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Digg it UP - Can Your Business Systems Handle Creative Customer Service?
If you’re looking for something that goes easy on the pocket without compromising on utility, used office workstations can prove to be a feasible option. Purchasing a brand new workstation could be a huge expense, with the cost of a new modular office workstation being $2500 or more. Used or remanufactured workstations could help you save a lot of money when this expense comes up. They are also an ideal option for offices or workplaces that are looking to expand the work area, or accommodate more employees without spending too much money.More than half the m
I took that opportunity with him (and the teenage girl taking my order) to say that their employer should not make it difficult for them to serve customers and to fulfill a simple special request. I acknowledged that I understood the computer stood in their way and the systems in place were sometimes a stumbling block (even though the syste
I am particularly interested in what separates the top 1% of business professionals, income-earners and producers from the other 99%. My job, as your coach, is to bring the distinctions I make to your attention so you can create a superior quality of business, thereby ensuring your current and future success!One of the things I've noticed is that the top 1% has a level of business courtesy others simply do not. I'm talking about the level of expectation that is created in the beginning of a new client relationship, response time (to phone calls, emails, an
The girl behind the counter looked at the cash register/computer with a furrowed brow as she tried to figure out how to take my order. Next, she conferred with two other teenage employees who were behind her making sundaes and other ice cream concoctions. There was much whispering. After about 30 seconds she returned to the counter and said to me, "We can't do that. Our computer won't let us."
Your computer won't let you?
"Yeah," she replied. "We can make a chocolate sundae or a caramel sundae or a marshmallow sundae. But not a mixture. The computer doesn't know how to do that. Unless you want to be charged for extra topping."
I don't want extra. I just want a little of each; say, 1/3 of a serving of each.
(By now I realized they needed a little help solving their customer service problem, and since they were kids, I thought it would be fun.)
Why don't you just ring it up as a chocolate sundae but then give me 1/3 of each of those toppings?
She thought for a moment and said, "Just a minute," and then conferred with a third teenage boy. This boy came out from behind the back counter to check what I wanted personally, and then said he would do it. He added, "If the other manager was here today, I'd get chewed out for making your special request, though."
I took that opportunity with him (and the teenage girl taking my order) to say that their employer should not make it difficult for them to serve customers and to fulfill a simple special request. I acknowledged that I understood the computer stood in their way and the systems in place were sometimes a stumbling block (even though the syste
Do you spring up in the morning looking forward to another day at work, or do you hit the snooze button at least three times and secretly look forward to scanning the want-ads for a new job? If your snooze button is getting a work out, you’re not alone. A recent Gallup poll found that fifty percent of working Americans are dissatisfied with their jobs. Hmmm, that’s starting to sound like a familiar divorce statistic.When I started working right out of college for eight bucks an hour as a customer service rep at America Online I had only one thing in mind:
The girl behind the counter looked at the cash register/computer with a furrowed brow as she tried to figure out how to take my order. Next, she conferred with two other teenage employees who were behind her making sundaes and other ice cream concoctions. There was much whispering. After about 30 seconds she returned to the counter and said to me, "We can't do that. Our computer won't let us."
Your computer won't let you?
"Yeah," she replied. "We can make a chocolate sundae or a caramel sundae or a marshmallow sundae. But not a mixture. The computer doesn't know how to do that. Unless you want to be charged for extra topping."
I don't want extra. I just want a little of each; say, 1/3 of a serving of each.
(By now I realized they needed a little help solving their customer service problem, and since they were kids, I thought it would be fun.)
Why don't you just ring it up as a chocolate sundae but then give me 1/3 of each of those toppings?
She thought for a moment and said, "Just a minute," and then conferred with a third teenage boy. This boy came out from behind the back counter to check what I wanted personally, and then said he would do it. He added, "If the other manager was here today, I'd get chewed out for making your special request, though."
I took that opportunity with him (and the teenage girl taking my order) to say that their employer should not make it difficult for them to serve customers and to fulfill a simple special request. I acknowledged that I understood the computer stood in their way and the systems in place were sometimes a stumbling block (even though the syste
"Business opportunities are like buses, there's always another one coming." - Richard Branson, founder of Virgin EnterprisesIf business opportunities are like bus, then be sure that there will be many who will want to board the buses. They will also face the eternal question ‘What next’? The next step is to choose the type of business. The choices are many and the decision, well, as usual, always difficult to make. Before opting for any type of business, it will augur well, if you understand the difference between each of the options.Sole trader: do that. Our computer won't let us."
