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Digg it UP - So What The Heck Is Customer Service - Not This
Retailers are constantly seeking different ways to speak to and attract new customers to their store. Some retailers are learning that, when used effectively, sidewalk signs provide a convenient means for reaching out to customers in passing, with a timely message. Sidewalk signs have been an effective medium for drawing in customers for generations.Today retailers are rediscovering the unique nature of sidewalk signs and putting them to use all over again to attract customers in front of their stores. Sidewalk signs are effective because they’re timely. Retailers typically use them to lure in passing foot or vehicle traffic with a current special or promotion. Sidewalk signs come in
Now, I have never worked at a fast food restaurant so I don't know exactly what those people deal with. But what I do know is what makes for good customer service. What could and should have been done differently in this situation? Both people I dealt with should have kept in mind the adage; It's cheaper to keep a customer than to attract a new one. That being said, when I called the first time, I should have been offered the choice of returning to have my order re-done, or been offered a credit for the same meal another time. (No, they should not have offered my money back. I'll get more into that in a later post.) Additionally, when I did choose to have my order re-made, I should have been given a coupon o
It’s a well-known fact that anyone owning a business or a part of a business carries a bunch of visiting cards to be given away to people with whom there is a possibility of future contact and interaction. A business card usually carries details about the person’s designation, organization that he represents office/factory address, telephone numbers and his email address.The earliest business cards were actually playing cards on which people put their signatures and other messages. Then slowly trade cards evolved – cards that gave direction to a merchant’s shop or warehouse mainly and advertised the products the trader dealt in. Trade cards underwent modifications and it’s now called busines
To help illustrate what we all go through every day, I'm going to share with you a story about a recent experience I had with a franchisee of a company we're all familiar with, McDonald's. On this particular evening I went to the drive-thru and ordered the following: Two double cheeseburger's with no onions. A quarter pounder with cheese, hold the slivered onions, but add the minced onions. A small order of fries. A few minutes later I was making the seven minute drive back to my home. No, I did not fully check the order before driving off. I did look into the bag to make sure the count was right. When I was taking the order out of the bag, I noticed the fries cold and limp. The double cheeseburger's not only had the minced onions, but slivered onions too. And finally my quarter pounder with cheese (that by the way I was craving all day) did not have minced onions but what seemed to be twice the normal amount of slivered onions!
Now you're probably thinking a couple of things. One, you should have checked the order before you left and two, just scrape off the onions and live with it. Yes, you're probably right, but I wasn't going to open every burger and check the condiments right there in the drive-thru lane, and heck, my fries were not only cold, but limp too! And you wouldn't be getting this valuable lesson on customer service and what not to do.
At this point I call the restaurant and talk to the "Assistant Manager." He tells me to bring it on back and they'll re-make the order. About seven minutes later I'm back at McDonald's and I show the "Assistant Manager" my recept which clearly states my order. He is going to take care of re-making this himself. About five minutes later, the order is ready. It's all bagged nicely and ready to go, no, I did not open every burger to check the condiments, but I did make the point of specifically ask the "Assistant Manager" and he assured me that everything was correct. This err in judgement may come back to haunt me.
I know this story is a little long, but it will payoff in the end. So, I make the seven minute drive back to my home. I start taking everything out of the bag; The fries are warm and crisp. The double cheeseburgers do not have onions. The quarter pounder with cheese... has the freakin' slivered onions!
Yes, yes, I know. Just scrape them off. It's not that big of a deal. It's a principle thing for me now. I call the restaurant and speak with another "Assistant Manager" as the person I was originally dealing with has left for the evening. I explain everything I have been through, and quite calmly I might add. His response; "Bring it back and we'll re-make the order."
Hmmm. I think I've already done that. I let this person know that I've already been back. I'm not going to do that again. "Well then, what do you want sir?" I'd like to get what I ordered, twice now I might add. "If you bring it in, we'll re-make it for you..." I'm not driving back there. "Then I can't help you..."
This is the perfect example of the seemingly indifferent and poor level of customer service we all receive each and every day. Now I'm not one to cut off his own nose to spite his own face. And, having small children would make it nearly impossible to forever avoid going there. So, I will continue to go to McDonald's, just not that one. That's right my own little revolt. It may seem meaningless and trivial, but, if we all started boycotting those businesses that didn't treat us right and rewarding those who do with our business, I believe we'd all be the better for it.
