Wednesday, December 29, 2010

Restocking Fees aren't the Only Reason We Hate Gift Cards

So there I was....

This year my husband got me a gift card for Dunkin Donuts. (Yeah, I know what you must be thinking. Bless his heart. He knows I love boston cremes and that ultra fabulous coffee.) Today I went in to pick up a couple coffees and a couple donuts to bring home. I frequent this particular shop in Squirrel Hill. They went to the trouble to become kosher (a brilliant idea in a Jewish neighborhood) but as you'll learn they fall short on basic customer service. My total rang up and I handed the cashier my gift card. (The cashier who is often there when I visit and knows me almost by name.) "Oh no," she said. "The machine has not been accepting these." "So what do we do?" I asked. It was clear, I had to pay for the items with cash or credit. Sure, the machine can accept my Visa but not my gift card. How convenient. I asked what the manager was offering customers for the inconvenience? "There is nothing we can do," she said over and over. But I assured her there was plenty any good business could do. A free coffee? A donut? Here's one... how about an apology? No, I got nothing. I only got, "There is nothing we can do." To add insult to injury I ordered two coffees and a couple donuts therefore I asked for a carrying tray. "No, we don't have any of those. We've run out." Great. So, trying to drink my hot coffee to eliminate at least one carry item, I managed to get baby, handbag, coffee and donuts safely, if not gracefully, to the car. I do enjoy a good boston creme donut- and sometimes they get them just perfect- but there are other donut places. And, I'll miss the coffee too- outside the kind we make at home it's a second favorite. Goodbye Squirrel Hill Dunkin Donuts.

Here's another example, again that happened today while trying to use a gift card. Sephora, a great retailer that I've had wonderful service at, for the most part, over the years. I went into my local shop, in Shadyside, and saw they were out of the perfume I wanted to buy. The consultant said I could get it online. I asked if I'd be charged shipping (having learned from the Origins fiasco). Not if it is over $50 she said. And, sure enough my perfume was. OK, great. So online I go. Trouble is that the online system still wanted credit card information from me, even though my gift card had double the amount I wanted to spend with that single purchase. Not only did they want credit card info, a disclaimer said that I had to spend at least what was on the gift card to use it. Did I read that right? I read it three times. Then I abandoned the purchase and hoped my information wasn't saved (although knowing of course it was). I called the toll-free number and made the purchase with a wonderful person on the telephone who had no problem taking only the amount I wanted to spend, for my perfume, from my gift card and shipping my product promptly. Thank goodness. Sadly, she could see the purchase I attempted to make online (which let me know, unfortunately, that my information had been saved although I abandoned the transaction). Oh, well. We can't solve all the worlds problems in one day, can we?

And it isn't just a new problem, last year my mother gave me a gift card for Origins. I adore their product lines of skincare. I spent about an hour in the Origins department at my local Macy's talking with the representative and carefully choosing lotions and potions. I was really excited to have some new products to try and some trusted ones to continue with. At the time of checkout I handed the representative my gift card. "Oh no," she declared. "You can't use that gift card here." Apparently, as it states in fine print on the card, it can only be used online or at a stand alone store, not at the department in Macy's and other fine retailers. My protests were worthless. There was nothing she could do. So I went home and tried to recreate my order online. I, of course, paid more because now I had to pay shipping and a few items were higher than they were in the Origins department. I swore I'd never shop at Origins again, after all there are many fine skin care lines out there. And there are. And, I have ... found several. Goodbye Origins.

So, what does my rant offer in guidance to businesses. (1) Don't offer gift cards unless you can actually accept them without ridiculous limitations and at all times (2) Offer your clients something when that system fails... along with an apology (3) Make your cashiers, consultants, representatives, etc... aware of the fact that customers help to get their paychecks fulfilled each week and do keep businesses going. Being nice to them is the very least one can do and the wild card (4) Fire any employee or manager who says "There is nothing I/we can do." There is ALWAYS something you can do to promote customer satisfaction and loyalty.

