July 11th, 2011 Update: After repeat correspondences with Calgary Stampede‘s customer service, it is unfortunate that Stampede and I can’t come to a resolution (re my car being towed by Stampede‘s mistake) that is satisfactory to them and me. And there is no point in going back and forth further on this. So in order for me to come to a closure and to turn the negative experiences into something that can help me grow, I’ve promised myself to do the following three things.
1) To make this a fun experience for me. I’m going to try to create a music video featuring my Calgary Stampede car towing experiences. I’ve only made a handful of music videos before and the last one I made was actually inspiring and fun, if I may say so myself. So I look forward to creating another fun MV.
2) I’ll try to write/crowdsource a song with new lyrics featuring my Calgary Stampede car towing experiences. And yes, you guess it, this new song will be called something like “Calgary Stampede Tows Cars” (working title inspired by “United Breaks Guitars“). Dave Carroll really showed us customers that we are not beholden to faceless organizations who care little about customer services.
3) This last one is closest to my heart. I will try to write a “Calgary Stampede Tows Cars” business case study to share the various lessons contained in my experiences. I think others businesses can learn something important here. You see, I think Customer Service Excellence is one of the most important goals for a company to aspire to achieve. This goal is so important to me that I have a blog dedicated to writing about the good, bad, ugly, and beautiful customer service experiences I have seen over the years.
Sure, this “Calgary Stampede Tows Cars” case wil be shorter, in terms of time, effort, and scope, compare to my 2006 iStockphoto Case Study and case study extras, but it should still be a lot of fun to share my insights.
NOTE: My horrible experiences isn’t like what Dave Carroll had experienced. But I believe there are still much for businesses to learn from my treatment and how businesses can better serve customers in the future.
It was a once in a lifetime occasion to see the recently wedded Will & Kate (Duke and Duchess of Cambridge) in Calgary, so I lined up early Wednesday morning at Max Bell centre for 3+ hours to get the wristbands plus filed some report (see video).
On Thursday, we got to BMO Centre early at around 3pm and parked at a Stampede Parking lot (as our wristband info card suggested). We parked at a lot on our left as per the instructions from the Calgary Stampede traffic person (someone standing in the middle of the street directing traffic). Everything seemed ok so far.
After seeing Will and Kate, and discovering our car was gone from the parking lot, we were told by a Stampede parking attendant that our car had been towed to some parking lot across the river! Huh, what was going on? We parked as we were told by a Stampede traffic directing person! How could our car have been towed? So the parking attendee tried to find his supervisor for further instructions.
Unable to find his supervisor via radio, he walked across the street trying to get help from another Stampede employee. This was when things turned from bad to worst/ugly. This employee, to protect the rude and inhospitable, I will call him “Faceless Andy” and covered up his face.
Faceless Andy told us to walk, yes, WALK, to the far away parking lot across the river, even though our car was towed because of **Stampede’s mistakes**. Wow, really, this is how “helpful” Stampede is?!
Again, we parked as told. It was Stampede‘s mistakes, and now Faceless Andy didn’t even have the common courtesy to try to help us by offerring us a ride to get our car back?! What the “f” is this attitude? Remember, this tow lot is across the river, some distance away, and somewhere we had never been to. If you ask me, Faceless Andy truly set the standard of Stampede inhospitality and rudeness.
Really? Since when did Stampede start hiring employees this unhelpful and rude? Is this how Stampede‘s guests are supposed to be treated now? Worst, we, the thousands of wristbands holders actually went to see Will and Kate! We were in fact special guests to see the royals, following parking instructions as printed (yes, printed) on the 2011 Royal Tour information card! Instead of trying to be extra helpful, I saw indifference and rudeness.
Since Faceless Andy was getting us absolutely no where, and others nearby weren’t able to help. The parking attendent tried the radio again and finally was able reach his supervisor Joel.
At this point, I wasn’t surprised that supervisor Joel had absolutely no idea about the parking arrangement for the Will and Kate event at the BMO Centre that is using Stampede’s parking lots! I basically had to show him the printed parking instructions and then explained to him what the arrangement was as I understood it. So this is the guests job now? And then told him what the traffic directing person told us re where we could park, “a parking spot on the left”. We had no idea, and there were no clearly posted note, that the lot was a “Stampede’s directors only” parking lot and “unauthorized” vehicles would be towed. You see, the gate to this lot wasn’t locked and there weren’t anyone guarding it as Joel explained it should have. So even this was Stampede’s fault, they could and would just towed people’s cars away. Really, absolutely beeping nice!
About four minutes of explaining and talking later, Joel finally accepted the fact that Stampede had made a mistake and offered us a ride to pick up our car.
Here is how I described the ride: “The ride with Calgary Stampede’s Joel was nice-ish, kinda like a ride in a police car to see where your stolen car was taken by thieves.”
“Calgary Stampede’s gate-keepers of our stolen car” was the feeling I had with these people at the gate of the tow car lot.
And then I wondered if these were the other lucky recipients of the Calgary Stampede’s inhospitality “you-are-going-to-be-f-cking-towed note”?
Finally, in front of our car. Our Calgary Stampede’s inhospitality “you-are-going-to-be-f-cking-towed” note that lead to our car gone missing. Thank you Stampede for wasting our time and ruining our evening.
The following is a picture of our Will and Kate wristband (notice the parking instruction) and the Calgary Stampede’s inhospitality “you-are-going-to-be-f-cking-towed note”. They will be part of our memory keepsake to remind us the fun in seeing Will and Kate. And also how rude and inhospitable Calgary Stampede’s treatment of its guests had become.
If Calgary Stampede is incapable or unwilling to extend the hospitality expected of them, events with VIPs (especially those with many out of town guests are expected) should NOT be held at or near Calgary Stampede ground to avoid any future frustration, humiliation, and wasted time and energy of Calgary’s guests.
I will tweet about this and try to reach out to Calgary Stampede (twitter) and see what they will do to right this wrong. Of course, at this stage, I have sort of given up on Calgary Stampede and will not be surprised too much if they don’t do anything. Will see.