Now, I have never worked at a fast food restaurant so I don't know exactly what those people deal with. But what I do know is what makes for good customer service. What could and should have been done differently in this situation? Both people I dealt with should have kept in mind the adage; It's cheaper to keep a customer than to attract a new one. That being said, when I called the first time, I should have been offered the choice of returning to have my order re-done, or been offered a credit for the same meal another time. (No, they should not have offered my money back. I'll get more into that in a later post.) Additionally, when I did choose to have my order re-made, I should have been given a coupon or
Rejection is just a short term set back. You are only being rejected for one job, not for every future possibility. We need to pick ourselves up and apply for the next job.Be prepared. It's easy to send off a standard CV without really considering how well you match up to the job. This is a great way to get rejected! Better to take the time to research a job properly and carefully target your application.Are you aiming too high? If you are not getting interviews when you are applying for jobs as a marketing manager, senior sales manager etc, it could be that you are aiming too high. Maybe you need to apply for jobs that you are
Now you're probably thinking a couple of things. One, you should have checked the order before you left and two, just scrape off the onions and live with it. Yes, you're probably right, but I wasn't going to open every burger and check the condiments right there in the drive-thru lane, and heck, my fries were not only cold, but limp too! And you wouldn't be getting this valuable lesson on customer service and what not to do.
At this point I call the restaurant and talk to the "Assistant Manager." He tells me to bring it on back and they'll re-make the order. About seven minutes later I'm back at McDonald's and I show the "Assistant Manager" my recept which clearly states my order. He is going to take care of re-making this himself. About five minutes later, the order is ready. It's all bagged nicely and ready to go, no, I did not open every burger to check the condiments, but I did make the point of specifically ask the "Assistant Manager" and he assured me that everything was correct. This err in judgement may come back to haunt me.
I know this story is a little long, but it will payoff in the end. So, I make the seven minute drive back to my home. I start taking everything out of the bag; The fries are warm and crisp. The double cheeseburgers do not have onions. The quarter pounder with cheese... has the freakin' slivered onions!
Yes, yes, I know. Just scrape them off. It's not that big of a deal. It's a principle thing for me now. I call the restaurant and speak with another "Assistant Manager" as the person I was originally dealing with has left for the evening. I explain everything I have been through, and quite calmly I might add. His response; "Bring it back and we'll re-make the order."
Hmmm. I think I've already done that. I let this person know that I've already been back. I'm not going to do that again. "Well then, what do you want sir?" I'd like to get what I ordered, twice now I might add. "If you bring it in, we'll re-make it for you..." I'm not driving back there. "Then I can't help you..."
This is the perfect example of the seemingly indifferent and poor level of customer service we all receive each and every day. Now I'm not one to cut off his own nose to spite his own face. And, having small children would make it nearly impossible to forever avoid going there. So, I will continue to go to McDonald's, just not that one. That's right my own little revolt. It may seem meaningless and trivial, but, if we all started boycotting those businesses that didn't treat us right and rewarding those who do with our business, I believe we'd all be the better for it.
Now, I have never worked at a fast food restaurant so I don't know exactly what those people deal with. But what I do know is what makes for good customer service. What could and should have been done differently in this situation? Both people I dealt with should have kept in mind the adage; It's cheaper to keep a customer than to attract a new one. That being said, when I called the first time, I should have been offered the choice of returning to have my order re-done, or been offered a credit for the same meal another time. (No, they should not have offered my money back. I'll get more into that in a later post.) Additionally, when I did choose to have my order re-made, I should have been given a coupon o
Undoubtedly permission marketing could be used personalize almost every aspect of internet marketing. Some speculate that the world wide web has more than one billion pages of content! For the average Internet user that means alot of time searching through endless websites and cluttered pages jammed with ads completely irrelevant to their target search. I will explore the In's and Out's of what effective permission marketing can be used to achieve.First, let us examine the numerous advantages to the customer. They are exposed to the most relevant information to their interest. Unlike banner advertising, permission advertising has a greatly increased sale conversion simply because the cu
I know this story is a little long, but it will payoff in the end. So, I make the seven minute drive back to my home. I start taking everything out of the bag; The fries are warm and crisp. The double cheeseburgers do not have onions. The quarter pounder with cheese... has the freakin' slivered onions!
Yes, yes, I know. Just scrape them off. It's not that big of a deal. It's a principle thing for me now. I call the restaurant and speak with another "Assistant Manager" as the person I was originally dealing with has left for the evening. I explain everything I have been through, and quite calmly I might add. His response; "Bring it back and we'll re-make the order."
