It’s all about customer service. And Buffalo Wings.

OrderUp Baltimore
OrderUp Baltimore

I’m a diehard supporter of Baltimore businesses, but not of those businesses that refuse to give me access to a real person directly or though a call-back.

I received this email from OrderUp last Friday:

I understand that you had an issue with one of American Wings and Pizza’s drivers on Friday. Unfortunately, this restaurant doesn’t use our delivery service, they have their own drivers. Thus, I’m not able to communicate with the driver or address any problems with them. I’d be happy to look into it for you, though. Could you tell me a bit more about what happened? Thanks!

Rob

Don’t get between me and wings

Here’s the email I just sent:

Hi Rob—By ordering through OrderUp I thought that your firm was more than just an order processor, payment collector. I also didn’t know that I couldn’t actually speak to one of your representatives if there was a problem. I guess I should have ordered directly from American Wings and Pizza as I have in the past.

This is the transcript of my online “keyboard chat” in lieu of a real conversation with someone at OrderUp.

Andrew Fielder
Hello there! How may I help you?
Stephen Brockelman
Can you call me at 443-7**-**** about my order?
[LONG PAUSE] Hello?
[LONGER PAUSE] Hello??
AF
Sorry about that Stephen, I’m checking for you right now.
What exactly was the issue you were having?
SB
Your diver, I want to speak with a person about this.
AF
I can have someone call you right back about the driver. it’ll just be a moment if that’s fine.
SB
Thanks.
AF
Do you have an order number so I can let them know what order it’s regarding?
SB
Just a second.
DELIVERY Order #22722247
AF
Thanks, I’ll send in a ticket to have someone call you right back so we can discuss what the issue is.
SB
Thanks.
AF
To confirm, that was for American Wings & Pizza in Baltmore, correct?
SB
Yep.
AF
Alright, we’ll be contacting you shortly! Take care until then Stephen!
SB
Will do.

Call this post, “The customer service call that never came.”

By Stephen Brockelman

As a Sr. Writer at T. Rowe Price, I work with a group of the best copywriters around. We belong to the broader creative team within Enterprise Creative, a part of Corporate Marketing Services. _____________________________________________ A long and winding road: My path to T. Rowe Price was more twisted than Fidelity’s green line. With scholarship in hand, I left Kansas at 18 to study theatre in New York. When my soap opera paychecks stopped coming from CBS and started coming from the show’s sponsor, Proctor & Gamble, I discovered the power of advertising and switched careers. Over the years I’ve owned an ad agency in San Francisco; worked for Norman Lear on All in the Family, Good Times, Sanford and Son, and the rest of his hit shows; and as a member of Directors Guild of America, I directed Desi Arnaz in his last television appearance— we remained friends until his death. In 1988 I began freelancing full time didn’t look back. In January 2012 my rep at Boss Group called and said, “I know you don’t want to commute and writing for the financial industry isn’t high on your wish list, but I have a gig with T. Rowe Price in Owings Mills…” I was a contractor for eight months, drank the corporate Kool-Aid, became a TRP associate that August, and today I find myself smiling more often than not.

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