bMost organizations have groups of people that work together to serve customers. Over the last two years we in the Student Financial Services office have learned that there are five keys to providing exceptional customer service:
1. Create a team mentality
2. Define a shared vision
3. Cross-train and empower front-line staff
4. Invest in personal and team training
5. Improve systems and processes
We found that in order to be successful each of the steps must be accomplished in order with a firm foundation laid before an organization can move to the next step. Something to keep in mind, however, is that once you have created a team mentality you are not done with that forever. This mentality must be nurtured, strengthened, and cultivated. The stronger it is the better the service provided. This is the same for each step. It is a continual process of improvement. To ensure that we never forget that, my team and I have two mottos: "There's always a better way" and "Everything we do MUST benefit the customers". These are what we live by. As we make plans, we focus on our mottos. As we are executing those plans, we are constantly evaluating if we are living up to our mottos and how we can continue to improve (there's always a better way).
During October I'll elaborate on each step with some ideas on how to begin working on each. They are all common "cents" but most of us just don't take the time to step back and think about it. I hope you enjoy and please let me know what you are thinking anf especially if you have something to contribute.
Tuesday, October 5, 2010
Thursday, September 16, 2010
Shepherding
A large part of customer service is shepherding. Customers often are unsure of what they actually want. They come to you expecting you to help them, to guide them to the answer or solution to their respective question or problem. The trick for those of us serving the customer is to not only help them with what they say they need but ascertain what they REALLY need and help with that too. If we fail to accomplish this, even if we help them with what they requested, they will not be fully satisfied with the interaction. I need to take a moment here and clarify, not every customer will have the underlying need that must be met. Sometimes a request is simply that. We must use wisdom to figure out when a question is simply a question and when it is not.
The simplest way I have found to discover the unspoken need is to ask questions and then actually LISTEN to the responses. Listening is probably the hardest customer service skill to master. If you are unsure what questions to ask just ask the first relevant, kind thing that comes to mind. With practice you'll quickly learn what questions to ask and when to ask them. Don't be afraid of the customer, most are very patient when they can tell that you are trying to help and that you care.
To tie this post in with its title I'll use a parable. Shepherds spend more time listening to their sheep than talking to them. When a lamb gets lost it will bleat for help. If the shepherd is listening to its lambs (the customers) it will hear their cries for help and come to the rescue. The sheep trusts the shepherd because it knows that he cares and is there to help. The same is true for our customers. If they know that we care and are there to help (which they learn by our listening and helping them solve what they REALLY need) they will trust us and will come back again and again. It's common "cents" really, and that's how we make our pennies.
The simplest way I have found to discover the unspoken need is to ask questions and then actually LISTEN to the responses. Listening is probably the hardest customer service skill to master. If you are unsure what questions to ask just ask the first relevant, kind thing that comes to mind. With practice you'll quickly learn what questions to ask and when to ask them. Don't be afraid of the customer, most are very patient when they can tell that you are trying to help and that you care.
To tie this post in with its title I'll use a parable. Shepherds spend more time listening to their sheep than talking to them. When a lamb gets lost it will bleat for help. If the shepherd is listening to its lambs (the customers) it will hear their cries for help and come to the rescue. The sheep trusts the shepherd because it knows that he cares and is there to help. The same is true for our customers. If they know that we care and are there to help (which they learn by our listening and helping them solve what they REALLY need) they will trust us and will come back again and again. It's common "cents" really, and that's how we make our pennies.
Sunday, July 25, 2010
Miracle on 34th Street
One of my favorite parts in the movie "Miracle on 34th Street" is when Kris Kringle, acting as the Macy's Santa Claus, begins directing parents to other stores to purchase toys that Macy's doesn't carry. The parents love and appreciate this. Macy's management is at first upset and then realize all of the goodwill it is creating with their customers and adopt the practice throughout the store.
I remembered this part of the movie this afternoon as I was speaking with a friend. He was recounting to me an experience that one of his friends had recently with a college admissions office. This friend is thinking about going back to school to finish their bachelor's degree. They were speaking to an admissions representative at the college they were originally planning to attend. The two were discussing prior credits, plans for the future, and the reason for going back to school. After discussing all of this the admissions representative did something out of the ordinary: he recommended that they attend another university to complete the bachelor's degree. He explained his reasoning: at the other college it would only take a year and a half to complete and would be cheaper (there may have been another reason or two but these were the main ones). He also mentioned one of the cons: that at the other school there were only a few majors to choose from. However, this didn't matter too much because they did have a teaching program which is what the prospective student wanted to study. The friend of a friend was very thankful for the help that the admissions counselor provided and highly satisfied with the interaction. There are no hard feelings or animosity toward the original school. Sure they may have lost one student this year but the good things that could come of this down the road (i.e. possible referrals, future donations, positive word of mouth, etc) far outweigh losing one student.
Congratulations to the school that hired such a down to earth, friendly, and helpful admissions counselor. That's idea behind customer service: to help the customer get what they want (even if sometimes they don't yet know what they want).