Hmmm. I think I've already done that. I let this person know that I've already been back. I'm not going to do that again. "Well then, what do you want sir?" I'd like to get what I ordered, twice now I might add. "If you bring it in, we'll re-make it for you..." I'm not driving back there. "Then I can't help you..."
This is the perfect example of the seemingly indifferent and poor level of customer service we all receive each and every day. Now I'm not one to cut off his own nose to spite his own face. And, having small children would make it nearly impossible to forever avoid going there. So, I will continue to go to McDonald's, just not that one. That's right my own little revolt. It may seem meaningless and trivial, but, if we all started boycotting those businesses that didn't treat us right and rewarding those who do with our business, I believe we'd all be the better for it.
Now, I have never worked at a fast food restaurant so I don't know exactly what those people deal with. But what I do know is what makes for good customer service. What could and should have been done differently in this situation? Both people I dealt with should have kept in mind the adage; It's cheaper to keep a customer than to attract a new one. That being said, when I called the first time, I should have been offered the choice of returning to have my order re-done, or been offered a credit for the same meal another time. (No, they should not have offered my money back. I'll get more into that in a later post.) Additionally, when I did choose to have my order re-made, I should have been given a coupon o
Why didn’t the human resources recruiter call me back for an interview? Why didn’t I get the job?As a Career Advisor, I hear the above questions on a regular basis. Conducting follow ups with recruiter or hiring managers reveal some interesting facts.One of the recruiters I spoke to mentioned that the applicant did an exceptional job in the interview but their professional appearance and hygiene were an issue.Our society is judgemental. Someone dressed in jeans may be just as intelligent as the person dressed in a suit, but the person wearing the suit will be taken more seriously.Below are a few things you should do before going on an interview or job fair to insure you
Hmmm. I think I've already done that. I let this person know that I've already been back. I'm not going to do that again. "Well then, what do you want sir?" I'd like to get what I ordered, twice now I might add. "If you bring it in, we'll re-make it for you..." I'm not driving back there. "Then I can't help you..."
This is the perfect example of the seemingly indifferent and poor level of customer service we all receive each and every day. Now I'm not one to cut off his own nose to spite his own face. And, having small children would make it nearly impossible to forever avoid going there. So, I will continue to go to McDonald's, just not that one. That's right my own little revolt. It may seem meaningless and trivial, but, if we all started boycotting those businesses that didn't treat us right and rewarding those who do with our business, I believe we'd all be the better for it.
Now, I have never worked at a fast food restaurant so I don't know exactly what those people deal with. But what I do know is what makes for good customer service. What could and should have been done differently in this situation? Both people I dealt with should have kept in mind the adage; It's cheaper to keep a customer than to attract a new one. That being said, when I called the first time, I should have been offered the choice of returning to have my order re-done, or been offered a credit for the same meal another time. (No, they should not have offered my money back. I'll get more into that in a later post.) Additionally, when I did choose to have my order re-made, I should have been given a coupon o
Corporate gift programs have been a success in the organizations that implemented it, and it has become a good management practice. With this new concept of employee gifts catching up in a big way, a market has been created for newer and more lucrative gifts. The present market has created a wide variety of options of gift ideas for the corporate houses to choose from. The gift ideas come in a broad range of price brackets as well, to cater to all the needs of a corporate organization, however big or small.The corporate gift idea catalogs list gifts to cater to various occasions such as performance rewards, employee incentives, Sympathy gifts and baby gifts. The catalogs have a variety of gi
Now, I have never worked at a fast food restaurant so I don't know exactly what those people deal with. But what I do know is what makes for good customer service. What could and should have been done differently in this situation? Both people I dealt with should have kept in mind the adage; It's cheaper to keep a customer than to attract a new one. That being said, when I called the first time, I should have been offered the choice of returning to have my order re-done, or been offered a credit for the same meal another time. (No, they should not have offered my money back. I'll get more into that in a later post.) Additionally, when I did choose to have my order re-made, I should have been given a coupon or credit or some item of value as a gesture of their remorse.
Remorse. Did you say remorse? Yes I did. Not in the dramatic sense when you've lost someone, but with the idea that they can empathize with what you've experienced. Now I can't fully blame the people I dealt with directly. Yes, they should take more care and pride in what they're doing. However, most of the blame lies with their management. Every organization should have systems, processes and procedures for dealing with situations just like this. It would be naive to think that every business can operate flawlessly. People are fallible and mistakes are going to happen. How you handle those mistakes determines the quality of your customer service.
To find and reward locally owned and operated businesses throughout the US that do provide great customer service, visit our web site: www.iswami.com
Tony Rose
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