service statement: pay it forward continued…

thinking of you

It is impossible to completely remove my customer experience leader hat. On a shopping expedition of any sort, I can’t help but overhear conversations between customers and associates/management.

What does the exchange look and sound like? What types of people already shop there? These and other questions I ask to help guide my choices.

a shocked checker

Last week, while placing my groceries on the conveyer belt at Winco Foods, I turned off the music playing on my iPhone when I overheard a conversation between the checker and the elderly couple at the cash wrap.

It seemed as though the couple had to choose which items they were going to leave as they did not have enough money to cover the bill. I quietly removed the debit card from my pocket, put down the bag of frozen blueberries into the shopping bag and circled back to the checker.

“Please put the remainder on this,” I offered to the couple and the checker. “Are you sure? People don’t do this” answered the checker.

What I want to know is why the heck not? This was not the first time I helped someone in line while grocery shopping. No one could believe that I would help a complete stranger.

what was my motive?

The couple asked for my phone number so they could pay me back. Knowing I was able to help someone who needed it was reward enough for me, so I  declined. Instead I suggested that the next time they see someone who could use their assistance, pay if forward.

Paying it forward can take many forms. Of course it can be money, but it could be your time, a shoulder to cry on, a hug when you feel alone and destitute, a warm meal. The list is endless.

I gave them both hug before rolling my cart out to the car.  They promised to keep me in their prayers. To me, this was more than sufficient.

lesson learned: keep your heart open

It is never wrong to do the right thing. In customer experience, it is easy to become distracted by drama. There are those you can never please, and others you may not care to oblige. I found the secret to great customer service is to carefully consider why you are offering service in the first place.

When is the last time you did something completely unexpected to help someone you didn’t know? Share your thoughts and stories and let’s continue to pay it forward.

Related articles

• Held hostage by poor customer service (mhutchess.wordpress.com)
• Top 5 Customer Service Statistics for 2012 (customerthink.com)
• Pay It Forward: Charitable Community Contributions Don’t Always Come in Cash (thesunshinestand.com)
• We don’t accept tips, but we will PAY IT FORWARD everyday! (bakeddessertcafe.wordpress.com)

Don’t look for easy, look for possible

I have been a leader most of my adult life. One trait shared with other effective dynamic leaders is that I don’t think I know it all. I  am continually enhancing knowledge and skills with something new.

watch out world!

 

Sitting in the airport writing this post for the past hour has given me opportunity to reflect on a leadership conference I just attended in Las Vegas. There were so many inspiring stories told during these past three days, that my heart is still overflowing with inspiration.

Key note speaker extraordinaire: Debbie Neal

One speaker in particular Debbie Neal, Executive National Vice President at Arbonne stood out from all the rest for me. During her presentation, I was moved to tears at least twice (OK those of you who know me, understand I cry easily) because I was able to see her dream and understand exactly what is required of me to achieve the possible.

See your vision of success. Be the vision. Believing in your dream is key to success. What does it look like for you? What sacrifices are you willing to make to achieve it? These are questions you should be asking yourself.

One caveat is we tend to over think the process. We spend inordinate amounts of time pondering how to do it, yet take no real action. A powerful message was relayed in that you have the ability to change peoples lives through action.

Direct your team by painting them a picture of your vision. When setting expectations, don’t lower the bar where you think others want to be. Easy is not worth hitting. Expect your best every single day and lead the way towards your goal.

consistently build upon success

Once success is achieved, do you take a break? Alternatively, t is imperative you don’t rest on triumph, but continue building. Excellence is more of a habit than a skill and takes daily practice.

You do your team no favors by holding back. Be relentless and consistently raise the bar higher. It is better to fear losing an extraordinary team because you don’t stretch them enough than to give them less than they deserve. Your goal should be to build and develop them to their fullest potential.

a powerful take-home message

Debbie is such a spirited leader, that I had to take notice. She defies the ordinary in everything she does. The biggest take-home message I received was that her path was never easy, and certainly not probable for most leaders. However, Debbie’s vision is conceivable.

It is time to take a stand, even if you are the only one in the room standing. Stop looking for the easy road, and begin searching for the possible.

 

are we sales people or zombies?

am I a zombie or a sales person?

Help Please?

