Posts tagged ‘Spoken Word’
Love this quote from our interview with Social Media / Customer Service proponent, Dave Carroll (of United Break’s Guitars fame):
“…customer service should be all the way through a company, and not just handled by the customer service department.” Dave Carroll
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,
I read this article on my last flight, and just had to post.
I mean if Mr. Geography (see the link below and allow a few seconds for it to open / load) can create an experience for his customers in an Ontario taxi /cab daily, just think of the many ways you can create a memorable experience for your customers…
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
Note: This is a repost of our very first Gimmie My Ketchup Blog…just a blast from the past…
…I do a lot of traveling as a result of my Speaking Career and the Newspaper we publish on a monthly basis.
I go through a BIG coffee shop enterprise on a regular basis and 9 times out of 10 the employee at the drive-through keeps my change without asking if I want it back.
Ironically, I don’t want the change back but I also don’t want anyone assuming that they can keep it.
I sometimes wonder when this will be addressed – I’ve spoken up and asked individual managers who said “wow, that should not happen” but on each successive trip through the exact same establishment it continues to….and I haven’t had time to bring it to the attention of the executive team (i.e. CEO) within the organization….sometime soon I’m sure.
hmmm…Should I still care? Should I bring my business somewhere else? So many options to consider….don’t even get me started about the fact that I have to ask for ketchup at some restaurants, if I want some (sad….so sad)
In the meantime – Onward and Upward…