I remembered this part of the movie this afternoon as I was speaking with a friend. He was recounting to me an experience that one of his friends had recently with a college admissions office. This friend is thinking about going back to school to finish their bachelor's degree. They were speaking to an admissions representative at the college they were originally planning to attend. The two were discussing prior credits, plans for the future, and the reason for going back to school. After discussing all of this the admissions representative did something out of the ordinary: he recommended that they attend another university to complete the bachelor's degree. He explained his reasoning: at the other college it would only take a year and a half to complete and would be cheaper (there may have been another reason or two but these were the main ones). He also mentioned one of the cons: that at the other school there were only a few majors to choose from. However, this didn't matter too much because they did have a teaching program which is what the prospective student wanted to study. The friend of a friend was very thankful for the help that the admissions counselor provided and highly satisfied with the interaction. There are no hard feelings or animosity toward the original school. Sure they may have lost one student this year but the good things that could come of this down the road (i.e. possible referrals, future donations, positive word of mouth, etc) far outweigh losing one student.
Congratulations to the school that hired such a down to earth, friendly, and helpful admissions counselor. That's idea behind customer service: to help the customer get what they want (even if sometimes they don't yet know what they want).
Friday, July 9, 2010
Cory and Shawn
I was watching an episode of one of my all-time favorite TV shows, Boy Meets World, the other day with my wife. The two main characters, Cory and Shawn, get internships at this company working in the mailroom. One day they are delivering mail on the floor where all of the company's executive officers' offices are located and they walk by a phone that's ringing. Shawn stops to answer the phone and Cory tries to talk him out of it. Shawn replies: "I may not know much about business, but I know that when the phone rings you answer it." After that Shawn gets appointed to be an assistant to one of the vice-presidents. As I watched this episode I realized that most of the time customer service really is that simple, just pick up the phone when it rings. We should be polite and helpful when we answer the phone but it all starts with answering it. Customer service associates can be trained by world-class professionals how to answer the phone but if it rings and goes unanswered all of the training was a waste. WE MUST ANSWER THE PHONE WHEN IT RINGS. It's that simple and is where it all starts.
The episode of Boy Meets World continues with Cory working in the mailroom bitter that Shawn was promoted. He looks at his supervisor, Phil (who appears to be in his 70's), and the following interchange occurs:
Cory: "I don't get it Phil, all he did was pick up the phone."
Phil: "Was it ringing?"
Cory: "Yeah."
Phil: "He's a smart kid."
That really was a smart move. Let's follow suit and answer the phone when it rings.
(the above mentioned episode is "Boy Meets World," Season 5, Episode 9)
The episode of Boy Meets World continues with Cory working in the mailroom bitter that Shawn was promoted. He looks at his supervisor, Phil (who appears to be in his 70's), and the following interchange occurs:
Cory: "I don't get it Phil, all he did was pick up the phone."
Phil: "Was it ringing?"
Cory: "Yeah."
Phil: "He's a smart kid."
That really was a smart move. Let's follow suit and answer the phone when it rings.
(the above mentioned episode is "Boy Meets World," Season 5, Episode 9)
Tuesday, July 6, 2010
Birthday Wishes, a Personal Touch
Who doesn't like to be remembered on their birthday?
For businesses that have a clientele (such as doctor's offices, schools, law practices, accountants, many retail stores, etc) a simple and inexpensive way to make a positive impression is to send a birthday e-card. They already have the client's birthday on file and often have their email address as well. You can create your own e-card or Google e-card services and you'll receive hundreds of options in seconds normally at a cost of just a few dollars. If you want you can even send an e-card for free (but it normally comes with ads attached to it). If your database is sofisticated enough, or you have someone in the office that can automate the process, you can simply set it up to run on the client's birthday. A birthday e-card will be sent, well wishes wished, and it only cost a few dollars (for the e-card which normally you can use as many times as you like at no additional fee). If you can't automate it, just print a list and use a mail merge to send the e-card. A secretary or receptionist can do it in a few minutes first thing in the morning. Here is a sample birthday e-card I received on my birthday this year (I changed some of the wording to keep the sender anonymous):
"Dear Tyson,
On behalf of [Our Organization], I wish you a very Happy Birthday! As a student of this university, you are much more than a name on a class roster. Rather, you are an important member of our...family.
As you continue your education with us, please remember we take your academic and spiritual growth personally, and we are here to assist you in any way possible on your journey toward earning your degree.
We celebrate with you today, and pray all God's blessings for you as you begin this next year of your life.
Sincerely,
[Name]
Executive Director"
Inexpensive, easy, and effective. Birthday e-cards, give 'em a shot!
For businesses that have a clientele (such as doctor's offices, schools, law practices, accountants, many retail stores, etc) a simple and inexpensive way to make a positive impression is to send a birthday e-card. They already have the client's birthday on file and often have their email address as well. You can create your own e-card or Google e-card services and you'll receive hundreds of options in seconds normally at a cost of just a few dollars. If you want you can even send an e-card for free (but it normally comes with ads attached to it). If your database is sofisticated enough, or you have someone in the office that can automate the process, you can simply set it up to run on the client's birthday. A birthday e-card will be sent, well wishes wished, and it only cost a few dollars (for the e-card which normally you can use as many times as you like at no additional fee). If you can't automate it, just print a list and use a mail merge to send the e-card. A secretary or receptionist can do it in a few minutes first thing in the morning. Here is a sample birthday e-card I received on my birthday this year (I changed some of the wording to keep the sender anonymous):
"Dear Tyson,
On behalf of [Our Organization], I wish you a very Happy Birthday! As a student of this university, you are much more than a name on a class roster. Rather, you are an important member of our...family.
