…You can serve your customers much better.
We recently interviewed Jack Mitchell, Author of the Hug Your Customers book, for the latest episode of our Conversations With PASSION Radio Show, and Jack shared some great ways his (Upper scale men’s clothing) organization has hugged their customers over the years.
You can hear our interview with Jack (from our Conversations With PASSION Radio Show) at http://www.blogtalkradio.com/conversationswithpassion
Now I ask, can you share some ways you have hugged (figuratively) your customers in recent years?
Yours in Success,
Lowest price really the correct answer? This video may just have the answer:
I had been looking for a specific gift for a family member over the weekend, and had some great customer experiences and poor ones during my travels.
Near the end of my travels, I arrived at the Canadian Tire in St. Albert, Alberta. The first guy I ran into wasn’t terribly rude, but was a little less than helpful.
I asked him if he knew where I might find the certain item in the store – he replied that he didn’t know where the section for those items were even though this store certainly carries those items, and so after an ackward pause, I asked, “do you know perhaps who in the store may know?” – his reply, “not really”.
I said, more in a ‘surprised with his dis-interest’ voice, “I guess I’ll just walk around until I find another employee with a company shirt on and ask them?”
He noted, “probably the best approach to take, because I don’t know where those items are”
WOW, is all I have to say.
And so, I was considering leaving the store all together, disheartenend once again by a poor customer experience, but for some reason decided to try and find the department. The person in Customer Service directed me to the department with a smile on their face, and my day was finally looking up!
I arrived at the department and was greeted by Brook’s smiling face. The item I was looking for wasn’t there, and so I inquired with her.
To make a long story short, to help me in my hunt, she looked up the inventory at all the other stores in the city, called the store manager, looked through the inventory in her department, and when she finally discovered they were out of said item, suggested places nearby that may have some, and even gave me directions to the other stores.
I thanked her and immediately made my way to customer service to fill out a comment card in her favor. Did I mention the fact that they didn’t have the item, and I actually filled out a comment card, or that Brook (and sorry if my age guessing skills are far off) was in her teens in my estimation (I’d say 19 at most but maybe 18 or 17)?
I mean many people complain that teens don’t get it when my experience far too often say’s otherwise. Yes, there are some bad apples and the reliance on social media, texting, and technology may be hindering a generations ability to serve with interest, but there are still many good apples out there as well.
So, in a nutshell, thanks so much Brook for Serving With Excellence yesterday, you are making a difference!
Until next time, yours in Success,
When I was in B.C. this past week (photo above is from my trip to the Armstrong Fair), I ordered shoe-string fries from one of the vendors – I pointed to the painting on the side of the truck of the fries and said can I get those fries?
His reply, “You can’t get those fries, the ones on the side of the truck, they haven’t been available for quite some time, BUT I can provide you ones similar to those ones, and they they’ll taste even less woody!”
I was smiling from ear to ear by the end of our conversation, and thus a great customer experience was created.
Why? Because his joking wasn’t harmful, hurtful, offensive, potically incorrect, and so on.
So, is joking around wrong in customer service. The quick answer is that it depends. The quicker answer is it can be very acceptable and a great tool in creating a great (no cost mind you) experience for your customers, as long as it’s done in the right way.
Until next time, here’s to your greater success, CPOIRIER
Kudos to Budget St. Albert and store Manager Jarvis. I had some issues after renting from Budget roughly 7-8 weeks out of the last 11-12 weeks.
Without getting into too many perhaps borning details, Jarvis’ approach to customer service pretty well made my issues go away…which wasn’t easy.
On top of that, I left a Water Bottle there (at Budget) that I had picked up at a unique Cafe in B.C. and Jarvis called me to let me know it was waiting there for me 🙂 Something far too few people do these days…instead simply stating, “they’ll be back for it”
Until Next Time,
When was the last time you gave a standing ovation for a performance? What things did the performer do to get that standing ovation?
How could you apply this to your business so that you could get standing ovations (literal / figurative) from your customers?
Homework? Make a list of the 3 things that performer did to get the standing ovations from their customers (the audience) and then strategize around how you could incorporate these into your customer experiences?
Until then, yours in Success, Corey Poirier
When you’re sitting in front of a customer, are you focused on who is front of you, or on who’s NEXT?
High achievers (including high achieving customer service providers) are present and in the moment during every interaction; especially with their customers?
Food for thought, isn’t it?
Until next time, here’s to your success, Corey Poirier
So I drop by one of my favorite pizza shops (which shall remain un-named but perhaps just for the time being) to find “no one” working behind the counter.
I wait a few minutes, and then ring the bell (just in case the person is out back) but no one answers. I wait for a few more minutes before someone comes over and say’s “I saw the guy walk away about 15 minutes ago”
Now, out of principle I decide to wait. More people join me in waiting.
Finally the employee shows up, and I say, “Wow, we’ve been waiting 15 minutes at least.” His reply, “What kind of pizza do you want?”
I repeat, “You know we’ve been waiting here for 15 minutes and…” He cuts me off say’s “I’m leaving the company next week so I’m on my two weeks notice…do you want some pizza or not?”
So I continue, “So because you’re leaving, your current employer is entitled to only half an employee…are they paying you half your wages? Imagine if in two years you apply for a company and I’m the CEO of that company…wow, wouldn’t that be interesting?”
At this point he won’t look me in the eyes, and finally I order my slice of pizza (which thankfully is right in front of me so I can verify no spitting has occured).
The others in the line smile widely in my direction, I’m guessing because I didn’t let him off. Now, I know confronting someone like that isn’t always wise but I guess when you get tired of employees having indifference to their customers AND the people paying their bills, every now and then you want to try to make them consider their actions.
I have also sent word into the employer of the pizza shop as I would want to know about this as a business owner, if even to try and prevent it with future employees.
Oh, in case you’re wondering, the pizza still tasted as good as always.
And so, after sharing this story, I’d like to ask you an important question: How do act when the leader is not around OR if you are the leader, do you know how your employees are acting when you’re not around?
Something to consider isn’t it?
Until Then, Yours in Success, Corey Poirier