When embarking on a shopping trip, what does the sales staff’s level of service look like? You may be wondering how it should appear?  Customer service can take different forms. Are you greeted by a sales associate or made to feel unwelcome or in the way? Is your experience adequate, below target or remarkable?

Recently, I read an article on RetailWire that delved into the subject. David Zahn from Zahn’s consulting questioned whether sales training is fact-based or relationship driven. Focus is placed on product features including technology, fashion, or price. David argues that a sales person’s people skills have been taken largely for granted and are not developed and nurtured through training.

As a customer experience manager, I am not sure I agree with this theory because many companies (including the one I work for) have re-examined how to obtain and retain a superior sales force. Two key practices, hiring and instruction, are evolving in order to meet or exceed customer’s expectations.

zombies need not apply

OK, you probably haven’t had too many zombies helping you through the checkout at your favorite shopping spot. Think deeper into why you prefer this establishment. Is it the superior product, or the likability of those who work there and the company culture that attracts these associates?

When hiring for a sales staff, it is crucial that he or she is a fair representation of your brand, and that he or she is passionate about the company as well as the product. Too often emphasis is based on experience and not personality.

Are candidates able to think on their feet and improvise when necessary? Of course you want someone who can follow rules, but someone who is creative in her approach and empathetic towards others beats experience in my book. You can teach someone sales, not empathy.

not even a well trained zombie?

Once you establish who you want working with your customers, they need proper training how to offer unmatched service. You have the people who love what they do, and where they do it, now capitalize on it by investing time into them.

If you want them to create a perfect denim fold, teach them how and give them the necessary tools. But, by all means don’t forget that although your store will look prettier because of the way product is displayed, it doesn’t take the place of customer service. By teaching them to be attentive to customers instead of being task focused, you will see better customer satisfaction results.

is it measure able?

There is more than one way to measure customer satisfaction. Here are a few I could think of:

1. Top-line sale increase
2. Repeat clientele
3. Customer experience survey scores increase
4. Less employee turnover (well, that is more about the internal customer, but it still counts!)

What are your thoughts about the state of retail customer service? Please share your thoughts and stories about good and bad experiences.

 

Tenacity or Stupidity?

What does it mean to hold on to something whether it is ethereal or tangible no matter the outcome? Is it an admirable quality or one of selfishness or stupidity that causes us to continue our endeavors? When should we give up on our dreams?

In sales, it is crucial to remain loyal to your belief in yourself and whatever you may be selling. In leadership, you must believe in your abilities and those of your team. I believe a good descriptive word for this is tenacity which is defined by the OED as:

Tenacity:

• the quality or fact of being able to grip something firmly; grip: the sheer tenacity of the limpet
• the quality or fact of being very determined; determination: you have to admire the tenacity of these two guys
• the quality or fact of continuing to exist; persistence: the tenacity of certain myths within the historical record  Oxford English Dictionary
  

This morning I am writing this post from one of my usual Starbucks haunts. It is a great place to come and think, blog, do homework (oh yeah! I’m done with that one), meet with friends or clients, or simply escape for a moment.

On this gray and windy day, I sit patiently (well, as patiently as I am able to sit) at my favorite window seat to meet with a potential client. Maybe it is because of the time change this morning, or the fact that I showed up 5 minutes late (typical of me) that I sit alone at the table. Maybe she scheduled the appointment in order to shut me up yesterday and threw out my card as soon as I was not looking.

Cry me a river!

Does her motive really matter at all? Probably not. I can rationalize until the lobsters come home, but the outcome remains the same. She missed our scheduled meeting and did not call to tell me or reschedule = inconsiderate.

It would be easy to wallow in self-pity right now. Rather than crying to myself or to those around me, I decided to stay at Starbucks, drink my green tea and conjure a blog post. The time is no less valuable because the client did not show. It simply looks different.

Back to the tenacity thing…

I actually do have a point to this pathetic story. It is not meant merely to depress, but to illuminate the possibilities tenacity brings. This one missed appointment will not ruin my day, or confidence in my potential and/or goal. It won’t dissuade me from further contact to reschedule.

Whatever the cause, it is not something I take personally. It is just part of doing business. Sometimes events work out as planned, while others prove to be an opportunity for personal growth. Either way, it’s all good.

Do you believe in your own potential? If so, what are you doing to create your reality? If not, perhaps it is time to re-examine your goals. When things go wrong, always have a plan B (even if you make it up as you go). The difference between success and failure is subjective.