As you continue your education with us, please remember we take your academic and spiritual growth personally, and we are here to assist you in any way possible on your journey toward earning your degree.
We celebrate with you today, and pray all God's blessings for you as you begin this next year of your life.
Sincerely,
[Name]
Executive Director"
Inexpensive, easy, and effective. Birthday e-cards, give 'em a shot!
Tuesday, June 29, 2010
Returning Phone Calls
So this is the busy season for institutions of higher learning. We are gearing up for the start of a new academic year and all that that entails. In Student Financial Services we are particularly busy encouraging students to complete their financial aid and pay their student accounts. Part of what makes us so busy are the phone calls and emails from our customers: students and their parents. As part of our customer service focus (in Student Financial Services) we have set a goal to return every phone call (voice mail) we receive the same business day. This is a real struggle for us most days as we usually have between 5 and 10 messages to return at the end of the day while still answering the phone when other customers call. My staff have been amazing. They are real troopers. We so far have a 99% success rate (the 1% failure rate is solely and completely my fault). We haven't yet really received any compliments from our students but I have noticed a difference in my staff. Our confidence in the level of service we are providing is increasing. It is beginning to become a matter of pride that we return all phone calls the same day. When someone calls or complains that they have tried calling but no one got back to them we know that they aren't talking about our office, we return phone calls the same day we receive them. We are building more confidence in ourselves and our ability to serve.
The moral of this post is not that all phone calls should be returned the same day (though I would strongly recommend it) but that setting customer oriented goals and then achieving them builds confidence, pride, and satisfaction in your staff which leads to even better service and results. Happy employees help make happy customers.
The moral of this post is not that all phone calls should be returned the same day (though I would strongly recommend it) but that setting customer oriented goals and then achieving them builds confidence, pride, and satisfaction in your staff which leads to even better service and results. Happy employees help make happy customers.
Tuesday, June 15, 2010
Do unto others...
I accompanied my wife to a doctor's appointment this afternoon. We walked in and there was a sign on the window that said "The doctor is running at least 30 minutes behind." As we sat in the waiting area I contemplated the often obscene amount of time she has to wait when she goes for an appointment (it was so bad once that I sought someone out and offered to do some customer service consulting with them for free, however, they declined). I succeeded in not getting angry this visit and tried to use the time instead to look at the issue objectively from all sides. This is what I came up with:
The doctor's office makes money by having appointments. The more appointments they can schedule in a day the more money they make. If none of the appointments run over then every appointment will be on time and no one will have to wait. If a patient is late to an appointment it causes the schedule to fall behind. Therefore, the late patient will need to pay a fee to compensate for the potentially lost profit and for inconviencing other patients. If a patient will not be able to make an appointment they will need to give the office sufficient notice to schedule a new patient to replace the lost revenue. This all makes sense to me and seems very reasonable. However, it works on the assumption that no one will be late, no appointment will go over, and nothing will go wrong.
The patient goes to the doctor so that they can receive medical care. The doctor is there as an educated and qualified consultant for the patient. The doctor is to provide a diagnosis and treatment to assist the patient. The patient is paying the doctor (a lot of money) to provide this service therefore the patient is due respect and courtesy. The patient expects to arrive on time for the appointment and to have little to no wait to see the doctor. Visits are often already stressful (for all sorts of reasons) and so the patient would like to get in and out as quickly as possible. The problem here is that the patient assumes (usually unconsciously) that they are the center of the doctor's offices' world. They forget that a doctor's office is a business and that there is a schedule to keep, other patients to be treated, and a real human (the doctor) having to jump from unique situation to unique situation several times an hour.
It is easy to see how miscommunication and frustration can quickly appear between the office and the patient. However, because at no point is the office the customer if there is an issue and someone is going to need to yield the office is going to have to do it (within reason of course). The example that came to me as I began writing this evening was what I started this post with: the sign on the window as we entered the doctor's office ("The doctor is running at least 30 minutes behind"). If the patient is expected to notify the office that they are going to be late and/or pay a fee for being late then shouldn't the doctor's office notify the patient that the doctor is running behind and will be late to the appointment? Maybe the office could give a little discount to the patient if the doctor is behind schedule? Now, I understand that there could be logistical problems to this but it is merely a suggestion. Obviously each office would need to evaluate what it could do for its customers. But let me assure you that if your doctor's office called you to tell you that they were running 30 minutes behind and would give you a discount on your bill (maybe waive half the co-pay?) you would be surprised and pleased that they were that considerate. And from the doctor's office side, I guarantee that your clerk's and secretary's will be doing everything they can to make sure that the doctor is on time to his/her appointments.
Just some food for thought. Enjoy!
The doctor's office makes money by having appointments. The more appointments they can schedule in a day the more money they make. If none of the appointments run over then every appointment will be on time and no one will have to wait. If a patient is late to an appointment it causes the schedule to fall behind. Therefore, the late patient will need to pay a fee to compensate for the potentially lost profit and for inconviencing other patients. If a patient will not be able to make an appointment they will need to give the office sufficient notice to schedule a new patient to replace the lost revenue. This all makes sense to me and seems very reasonable. However, it works on the assumption that no one will be late, no appointment will go over, and nothing will go wrong.