And for even better measure: train your associates that if a client's hands are full, offer to help them to the car- ESPECIALLY if their hands are full because of your lack of supplies or caring. The Chick-fil-A at the Waterfront has this down pat. They continuously offer some of the finest examples of customer service I have ever seen. Go there to learn a thing or two.

Tuesday, December 21, 2010

A Great Read in a Million Miles

A dear friend of mine gave me Donald Miller's book titled A Million Miles in a Thousand Years. I am absolutely loving it. She gave it to me because she said she could hear me saying the things he says in the book. She also thought that as a coach, I may want to share it with my clients. She was right.

Miller's writing is easy on the brain without complexities or jargon. He's hysterically funny. But most importantly he reminds us that our life is our story. Stories have meaningful plots and events. Yet, many of us live without great meaning and our stories are boring. But, we can change that. Your story is yours to write and edit.

Miller talks about his uncle in the book. He (the uncle) dies. His life was full of meaning and giving. Miller talks about a good life, a good story, often feels cut short in death. While lives that weren't filled with great meaning don't grip us the same in death. It doesn't mean we don't love the deceased, it just feels different. I hope my life feels cut short, even if I die at 101. I hope to live with meaning and purpose each and every year I have here on earth. Don't you?

I recall a women's project I did years ago. I asked the women in my life to tell me about moments or events that were of great meaning to them. I did the exercise myself then too. It resonates with what Miller opens his book with. There are some people who have meaning and purpose or attempt to identify it often and then those who don't. The good news is that if you or someone you know is in the latter group, you can change. You can begin a purposeful and meaningful journey today.

I'm only on chapter fourteen but I look forward to next and the next and the next after that.

If you are open to examining your life- and you like some humor along the way- pick up Miller's book. Then let me know what you think of it.

Friday, December 17, 2010

A Baby's Lesson in Time Management

I have far less time than I ever did before. Yes, it's true that I still have 24 hours in a day just like you and just like I used to. But now, I have the cries and needs of a little one that take priority over all else. Some days it can be maddening, I'll confess. Where did my time for creativity go? My time for careful business planning and marketing? My time for showers that are more than 5 minutes?

But I'll also tell you that I find it wonderfully redeeming too. I have to choose how to spend a quiet 5 minute period and constantly reprioritize. I slimmed down my inbox months before my little bundle came so that I no longer received 200+ a day and now likely receive 50-70. That was a plus. But of those 50 I may only pay attention to or answer 15. So, all nonsense has literally "left the building". I have no time for things that are not wildly interesting, profitable or very pleasing. It's kind of .... wonderful. I'm FORCED to make hard choices that are far easier than they ever were before.

Thanks Bahia.

Tuesday, December 7, 2010

New Year Resolutions: How to REALLY Accomplish Them

I often refer to "goals" rather than resolutions. Goals tend to have more structure and are worked on throughout the year, not just focused on at the beginning as many resolutions are. No matter what you call them, here's a few hints to making them stick.

Carefully consider the goal- how it is written (and yes, write it down). Make it succinct. This will allow you to be mindful of it often and tell others about it (for their support) in an easy way.

Digest and discuss why the goal is important to you.

Further, explore ways that have been unsuccessful in the past toward the achievement of this goal (to prevent going down the same exact path).

Make a plan for how you'll work on this goal each day. How will it be visible in your everyday habits?

Don't allow a mistake to ruin the goal. We all fall off the wagon, so to speak, so just get back on and remind yourself of the above points.

Get others to help and support you.

Join a group of others who have the same goal or who are also determined to make a goal of theirs come to life.

Don't be afraid to honestly revisit the goal, it's importance or it's presence in your daily life and edit is as necessary.

Harness the power that you do have to accomplish what you want to. Don't make excuses for yourself or others in why your goal didn't come to reality. Instead, make a declaration and plan that will see it through to completion and then celebrate.

Happy goal setting.