Dear Department Store Trainers,
Hello. I beg you... to train your employees more on common sense and courtesy then on the decision tree dialogue.
Today I was in a very popular department store, although truth be told, I only visit once a year on average (I'm just not a big department store shopper). The friendly (good point) clerk greeted me and proceeded to ask if I wanted to use my department store credit card today. "No." I replied. "Would I like to save 5%?" She asked. "No," again I replied. After all, 5% of the whopping $20 I was spending seemed silly - especially since I didn't need another credit card EVER. So, all of this would have been fine by me, this dialogue. Until... she asked me again, twice, if I wanted a credit card... just in different ways. One instance was a simply ploy, telling me that it only took 90 seconds to apply and begin reaping the rewards. The other was asking if I was "sure" that I didn't want to apply and save big. I'M SURE!!!!!!!!!!!! Thank you. (trying to continue to be pleasant through the teeth that are clenched together as the steam begins to blow)
It only went downhill from there. "Do I have email?" she asked. "No." I replied. That garnered a funny look. Of course I have email. I just didn't want to give it to her. Then, she went on to ask for my zip code, as if it was required. "You don't need that," I responded. She was as done with me as I her. :) Finally I sighed.
Marketing I get. I love it in fact. Upselling I get too. Rudeness and badgering are beyond my ability to accept, with a smile.
When your employee encounters someone who is reluctant to open a charge account to save $1, don't ask them 3 times. And, when meeting reluctance, ask, only once and nicely, "may we have your email to send you coupons in the future...."? The defining characteristic there is ASKING and OFFERING RATIONALE THAT IS A BENEFIT FOR THE CUSTOMER. It's not rocket science people, just common sense and courtesy. But, dare I ask for that in this day and age.....
The morale of this story is that this episode has now decreased my pilgrimage to this department store, Kohl's if you must know, down from once a year to NEVER AGAIN. My peace of mind and my wallet will thank me.
Many thanks and most sincerely,
Lisa Spahr
Customer (once upon a time) and business coach (one who practices what she preaches)
Showing posts with label customer service. Show all posts
Showing posts with label customer service. Show all posts
Friday, May 25, 2012
Sunday, October 11, 2009
Are Your Employees Ready to be Busy?
My husband and I go to the same bagel shop every weekend. Sometimes, both weekend mornings. And, sometimes we even go for coffee on a weekday. We really enjoy the place. We grab our usual seats by the window and settle in for an hour or longer.
The food and service are usually pretty consistent. Random times we have to wonder if our bagels were really toasted or if we gave them the wrong order- resulting in a little different outcome than we expected. (smile) But, we grin and roll with it. We are very agreeable customers- at least I think so.
This morning, however, was “one to take the cake or bagel” so to speak. It was wildly busy (which does happen during every shift). We stood in line for about 15 minutes. No big deal. We were up for it. I said my usual, “hello” to the new-ish clerk behind the counter when she looked up at us in exhaustion. I got a tepid “hi” back. She took our order and I sensed trouble. She didn’t seem as familiar with the system as the seasoned clerks we know so well.
15-20 minutes later my bagel came out. By itself. It did not accompany my potatoes nor was my husband’s meal in sight. 10 minutes later, my husband inquired as my bagel sat quietly cooling to room temp, loosing the lovely gooiness that the peanut butter possesses on a warm one. “It’s coming,” the newbie said before he opened his mouth. He sat back down. 10 minutes later he inquired again. “It’s coming.” Finally we saw it across the room. My potatoes still missing in action. Later they emerged- cool to the touch. While my husband was up at the counter asking them to toast his 40+ minute late meal, I was quickly behind him with my potatoes. Now I was perturbed. It took 5 minutes for anyone to pay any attention but when they did I asked for a fresh batch of potatoes- and ones without a foreign object (a mushroom or piece of meat) in them. I think she rolled her eyes.
I could go on with the story but I’ll spare you as I had hoped to be spared myself.
The gist is that even loyal customers are not going to forgive bad service. TRAIN YOUR STAFF to recognize busy atmospheres from a customer’s perspective. They pay the same price and expect the same consistency in service and food quality. They pay more in fact, because they are willing to wait in lines and wait a little longer for HOT food.
We understand the stress level is higher during busy times. We know you are working hard. But, we are still your customers. We do have the right to expect a few things from you- even when you are busy.
I really wanted to say, “I am really sorry that you are so busy.” But, I don’t know that any of them would have gotten the real meaning of my statement.
We’ll find another favorite. Thanks. I take my money too seriously to tolerate bad service and bad food.
The food and service are usually pretty consistent. Random times we have to wonder if our bagels were really toasted or if we gave them the wrong order- resulting in a little different outcome than we expected. (smile) But, we grin and roll with it. We are very agreeable customers- at least I think so.
This morning, however, was “one to take the cake or bagel” so to speak. It was wildly busy (which does happen during every shift). We stood in line for about 15 minutes. No big deal. We were up for it. I said my usual, “hello” to the new-ish clerk behind the counter when she looked up at us in exhaustion. I got a tepid “hi” back. She took our order and I sensed trouble. She didn’t seem as familiar with the system as the seasoned clerks we know so well.