The patient goes to the doctor so that they can receive medical care. The doctor is there as an educated and qualified consultant for the patient. The doctor is to provide a diagnosis and treatment to assist the patient. The patient is paying the doctor (a lot of money) to provide this service therefore the patient is due respect and courtesy. The patient expects to arrive on time for the appointment and to have little to no wait to see the doctor. Visits are often already stressful (for all sorts of reasons) and so the patient would like to get in and out as quickly as possible. The problem here is that the patient assumes (usually unconsciously) that they are the center of the doctor's offices' world. They forget that a doctor's office is a business and that there is a schedule to keep, other patients to be treated, and a real human (the doctor) having to jump from unique situation to unique situation several times an hour.
It is easy to see how miscommunication and frustration can quickly appear between the office and the patient. However, because at no point is the office the customer if there is an issue and someone is going to need to yield the office is going to have to do it (within reason of course). The example that came to me as I began writing this evening was what I started this post with: the sign on the window as we entered the doctor's office ("The doctor is running at least 30 minutes behind"). If the patient is expected to notify the office that they are going to be late and/or pay a fee for being late then shouldn't the doctor's office notify the patient that the doctor is running behind and will be late to the appointment? Maybe the office could give a little discount to the patient if the doctor is behind schedule? Now, I understand that there could be logistical problems to this but it is merely a suggestion. Obviously each office would need to evaluate what it could do for its customers. But let me assure you that if your doctor's office called you to tell you that they were running 30 minutes behind and would give you a discount on your bill (maybe waive half the co-pay?) you would be surprised and pleased that they were that considerate. And from the doctor's office side, I guarantee that your clerk's and secretary's will be doing everything they can to make sure that the doctor is on time to his/her appointments.
Just some food for thought. Enjoy!
Friday, June 4, 2010
United States Postal Service
Yesterday as I was walking home for lunch I was talking to my wife on the telephone. Suddenly she tells me to hold on for a second. In the background I hear her open the front door and begin talking to a man. As our house came into view I saw the mail man standing at our door waiting for my wife to return. She returned, handed him something, and then he walked down our front walk back to his mail car. I met him at our front gate and we chatted for a minute or two about what a beautiful day it was, some of the trees on our property, etc. Then we wished each other a wonderful afternoon and parted ways. I walked in the house to ask my wife why the mail man came to the door but didn't have any mail to deliver. She responded by telling me that a letter we had mailed the day before (to the IRS) didn't have enough postage and that our mail man had stopped by and asked for 17 cents to complete the postage. He didn't have to do that. He could have just slapped one of those "insufficient postage" stickers on it and brought it back leaving it in our mailbox for us to discover later. But he didn't. He took the time to come to our door, explain the issue, suggest a possible resolution (to which we agreed), and then exchanged pleasantries with me. I was blown away at the wonderful service this gentleman provides to my family and me. He is definately getting a Christmas card again this year. Such a simple thing made us feel special and cared for. He gets today's gold star for service.
Wednesday, June 2, 2010
Small and Simple Things, Round Two
This last weekend my wife and I went to a new restaurant with our kids and my wife's sister's family. The restaurant is called Macado's and they thought that we would like it because it is a sandwich joint and my favorite food is sandwiches. We had a great time. The food was delicious, the atmosphere enjoyable, and the company pleasant. These were all things I expected and had they been the only things I would have been satisfied and probably returned in the future. However, the thing that ensured that I would return was a simple gesture of kindness performed by our waitress for our oldest son. There was a group on the other side of the room from where we were having a small birthday party. The waitress had given the children helium balloons (I didn't even notice, my wife did). As she walked by where we were seated she stopped and gave a balloon to our son. He was ecstatic! (we still have the balloon in our dining room tied to a chair. Even though it has lost the helium he won't let us throw it away). We thanked her and as she walked away my wife looked at me and said "I feel a blog post coming on." She was right. It is the small and simple things that build customer loyalty. It is the small and simple things that make people feel good, tell their friends, and keep coming again and again.
Wednesday, May 19, 2010
Big Picture
At my place of employment my team and I are entering the busiest time of year. We have hundreds of students to help as they work to complete their financial aid, housing, and items pertaining to their student accounts for the fall semester. As we are getting into this busy time there are dozens of tasks that must be completed daily and weekly and it can be very easy to focus on them rather than our customers. We routinely remind ourselves of our purpose (to prepare leader-servants) and why we are doing what we are doing. It is important to always stay focused on best-in-class customer service. My team works together to remind each other of that. Each week in our staff meeting we review a customer service concept or principle and share ideas of how we could implement it in our office and our experiences with it and our customers. It keeps us focused and excited to serve while we perform all of the necessary tasks. We should all do this from time to time, stop and evaluate how we are doing and what we could be doing better, particularly in relation to our customers and their experience with us.