I understand my objectives and what it will take to achieve them. I hold on tenaciously to visions of my future until they can be are realized. Share your thoughts and stories about disappointment and how you turned it around to your advantage.

Related articles

• Tenacity in 2012 (leadonpurposeblog.com)
• Evil 8 and Tenacity (thephysicalculturist.com)
• TODAY’S LEADERSHIP MANTRA: Tenacity. (martingysler.com)

Take a Break with the Mermaids

Mermaid Pam

When and how do you find time to rest? Are you constantly in motion, reasoning, blogging, tweeting, face-booking, cleaning (well, let’s not get carried away), etc? If you are anything like me, you can’t find enough time in the day for everything. You would have more time if… Trust me, I do and say it too. The problem with this line of thinking is that the right time never seems to come. Whenever something  wraps up (IE. school), I will likely add three more activities taking its place.

enter the lady of the spa

Last year I was informally introduced to Pamela Morse, an ingenue who understood the value in letting go and getting silly. We spent the next several months bantering via Twitter, LinkedIn and Facebook (yeah I know what you are thinking; who has time for that?), when she DM’d me (direct message) that she had an opportunity she wanted to involve me in.

Oy Veh! What in the world was I adding something else to the pot for? My curiosity took hold and we began talking about mermaids, camps, fitness, spa’s and the empowerment of women. At first it sounded silly and a little crazy, but the more we spoke, the more sense it all made.

The next thing I knew, I was on a plane to San Diego for some reconnaissance work and a little spa treatment thrown in for good measure. Next was a more local trip down to the Atlantis Casino Resort in Reno, where Pam came to visit for a week while doing more mermaid groundwork.

I could get used to this!

We Spa’d down and took several hours wandering between cold-dips, hot jacuzzi, quiet rooms and steam rooms. I had an amazing encounter with the premier mermaid photographer Cate Vail of Sirens Photography. I realized the purpose in all of this unfamiliar luxury. I needed to let go and let be.

There is a time to occupy your head and body with reality. As well there is a moment to wonder in the splendor of your beautiful spirit. Next month I will be going on yet another adventure with Pam and the mermaids in the desert.

Whether you float in the water or burn in the desert, fantasy awaits! After all, life is not about finding yourself, it is about creating yourself. Put reality on hold for a weekend, day or even a moment to rejuvenate your spirit.

getting ready for some mermaid fun!

.

 

 

6 clues to customer service or disservice

I believe there can be too much of a good thing.  Here are some examples of consequences from excessive behavior:

1. Too much ice cream = bloated lactose intolerance or weight gain
2. Too much time on the computer = blurred vision, head-ache, lack of exercise
3. Too much television = lack of real life
4. Too much work = not enough play
5. Too much sex = Wait a minute! is there such a thing?

 Which leads me to my next query…

Are there actions in life that are never too much? (pardon the double negative) For example, can you ever have too much education, tolerance, or customer service?  I feel safe saying no to all three instances.

I believe strongly in higher and continuing education. After graduating at age 44 with an MBA, I realized it is never too late to learn something. As a society, we lack a great enough capacity to accept those different from ourselves and could use a heavier dose of tolerance.

Last on the list is customer service. I am considered a customer experience maven, and I can’t imagine anyone believing they are receiving excessive service.

Here is where I was wrong! Recently I heard from a colleague that someone complained she was over-serviced by sales associates who “asked her random questions.” In other words, in the off chance of building a relationship and enhance the experience, the sales people were trying to engage the customer. Coming from a bridal background, I am familiar with and successfully utilize a very personalized service approach.

Where is the line drawn between nagging and assistance?

There are always two sides to every story. It is certainly possible that in the associates quest to aid the client:

1. He overstepped boundaries by attempting to become too familiar or inappropriate with the customer.
2. He misread the customer’s cues and didn’t let her shop in peace.
3. His selling style was too aggressive for this customer.
4. He was inauthentic and fake, which turned her off.
5. He tried too hard and came off as desperate for a sale.
6. He was snooty to the customer.
7. He wasn’t snooty enough.

Lesson learned: level of service is relative

Just because I prefer extensive customer service does not mean everyone else does too. My advice is that when first setting out to work with a client, set out to understand his/her service needs from the start.

