My husband is a pretty funny guy, (okay, I'm a bit biased..) but when he told me about ICE-- I begged him to share his story with you all!
I've been told that I can be "cold as ice," when telling it like it is. Well imagine my excitement when the Marine Corps instituted the ICE system and no I'm not talking about Immigration and Customs Enforcement. It is the Interactive Customer Evaluation system and boy is it fun! It is a web based complaint form that any customer aboard a Marine Corps base can utilize when they see or in my case experience horrible customer service. Your complaint/recommendation goes straight to the director of the department! Since first learning of this amazing (and enjoyable) system, I have used it on 3 different occasions.
My first ICE complaint was on the 7 day store on base. I am a frequent customer to their coffee mess. They serve Seattle's Best coffee. Well in mid December, it turned into Seattle's Worst. They constantly ran out of sugar, creamer and even cups! I mean, who runs out of cups? There was also grinds in every cup...gross? Well after about the 5th day, I decided to write to my new found friend, Mr. ICE. I told them the problems and being that it was so close to Christmas, I ended the complaint with, "to summarize, the coffe mess in your store is ho, ho horrible." The next morning it was fixed and haven't had a problem since.
My 2nd ICE was awarded to dental. I had a scheduled cleaning that I made about 3 weeks in advance. I showed up 20 minutes early, only to be told that my dentist "called in sick" and that "I couldn't be seen today" and that "sorry, you should have been called." She then said she could re-schedule me... 3 weeks from then. Um, no? Hello Mr. ICE. Within 2 hours of writing the complaint, I had an O-6 in the Navy email me apologizing and that "they have failed me." Needless to say, I was seen that same day.
My 3rd horrible customer service experience came in the chow hall (who would have guessed?) My friend and I were just craving a cheeseburger, so we swung by the chow hall, walked up to a disgruntled 50 something lunch lady who took our order. My buddy ordered his cheeseburger and then I said I'd like the same. After a few minutes, she handed him his burger, with some onion rings. Then she handed me my burger, all by it's lonesome. I kindly asked her, "um, where are my onion rings, ma'am?" She rudly replied, "Huh?" "You wanted sum rings?" "You gotta ask for it!" Then stormed off to the freezer. My buddy leaned over and said, "I guess you ask for good service too." After my ICE complaint, I've never seen that lady serving cheeseburgers again. I would imagine they put her in the back somewhere, far away from customers.
In summary, the ICE system is there for you, the customer and it WORKS. So the next time you have grinds in your coffee, have an appointment butchered or have a lunch lady yell "You gotta ask for it!" Go online, click on Mr. ICE and tell him what happened!