Sunday, May 2, 2010
Shopping Cart
A few weeks ago I was at a large retail store and had paid for my purchases. I was heading to the car with my wife and two children and the shopping cart full of merchandise. We arrived at the car, buckled the children into their car seats, and loaded the trunk. As I was finishing loading the trunk of the car an employee happened to be walking by. He jogged over and asked if I was done with the cart. I responded that I was and he asked if I would like him to put the cart away. I once again acknowledged in the affirmative. He grabbed the cart and as he began to push it back to the store (mind you he was smiling the entire time) he thanked me for shopping there and wished me a good evening. I have gone back to that same store (one I don't normally visit often) at least 4 times since then. Small and simple things. It's all about the small and simple acts of kindness. That is what great customer service, common "cents" customer service, is all about.
Thursday, April 1, 2010
The Double Platinum Rule
This is a clip of a customer service consultant named Bryan Williams during one of his presentations. He discusses what he calls "The Double Platinum Rule." I thought it was very insightful. Enjoy!
Tuesday, March 23, 2010
Greeters and Cashiers
There is a grocery store here in town that I truly dislike. My wife and I shop there occasionally when we only need an item or two and don't feel like driving 10 minutes to the nearest Walmart. Last night my oldest son and I had a typical shopping experience at this local grocery store.
As we pull into our parking spot and get out of the car the wind was blowing so we quickly run up to the entrance to the store. I put my son in the shopping cart and we bravely venture inside. Once inside we work our way around picking up a tomato here, an onion there, some graham crackers, and the ever constant item on the shopping list: chocolate donuts (my wife is a big fan). When we have found all of the items we were sent to retrieve we begin looking for the shortest check-out line. We make a dash for it before another customer notices it too. So far we've had a pretty good trip; we've found everything we were sent for, it's not too expensive, and we found a really short line. Here is where the store can seal the deal and make us lifelong fans. We unload the cart onto the conveyor belt and approach the checker. I try to make eye contact and give her a friendly disarming smile (if this works I usually say something like "looks like it's been quite a day. How are you holding up?" They usually respond with "It hasn't been too bad, I just can't wait to get home" etc.). She doesn't look up. She doesn't acknowledge my presence. She doesn't say a single word to me in the 90 seconds we are practically stuck together while I wait for her to ring up my purchase. Then (because of the customer credit/debit card swipe terminal) I pay and walk away with my son and groceries without having said a word to her or her to me. I then notice that all of the other checkers are acting the same way. That the man that I presume to be the manager (because he is dressed slightly nicer than the rest) is flirting with another employee, or at least that's the way it looks. My checker, on a scale of 1 to 10 (ten being best), is a 6 at best in the cleanliness department...in fact she may not have showered today. As I walk the last 20 feet out of the store contemplating the experience I just had I also notice that the floors aren't clean. While my son and I walk back to our car I am feeling greatful that is over and I won't have to go back there for a while.
What a sad experience that could have so easily been prevented with a little consideration for the customer and some training. Now, I understand that maybe the checker was having a bad day and maybe the manager wasn't flirting, he's just the "friendly" type, but that doesn't change the feeling I left with. The store was dirty, I was not welcome there, and I couldn't wait to be out. In a perfect world this is how my visit would have gone:
As I walk in the store the manager greets me and welcomes me to the store (maybe even asks if he can help me find something). I make my purchases and as I walk up to the checker she makes eye contact and says hello, then comments on what a cute son I have. She rings my food up, asks me if there is anything else, and then informs me of the total and inquires how I would like to pay: cash, check, or credit. I respond "debit" and she processes my payment. As I pick up my groceries to leave she thanks me for shopping there and, with a smile, invites me come again soon. I walk out of the store with a good feeling thinking to myself "I can't understand why other people don't like shopping here." My son and I go home and don't think about it again.
See the difference? Which store am I going to go to next time?
As we pull into our parking spot and get out of the car the wind was blowing so we quickly run up to the entrance to the store. I put my son in the shopping cart and we bravely venture inside. Once inside we work our way around picking up a tomato here, an onion there, some graham crackers, and the ever constant item on the shopping list: chocolate donuts (my wife is a big fan). When we have found all of the items we were sent to retrieve we begin looking for the shortest check-out line. We make a dash for it before another customer notices it too. So far we've had a pretty good trip; we've found everything we were sent for, it's not too expensive, and we found a really short line. Here is where the store can seal the deal and make us lifelong fans. We unload the cart onto the conveyor belt and approach the checker. I try to make eye contact and give her a friendly disarming smile (if this works I usually say something like "looks like it's been quite a day. How are you holding up?" They usually respond with "It hasn't been too bad, I just can't wait to get home" etc.). She doesn't look up. She doesn't acknowledge my presence. She doesn't say a single word to me in the 90 seconds we are practically stuck together while I wait for her to ring up my purchase. Then (because of the customer credit/debit card swipe terminal) I pay and walk away with my son and groceries without having said a word to her or her to me. I then notice that all of the other checkers are acting the same way. That the man that I presume to be the manager (because he is dressed slightly nicer than the rest) is flirting with another employee, or at least that's the way it looks. My checker, on a scale of 1 to 10 (ten being best), is a 6 at best in the cleanliness department...in fact she may not have showered today. As I walk the last 20 feet out of the store contemplating the experience I just had I also notice that the floors aren't clean. While my son and I walk back to our car I am feeling greatful that is over and I won't have to go back there for a while.
