Scenario: You take the family out to a nice restaurant. Someone comes by and asks what you would like to eat. You go around the table and give you orders, including substitutions due to taste, health and other reasons;. When you’ve finished, the person confirms everything that you want, and then leaves the table.
Thirty minutes go by. No food. Sixty minutes. No food.
Two hours after you were seated and said you wanted, you discover that you never placed your order. The person you spoke with just has the job of making sure that they can meet your request. You actually have to find a server on your own to place your order in order to fill it.
Welcome to customer service in the style of Pet Smart and its “dog hotel” service. Two weeks ago I went through the rigmarole of scheduling our dog’s stay at their kennel so we can go on vacation next week. Today I had to schedule a second, unrelated stay and to my dismay I could find no record of the reservations I made for next week.
Some genius at IT designed a web site that says “Sure, we can get you that cheeseburger” but that doesn’t actually place the order.
Thanks, unnamed genius.
How about this teensy-weensy change to your web site. Either set it up so it functions and allows people to make reservations online; or just have it direct you to the nearest PetSmart hotel and nothing else.
I am really disliking your web site, your dog hotel, and your entire brand right now; and I’m annoyed enough that I’m spreading that discontent.
Good work.
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