I was in one of those big-box retail hardware stores looking for a specific item in that tools department. I see three employees stocking shelves and ask where this specific tool is located. One gives me a very puzzled look and another says, "it is in plumbing". Well, first of all the tool is used in metal and woodworking so plumbing is out of the question. Secondly, not one of these three even tried to find out what I was looking for or attempted to look for the item.
After I had personally looked for a while a young lady came by and asked if she could help, Well I am thinking "no you can't" but I told her what I was looking for and without a clue what it was she started looking. Within a few minutes, by reading the packages she had found the tool I was looking for and it was on clearance.
Now what is the major difference, I ask. The first three did not even try or take the time to look. NO CUSTOMER SERVICE at all. The young lady tried to find what I needed. She did not have a clue (in my opinion) but she put forth the effort. In this case all it took was a little effort. Is that too much to ask in today’s retail world? I hope not.
Sunday, November 29, 2009
Thursday, September 17, 2009
The Last Painter
About two years ago, my wife and I purchased on older home in the country that needed some updating. So my wife took the bull by the horns and began to hire different people to help with the project. Carpenters, electricians, plumbers landscapers ... you name them, we had them. I'm pleased to say that most of them did a good job. The one problem seemed to be painters. She had a lot of "no shows," and when the did "show", we sometimes wished the hadn't - if you get my drift.
This customer service love story starts with my wife sharing her disappointing painter experiences with out landscaper, Debbie. Immediately, Debbie’s eyes lit up, and she said, "Have I got the painter for you!" She then told about her experience with Shawn, a young man in his early thirties who owned his own business. She said that since he first started doing some work for her about two years ago, she had recommended him to many of her landscaping customers and without exception, they were very pleased. It was worth a shot!
That night my wife called Shawn. After speaking to him briefly on the phone, she said, "I'm not sure, but I think we may have found a painter."
The next day, Shawn knocked on the door. When my wife opened the door, he extended his hand and with a big smile said, "Hi, Mrs. Andersen, I' Shawn, the last painter you will ever need!"
What a wonderful way to break the ice, and what a wonderful way to share your enthusiasm and confidence in your work. But as we all know, talk is cheap, and it's only action that counts in the end. We soon discovered that Shawn "walked the talk" with his total commitment to satisfying his customers. He listened intently to what we wanted to accomplish and to some of the problems we had experienced in the past. He and his crew was perfectionist who not only took pride in their work but in cleaning up afterwards. And he always made the point to say before every job: "If you're not 100% satisfied, we’ll make it right at our expense." And although it rarely happened, he always did with a smile on his face.
I know how tough it is being an entrepreneur and owning your own business. It's not easy. To succeed, you must find ways to differentiate yourself.
Shawn's way was his obvious passion for his work and his unrelenting commitment to satisfy his customers' needs.
Taken from "Customer Love" by Mac Anderson.
This customer service love story starts with my wife sharing her disappointing painter experiences with out landscaper, Debbie. Immediately, Debbie’s eyes lit up, and she said, "Have I got the painter for you!" She then told about her experience with Shawn, a young man in his early thirties who owned his own business. She said that since he first started doing some work for her about two years ago, she had recommended him to many of her landscaping customers and without exception, they were very pleased. It was worth a shot!
That night my wife called Shawn. After speaking to him briefly on the phone, she said, "I'm not sure, but I think we may have found a painter."
The next day, Shawn knocked on the door. When my wife opened the door, he extended his hand and with a big smile said, "Hi, Mrs. Andersen, I' Shawn, the last painter you will ever need!"
What a wonderful way to break the ice, and what a wonderful way to share your enthusiasm and confidence in your work. But as we all know, talk is cheap, and it's only action that counts in the end. We soon discovered that Shawn "walked the talk" with his total commitment to satisfying his customers. He listened intently to what we wanted to accomplish and to some of the problems we had experienced in the past. He and his crew was perfectionist who not only took pride in their work but in cleaning up afterwards. And he always made the point to say before every job: "If you're not 100% satisfied, we’ll make it right at our expense." And although it rarely happened, he always did with a smile on his face.
I know how tough it is being an entrepreneur and owning your own business. It's not easy. To succeed, you must find ways to differentiate yourself.
Shawn's way was his obvious passion for his work and his unrelenting commitment to satisfy his customers' needs.
Taken from "Customer Love" by Mac Anderson.
Friday, August 21, 2009
Customer Service - Does it exist
By definition Customer Service is asking the customer what they want and giving it to them. At least that is what a lot of text books say and it should be true. However in today's world of tighter profits any retailer will say that this can't happen on a consistence basis. To be sure most all retailers strive for good customer service however there are break downs in the system. Lack of training of employees, or a lack of buy in from the company or employees, or simply not defining goals clearly. I hope that through this BLOG I will be able to share my thoughts, ideas, understanding and experiences in the world of retail and the delivery of Customer Service. I will carefully not post the exact name of any retailer but in most cases give an amount of detail that will lead the reader to understand what I am talking about.
I feel that each of us must demand Great Customer Service. We must stand up to the retailer and clearly state that if we do not get what we reasonably ask for that our business will go elsewhere. Sometimes this is just asking the person in charge and explaining you case. Other times you will need to build your case and this may take months to accomplish. If you are serious and want this to happen on a consistence basis then this effort will be worth while.
Always remember, Customer Service does not mean FREE in all cases. How would you respond if you were on the other side of the decision. If it were your money being given away. Be honest.
You, always vote with your money. I will drive past several stores that have the same or similar products to get to one that also provides GREAT Customer Service. I may pay more but in the end if I feel that it was a good deal and worth my time then I will go back to that location, again.
I feel that each of us must demand Great Customer Service. We must stand up to the retailer and clearly state that if we do not get what we reasonably ask for that our business will go elsewhere. Sometimes this is just asking the person in charge and explaining you case. Other times you will need to build your case and this may take months to accomplish. If you are serious and want this to happen on a consistence basis then this effort will be worth while.
Always remember, Customer Service does not mean FREE in all cases. How would you respond if you were on the other side of the decision. If it were your money being given away. Be honest.
You, always vote with your money. I will drive past several stores that have the same or similar products to get to one that also provides GREAT Customer Service. I may pay more but in the end if I feel that it was a good deal and worth my time then I will go back to that location, again.
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