What a sad experience that could have so easily been prevented with a little consideration for the customer and some training. Now, I understand that maybe the checker was having a bad day and maybe the manager wasn't flirting, he's just the "friendly" type, but that doesn't change the feeling I left with. The store was dirty, I was not welcome there, and I couldn't wait to be out. In a perfect world this is how my visit would have gone:
As I walk in the store the manager greets me and welcomes me to the store (maybe even asks if he can help me find something). I make my purchases and as I walk up to the checker she makes eye contact and says hello, then comments on what a cute son I have. She rings my food up, asks me if there is anything else, and then informs me of the total and inquires how I would like to pay: cash, check, or credit. I respond "debit" and she processes my payment. As I pick up my groceries to leave she thanks me for shopping there and, with a smile, invites me come again soon. I walk out of the store with a good feeling thinking to myself "I can't understand why other people don't like shopping here." My son and I go home and don't think about it again.
See the difference? Which store am I going to go to next time?
Sunday, March 14, 2010
Lowe's
Yesterday I took a friend to Lowe's so that he could get a bolt for his car. He and I aren't particularly familiar with the layout of the store as we rarely frequent there. As we walked in we looked around a little lost looking for the bolt section. We began to search. Within one minute of being in the store an employee approached us and asked if he could help us find something. My friend took the lead as he knew what he was looking for and began to work with this employee. I hung back looking at all of the gizmos and taking in the situation. I noticed after another minute or so that this employee was the service manager and that he had been on his way to do something when he stopped to help us. He helped my friend find the correct bolt and then admitted that he knew very little about cars but one of his employees knew quite a bit and began to look for him. During the sixty second search for this other employee twice he was asked for help/instructions by other employees. Each time he informed them he was with a customer and would come back when he was finished. After finding the car savvy employee it appeared that the service manager stayed for another minute or so to make sure that my friend was comfortable with this other employee and that his needs were going to be met. Then he wished him luck and assured him once again that he was in capable hands before he departed. He then hurried away. The second employee, the car savvy one, stayed with us for another five or six minutes walking my friend through every scenario he could think of (everything that might go wrong with the automotive repair my friend was about to attempt) explaining how he could handle it and what the appropriate tools might be. He did all of this in a very gentle manner, not pushy in the least. We ended up leaving the store with a few ideas and a purchase or two but most importantly we left feeling we were important and my friend with confidence in the endeavor on which he was about to embark.
What a wonderful example of service at its best. A busy, "important" employee took time to help a confused looking customer. Another employee did the best he could to explain what might solve the customer's dilemma and went above and beyond what is required of the job. We were in and out in less than 15 minutes. What a brief period in which to make such an excellent impression on the customer. Most customer service opportunities are similar. The employee/business has just a few minutes to make whatever impression it can. But, by following the cardinal rule of customer service, do unto others as you would have them do unto you, each of your customer's experiences can be the same as ours was at Lowe's last night. It's common sense (which, in the end, equates to cents).
What a wonderful example of service at its best. A busy, "important" employee took time to help a confused looking customer. Another employee did the best he could to explain what might solve the customer's dilemma and went above and beyond what is required of the job. We were in and out in less than 15 minutes. What a brief period in which to make such an excellent impression on the customer. Most customer service opportunities are similar. The employee/business has just a few minutes to make whatever impression it can. But, by following the cardinal rule of customer service, do unto others as you would have them do unto you, each of your customer's experiences can be the same as ours was at Lowe's last night. It's common sense (which, in the end, equates to cents).
Thursday, March 11, 2010
An hour and a half drive...one way
My wife and I are in the final steps of purchasing our first home. The lender with whom we are working to secure a mortgage required us to participate in and complete a first-time homebuyers education class prior to closing on our home. We were provided with a list of 5 or 6 different organizations that offer these classes located within reasonable distance to our home (about an hour away). My wife attempted to contact all of them using the information our lender provided us and all of the email addresses were wrong and a majority of the phone numbers (first no-no, don't provide your customer with incorrect information...it makes you look stupid). When she did finally get a hold of someone they were rude, abrubt, and in one case, exceptionally insulting. She got off of the phone with the latter with tears in her eyes for how she had been treated (this of course irritated me to say the least. I actually called and requested contact information for her supervisor). There was only one organization on the list that returned her calls in any semblance of timeliness and treated her with respect, or as she put it, like a person. Guess where we went to take the class? Yep, the place where they were rude. We felt like we needed to be abused that day. Just kidding, of course we went to the place where they were respectful, even though it was an hour and a half away (40 minutes further than any of the other places that we could have gone). Going to that organization, STEP, Inc in Rocky Mount, VA, took us an extra hour and a half of driving on a precious Saturday but we went because they treated us like people. How difficult is it to show some respect (the golden rule)? And guess who will be receiving the government allocation of funding for our attendance at this state sponsored class. Yep, STEP, Inc.