Your computer won't let you?
"Yeah," she replied. "We can make a chocolate sundae or a caramel sundae or a marshmallow sundae. But not a mixture. The computer doesn't know how to do that. Unless you want to be charged for extra topping."
I don't want extra. I just want a little of each; say, 1/3 of a serving of each.
(By now I realized they needed a little help solving their customer service problem, and since they were kids, I thought it would be fun.)
Why don't you just ring it up as a chocolate sundae but then give me 1/3 of each of those toppings?
She thought for a moment and said, "Just a minute," and then conferred with a third teenage boy. This boy came out from behind the back counter to check what I wanted personally, and then said he would do it. He added, "If the other manager was here today, I'd get chewed out for making your special request, though."
I took that opportunity with him (and the teenage girl taking my order) to say that their employer should not make it difficult for them to serve customers and to fulfill a simple special request. I acknowledged that I understood the computer stood in their way and the systems in place were sometimes a stumbling block (even though the syste
1.Be aware of what your competition is doing but don’t “compete” with them. To do so results in a game of “leapfrog” – this year your product’s a little better, next year, theirs is a little better, etc. This is a tough way to do business. This is the way to stay at breakeven or less. Instead, keep your focus on your customers and on how to “create” a better world for them. You’ll soon be so far ahead of the competition that it will just be you and your customers in the game. Where does one start in getting out of this game of leapfrog? That leads us
Why don't you just ring it up as a chocolate sundae but then give me 1/3 of each of those toppings?
She thought for a moment and said, "Just a minute," and then conferred with a third teenage boy. This boy came out from behind the back counter to check what I wanted personally, and then said he would do it. He added, "If the other manager was here today, I'd get chewed out for making your special request, though."
I took that opportunity with him (and the teenage girl taking my order) to say that their employer should not make it difficult for them to serve customers and to fulfill a simple special request. I acknowledged that I understood the computer stood in their way and the systems in place were sometimes a stumbling block (even though the syste
By nature loyalty is fleeting. It is built on the strength of the relationship between a customer and a business. Fill in the following blanks. My favourite drink is ……………… My favourite shirt colour is …………….. I would buy ………………… for a gift for my mother. I doubt if many of us would have the same three choices written down. We are spoiled for choice.Some ways in which loyalty is derivedWe, as customers, can make satisfactory purchases at a range of outlets. Sometimes we may gradually become fond of a particular brand. Maybe it is a clothi
I took that opportunity with him (and the teenage girl taking my order) to say that their employer should not make it difficult for them to serve customers and to fulfill a simple special request. I acknowledged that I understood the computer stood in their way and the systems in place were sometimes a stumbling block (even though the systems were intended to help). They both seemed relieved that I was not taking it out on them.
The young man commented that stores like theirs were set up to charge customers more money for extra anything. I told him that charging extra for extra is fine. In my case, though, I didn't want extra. He then had an "ah-ha!" moment and replied, "Right! You want the equivalent of one serving coming from 3 toppings." So I got my chocolate, caramel, marshmallow sundae. Then I moved out of the way so that they could wait on all the other people who were lined up behind me.
The dairy computer got in the way of these employees so much that they could not problem-solve until I helped them do it.
The funny thing is that I remember watching a Candid Camera show about three or four years earlier that took place in one of these dairy's stores. In the bit, the Candid Camera actress worked behind the counter with dairy employees telling customers that all they had at the store that day was vanilla: vanilla with vanilla with vanilla. She totally messed with the customers. She didn't need a computer to tell her anything. Once the bit was exposed, they gave the customers anything they wanted.
If the dairy could be so creative as to work with Candid Camera on some customer shtick, surely they can be more creative when it comes to fulfilling simple requests from customers, right?
For any business, the bottom line is that if your employees feel that they cannot serve your customers because your systems will not allow them to do so, you may lose customers.
Therefore, set up systems that are relatively easy for your employees to run (especially if you have young employ
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