not stepped up.
From the customer’s perspective
I think it makes sense to think about these words as a customer. Do you want to find an employee and ask them a question and have them answer, “Not my job”? No, you don’t. No one does. You want that employee to help you out, even if they think someone else could help them better.
From the employee’s perspective
That’s why when you think about how you act as an employee, these words are important. So this task wasn’t a part of your job description? So what? Do it anyway. Step up, do the job. Your employer will look better, and you will look better.
So when I was at Best Buy shortly thereafter, I thought I would check out the prices.
Here’s where the title of this post comes in: When I looked at the price of a new game, it was $10, but the price of a previously-owned copy of the game was $20.
Best Buy was charging $10 more for a previously-owned copy than for a new copy. Um, huh?
Yeah, that makes no sense. I’m assuming they’re charging more for the traded-in copy to make a profit on the transaction. But if doing so is going to put the price higher than the new copy, they shouldn’t even buy the traded in copy.
Let’s just take this as another example of why you shouldn’t confuse your customers. (Hint: I didn’t buy either copy.)
We’re more than a quarter of the way through 2011, so I’ve had time to look back at and reflect on some of my goals for this year.
If there’s one thing that I’ve learned from setting goals this year, it’s that you need to set realistic goals.
The goals for my personal and financial categories are realistic. But when I look at the goals I set in my health category, I think I went a little overboard.
I wanted to bike 2,011 miles this year as well as run 100 and run in a 5K. At the beginning of this year, those goals seemed realistic. Of course, I based those goals on last year, during which I biked about 400 miles during a three-month stretch. And I didn’t run. At all.
There’s something to be said of setting goals, no matter how realistic. Sometimes, it’s to motivate yourself and get you to do a little bit, even if you fail to achieve that goal.
For some, that’s a win.
But for me, that can lead to me feeling too overwhelmed by what I’m trying to achieve that I end up not trying.
I knew going into 2011 that I had one puppy and would be adding another to my family in the first couple of months of the year. Yet I tasked myself with biking 2,011 miles despite that. That was unrealistic.
I failed to take into consideration how much free time I had to devote to my healthy goals. In doing so, I ended up creating unrealistic goals.