Small and Simple Things
I was talking with my boss today about customer service and my recently acquired fascination with it. He chuckled as he recalled several years ago when we began working together and I routinely expressed my desire to be away from the customers, that the customers were always interrupting me, and that I couldn't get anything done with them around (I obviously had the wrong perspective, without customers I wouldn't have a job). I began to quickly explain from whence my fascination has arisen. I told him something along the following lines:
I am not interested in customer service simply because I like people (though I generally do). What really interests me is how small acts of customer service can and do impact the financial statements. A quick smile, a wave, a spirited "Hello! I'm glad you're here" can make a huge difference. Maybe that customer was having a rotten day and because you took 15 to 30 seconds to acknowledge them (in a positive and friendly manner) the day ended much better. A brief interaction can leave a lasting impression. 30 seconds can make all the difference. One customer retained (especially in higher education) is worth thousands of seconds of friendliness. That one customer equals thousands of dollars in revenue that year and in the years to come and saves the recruiting team thousands of dollars (not to mention hours) in finding and bringing a new body to campus. This is what fascinates me, how the small and simple things make a HUGE difference in people's lives and on the financial statements.
I am not interested in customer service simply because I like people (though I generally do). What really interests me is how small acts of customer service can and do impact the financial statements. A quick smile, a wave, a spirited "Hello! I'm glad you're here" can make a huge difference. Maybe that customer was having a rotten day and because you took 15 to 30 seconds to acknowledge them (in a positive and friendly manner) the day ended much better. A brief interaction can leave a lasting impression. 30 seconds can make all the difference. One customer retained (especially in higher education) is worth thousands of seconds of friendliness. That one customer equals thousands of dollars in revenue that year and in the years to come and saves the recruiting team thousands of dollars (not to mention hours) in finding and bringing a new body to campus. This is what fascinates me, how the small and simple things make a HUGE difference in people's lives and on the financial statements.
Saturday, February 20, 2010
Babysitting
My wife is a wonderful woman. She routinely babysits for friends and family. On Thursday of this last week she was watching some of our friends' children for them. Our oldest son needed to take a nap. He and our friends' oldest son are the same age. As my wife put our son in bed his little friend came running back to play. My wife looked up and when he saw her he realized that it wasn't play time. My wife instructed him to go back to the family room and that she would be there in a minute. He quickly turned around and, with his eyes still on our son, began to rapidly (he ran) return to the family room. He took a couple of steps and ran right into the corner of the doorway smacking his head. My wife said that it left a pretty nasty mark all across the side of his face. He was alright, it was just a typical little kid injury but she wanted to make sure that his mom was aware of what happened. She picked up the phone and called her to let her know. Our friend was appreciative that my wife had the courtesy and took the time to call and let her know what happened and that everyone/everything was alright. Perfect example of outstanding customer service: going the extra mile.
Answering Machine
A few weeks ago I had an appointment with a local doctor's office. Because of inclement weather the appointment needed to be rescheduled. They called my cell phone and left a message (I wasn't able to answer at the time) informing me that their office would be closed that day and that we needed to reschedule. They asked that I call them back to do so. Later that afternoon I gave them a call and recieved the answering machine. The message was a typical doctor's office message "You have reached Dr. So and So's practice. Our normal business hours are 9am to 5pm Monday through Friday. If you are calling during our normal business hours and receive this message we must be on the phone or assisting another customer..." Then the recorded message ended and I waited for a second expecting to hear a beep after which I could leave a message. Instead of a beep a computerized voice said "This system is unable to accept messages please call again." I was blown away. At first I thought that this was a bad joke that some bored receptionist tried to play with the patients so that she wouldn't have to return any phone calls, so I waited another few seconds. Then the line was disconnected. I was hung up on by the doctor's office.
An important lesson in customer service was reinforced to me on this day: Do unto others as you would have done unto you (it is also known as the "Golden Rule"). Why did the office ask me to call them back to reschedule if they knew I wasn't going to be able to leave a message? Well, maybe there was just a problem in the system that day. It's possible, sometimes it happens. But there is just as good a chance that it is always like that, you simply can't leave a message. If the receptionist that called me to cancel the appointment would have told me not to call that day as they would not be there and I wouldn't be able to leave a message I would have thought it strange but appreciated the courtesy. If I were consulting with this doctor's office I would strongly recommend that the answering machine/service be one of the first things that change.
I called them back another day and did speak with the receptionist who was kind and helpful and I was able to reschedule my appointment but what a silly answering system to have in place.
An important lesson in customer service was reinforced to me on this day: Do unto others as you would have done unto you (it is also known as the "Golden Rule"). Why did the office ask me to call them back to reschedule if they knew I wasn't going to be able to leave a message? Well, maybe there was just a problem in the system that day. It's possible, sometimes it happens. But there is just as good a chance that it is always like that, you simply can't leave a message. If the receptionist that called me to cancel the appointment would have told me not to call that day as they would not be there and I wouldn't be able to leave a message I would have thought it strange but appreciated the courtesy. If I were consulting with this doctor's office I would strongly recommend that the answering machine/service be one of the first things that change.
I called them back another day and did speak with the receptionist who was kind and helpful and I was able to reschedule my appointment but what a silly answering system to have in place.
Sunday, February 7, 2010
US Cellular
My wife and I made some changes recently to our cell phone service; our phones had been through different carriers and we finally decided to consolidate onto one family plan. I gave them a call the other day to discuss the details and get things set up for us to make the switch and after being on hold for over 10 minutes ended up having a pleasant experience.
The man that I spoke with was knowledgeable and able to help me with what I needed. Other than the fact that he tried to sell me more services (but that's his job), it was quick and easy. It took less time than I was on hold. He even threw me a bone (though I am sure he throws it to all of his customers) by waving the activation fee for me ($30). My wife is now on my cell plan and we should have her new phone in just a few days.
