Recently I had a terrible customer unservice example from Wells Fargo Bank. I am not a Wells Fargo customer, but I wanted to help a relative by putting money in his account. So  went to the website and searched for a local bank. I got this page
http://bit.ly/1VBwuX

So I chose the South Shore Harbor location but could not find it when I drove there.

Turns out it is in a grocery store.

So today I called to suggest they might consider changing the address from

SOUTH SHORE HARBOR
2905 S SHORE BLVD,
LEAGUE CITY, TX 77573

to

SOUTH SHORE HARBOR
(Inside the Randalls store)
2905 S SHORE BLVD,
LEAGUE CITY, TX 77573

Unfortunately, I couldn’t even get my suggestion out because the person who answered the phone was not really interested in my suggestion. She wanted to explain that had I looked at the right column I would see it says “In-Store Branch” so they were right and I was wrong.

I was not thanked for the call. I was not thanked for my concern. Rather it was explained that Iwas “wrong”.

Even when your customers suggest “wrong” ideas, this is not the way to respond.