15-20 minutes later my bagel came out. By itself. It did not accompany my potatoes nor was my husband’s meal in sight. 10 minutes later, my husband inquired as my bagel sat quietly cooling to room temp, loosing the lovely gooiness that the peanut butter possesses on a warm one. “It’s coming,” the newbie said before he opened his mouth. He sat back down. 10 minutes later he inquired again. “It’s coming.” Finally we saw it across the room. My potatoes still missing in action. Later they emerged- cool to the touch. While my husband was up at the counter asking them to toast his 40+ minute late meal, I was quickly behind him with my potatoes. Now I was perturbed. It took 5 minutes for anyone to pay any attention but when they did I asked for a fresh batch of potatoes- and ones without a foreign object (a mushroom or piece of meat) in them. I think she rolled her eyes.
I could go on with the story but I’ll spare you as I had hoped to be spared myself.
The gist is that even loyal customers are not going to forgive bad service. TRAIN YOUR STAFF to recognize busy atmospheres from a customer’s perspective. They pay the same price and expect the same consistency in service and food quality. They pay more in fact, because they are willing to wait in lines and wait a little longer for HOT food.
We understand the stress level is higher during busy times. We know you are working hard. But, we are still your customers. We do have the right to expect a few things from you- even when you are busy.
I really wanted to say, “I am really sorry that you are so busy.” But, I don’t know that any of them would have gotten the real meaning of my statement.
We’ll find another favorite. Thanks. I take my money too seriously to tolerate bad service and bad food.
Friday, June 5, 2009
Good Old Customer Service- or NOT - a Case Study
You know I’m a stickler for customer service- excellent customer service. And, that I think its DEAD in most places today.
Here’s an example of what happened to me yesterday in one of my prize customer service observation centers- the United States Post Office.
I was in line with 6 other customers (note that I said “customers”). 2 long-term postal clerks were serving customers (I use “serving” very loosely here).
First Observation: a young man (customer) asks the clerk for a dollar and a half in quarters with his change. The clerk looks perturbed. The clerk gives the customer his change without the $1.50 in change. The customer asks politely again. The clerk says in a very defensive tone, “Look, there are three banks within this row. I’m not one of them.” The customer seems embarrassed and politely says, “Ok, sorry about that.”
Second Observation: (30 seconds after the one above) a woman (customer) is having a package weighed by the other clerk in the post office. The clerk asks the customer if she’s ready to ship it, as she was only inquiring about cost. The customer says yes. The clerk then offered a few other ways she could have mailed it. The customer was considering the options and said, “But you’ve already scanned it in haven’t you?” The clerk said, “Yes”. The customer paused. She finally said, “Can you void it so that I can mail it another way?” The clerk said, while rolling her eyes, “yes, I can.” As the customer walked over to another part of the office to examine package materials, the clerk said, out loud and loudly, “Count to 10! Count to 10! It’s been a long Day!”
Do I need to do a post-mortem on these dialogues and what went wrong? I don’t think so. My readers are intelligent enough to know these individuals shouldn’t be in their current positions without serious consultation with a manager. They wouldn’t be my employees- I can guarantee you that.
Do you know the correlation of customer service and repeating revenue? It’s huge. Customers will pay more for better service! Ironically, I understand the Postal Service is experiencing trouble with revenue. Is that a no-brainer? It’s not all due to the age of the internet. People are using Fed Ex and UPS like mad.
I know what you are saying, “Welcome back from your honeymoon Bride. The real world awaits.”
Thanks- Lisa (Mrs. Lisa Spahr)
At least I know I have job security in customer service training. Bring it on. 412.867.9991 Office Line
Here’s an example of what happened to me yesterday in one of my prize customer service observation centers- the United States Post Office.
I was in line with 6 other customers (note that I said “customers”). 2 long-term postal clerks were serving customers (I use “serving” very loosely here).
First Observation: a young man (customer) asks the clerk for a dollar and a half in quarters with his change. The clerk looks perturbed. The clerk gives the customer his change without the $1.50 in change. The customer asks politely again. The clerk says in a very defensive tone, “Look, there are three banks within this row. I’m not one of them.” The customer seems embarrassed and politely says, “Ok, sorry about that.”
Second Observation: (30 seconds after the one above) a woman (customer) is having a package weighed by the other clerk in the post office. The clerk asks the customer if she’s ready to ship it, as she was only inquiring about cost. The customer says yes. The clerk then offered a few other ways she could have mailed it. The customer was considering the options and said, “But you’ve already scanned it in haven’t you?” The clerk said, “Yes”. The customer paused. She finally said, “Can you void it so that I can mail it another way?” The clerk said, while rolling her eyes, “yes, I can.” As the customer walked over to another part of the office to examine package materials, the clerk said, out loud and loudly, “Count to 10! Count to 10! It’s been a long Day!”
Do I need to do a post-mortem on these dialogues and what went wrong? I don’t think so. My readers are intelligent enough to know these individuals shouldn’t be in their current positions without serious consultation with a manager. They wouldn’t be my employees- I can guarantee you that.
Do you know the correlation of customer service and repeating revenue? It’s huge. Customers will pay more for better service! Ironically, I understand the Postal Service is experiencing trouble with revenue. Is that a no-brainer? It’s not all due to the age of the internet. People are using Fed Ex and UPS like mad.
I know what you are saying, “Welcome back from your honeymoon Bride. The real world awaits.”
Thanks- Lisa (Mrs. Lisa Spahr)
At least I know I have job security in customer service training. Bring it on. 412.867.9991 Office Line
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