There are three lessons that we can learn from this brief interaction:
1. Make sure that the employees who work with your customers know everything they need to (or know how to find the answers/information they need) to help
2. Be quick, most of the time customers don't want to be patronized (however, don't forget to be kind). They are busy and need to get things done, working with you is usually just an item on their to do list and helping them quickly shows respect for them
3. Make the customer feel special/important. By throwing me a bone I felt like US Cellular appreciated my business; waving the fee made me feel important because they made an exception for me (and if they do it for everyone I still saved $30 which is almost as valuable :) )
The man that I spoke with was knowledgeable and able to help me with what I needed. Other than the fact that he tried to sell me more services (but that's his job), it was quick and easy. It took less time than I was on hold. He even threw me a bone (though I am sure he throws it to all of his customers) by waving the activation fee for me ($30). My wife is now on my cell plan and we should have her new phone in just a few days.
There are three lessons that we can learn from this brief interaction:
1. Make sure that the employees who work with your customers know everything they need to (or know how to find the answers/information they need) to help
2. Be quick, most of the time customers don't want to be patronized (however, don't forget to be kind). They are busy and need to get things done, working with you is usually just an item on their to do list and helping them quickly shows respect for them
3. Make the customer feel special/important. By throwing me a bone I felt like US Cellular appreciated my business; waving the fee made me feel important because they made an exception for me (and if they do it for everyone I still saved $30 which is almost as valuable :) )
Sunday, January 24, 2010
The Dentist's Office
This last week I went to the dentist to have a tooth filled (a previous filling had fallen out). As I walked in and up to the counter I waited for the woman behind the counter to acknowledge me. It took her about 10 seconds to look up and smile at me. Without waiting I said "I'm here for an appointment." (this should have been obvious but I was nervous). She continued smiling and said "Go ahead and have a seat. The doctor will be right with you Tyson." I was shocked that she knew my name. This was only my second time to the dentist and the first time was a little more than three weeks prior. I didn't even remember seeing her the first time I was there. I looked at her and said "Wow, you guys are good. You already know me by name." She kept right on smiling and said "It only takes me once or twice to remember someone." I then sat down. I was still shocked. I had just experienced what I had been telling my team at work for the last five months and I relished the feeling. I felt important, even if just for that moment. I was in a dentist's office and I was happy to be there (until I remembered why I had come). I felt like that office cared about me, I wasn't just another customer (patient).
This simple experience, that took place in just a few moments, teaches a great lesson. By learning someone's name and then calling them by it you can make them feel special, important. These are the feeling that build customer loyalty. And what did it cost the dentist's office? Almost nothing. In fact, I would be impressed if it cost more than a few pennies at most to learn my name. Maybe the receptionist spent 1 or 2 minutes committing it to memory (at $10.00 an hour, which is a generous wage for BV, that would have cost her employer $0.16 to $0.32). What an investment! If I go back just one more time for a cleaning because of my experience they will have increased their revenue by over $100. That's more than 312 times more than what it cost to learn my name.
This is common sense. Treat people like people, not numbers or "just customers." It's the golden rule applied to business.
Kudos to "Smiles on Magnolia" in downtown Buena Vista, VA for your excellent customer service. Not only was my filling done professionally and the price was reasonable, you made me feel important. My only regret as I look back is that I still don't know the receptionist's name. But be sure that next time I go (and there will be a next time) I will learn her name too.
This simple experience, that took place in just a few moments, teaches a great lesson. By learning someone's name and then calling them by it you can make them feel special, important. These are the feeling that build customer loyalty. And what did it cost the dentist's office? Almost nothing. In fact, I would be impressed if it cost more than a few pennies at most to learn my name. Maybe the receptionist spent 1 or 2 minutes committing it to memory (at $10.00 an hour, which is a generous wage for BV, that would have cost her employer $0.16 to $0.32). What an investment! If I go back just one more time for a cleaning because of my experience they will have increased their revenue by over $100. That's more than 312 times more than what it cost to learn my name.
This is common sense. Treat people like people, not numbers or "just customers." It's the golden rule applied to business.
Kudos to "Smiles on Magnolia" in downtown Buena Vista, VA for your excellent customer service. Not only was my filling done professionally and the price was reasonable, you made me feel important. My only regret as I look back is that I still don't know the receptionist's name. But be sure that next time I go (and there will be a next time) I will learn her name too.
Common Cents
Until 2009 I didn't realize just how much customer service is worth. There really is a quantifiable correlation between profits and customer service. My goal is not to delve into the realm of numbers, figures, and detailed analysis of the relationship between customer service and revenue (though I may from time to time) but rather to comment on simple things that we can all do to increase the level of service we provide. I am going to call it "Common Cents Customer Service." The little things that we do (or should be doing) that will help anyone earn a few more "cents." Please feel free to comment, in fact comments are always welcome. Let me know what you think and how I am doing.
I assure you that by following the simple suggestions put forward in the following posts your business endeavor will become more profitable and you and your customers will find greater satisfaction in your interactions.
I assure you that by following the simple suggestions put forward in the following posts your business endeavor will become more profitable and you and your customers will find greater satisfaction in your interactions.
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