She may be a window shopper, or prefer not to engage in conversation with you. She may be looking for something in particular and be in a hurry to get on with her day, and not have/make time for small talk. Maybe you have spinach between your teeth and she can’t stop staring.

Know that it may not be you, but it might. Don’t take it personally. Instead, use it as an opportunity to broaden your skills. Understanding the difference between service and disservice is difficult but not impossible.

What level of service are you comfortable receiving? Have you ever had a salesperson go too far in the name of customer service. Share your stories and experiences.

 

Related articles

• Who Is Hiding Your ‘Customers’ Part 3 (translatescotland.com)
• “How May I Help You?”: Customer Service Positions do a Disservice to Women (lachristagreco.com)
• Why Just Service Customers When You Can Engage Them? (community.constantcontact.com)
• Ehsan Khodarahmi: Customer Service Is the New PR (huffingtonpost.com)
• Knockout Customer Service Rule #5 (knockoutcustomerservice.com)

• Why Just Service Customers When You Can Engage Them? (community.constantcontact.com)
• Ehsan Khodarahmi: Customer Service Is the New PR (huffingtonpost.com)
• Knockout Customer Service Rule #5 (knockoutcustomerservice.com)

the customer is not always right.

This may sound cliche but I am a customer experience junkie. Everywhere I go, I am internally gauging the level of service I receive as a customer, so that I can truly understand client needs.

Last week, I had an expensive lesson in service when I killed my new laptop computer. It started as an ordinary morning with my marketing group at Starbucks. We were working on a presentation due the next week.

All five of us were gathered around a table, sipping coffee and tapping away on our computers; no big whoop.Tap, sip, tap, sip until batteries were mostly drained After 30 minutes, we switched tables so that we could all plug in our chargers and re-gathered our stuff.

This is where everything slowed down and sped up simultaneously, as I reached for my still hot venti coffee with soy milk. Inadvertantly, I knocked the cup over sideways, spilling the cup’s contents both across my lap and my laptop keyboard.

Somebody get me a towel!!

Completely in shock, I shot out of my seat, asking the barista for a towel to try to save the laptop. The barista not only tossed me a towel as soon as I said something, but he arrived within moments at our table toting several more towels and a mop to clean up the floor.

He was apologetic as he helped me sop up the hot mess in the hopes that I would remain calm. I was unusually zen-like (not me at all) when I reassured him that it would be ok because I purchased AppleCare with my laptop 4 months earlier (yup, it was that new). It should all be covered under the plan. After drying myself off, I headed over to the local Apple store with my coffee-ridden laptop in tow.

There is no care like AppleCare

With my pants still damp and smelling of coffee, I entered the Apple store and found the nearest associate, handed him the wet computer and alerted him as to what happened. The next available genius appointment was not for another day, so he took the piece into the back to see if there was anything that could be saved.

sometimes the answer is no

Don't let the bastards get you down!

I hate saying no! There is something deep inside my psyche that screams failure when I’m unable to please people, which is probably one reason I am so good at customer service.

Rule number one in customer service is the customer is always right. The reason for this rule is simple; if you don’t aim to satisfy, you have no customer. Unfortunately, some consumers take advantage of this mantra and use it as an excuse to abuse those who are trying to serve.

Ahh, the salad days…

Back in my bridal days, I would do back flips (not really, this is a metaphor, you know) and tap dance in order to please brides. It was my duty to make “yes” statements and fulfill their innermost wedding dreams. Overall, I loved being part of her fantasy wedding.  It was great fun when a happy bride returned and showed pictures of her fateful day.

Too bad it was not all champagne, unicorns and rainbows for all of us. Some brides had problems with their gowns. Others had issues with bridesmaids, groomsmen, flower girls, etc.

Perhaps it was my fault, or one of the other bridal consultants who worked for me. Dresses came incorrectly, people mis-measured themselves, brides called off their weddings. I could go on for days about what could or did go wrong. The point is, sometimes mishaps were controllable and others were beyond my control. Whatever the complaint, I reacted similarly and took care of the customer.

Back to the present

Recently I have witnessed some of the nastiest customers to date, both at work and while shopping on my own. I understand that the economy is still in the toilet and people are grumpy, stressed out and broke.

This is no reason to take aggression out on a sales person or customer service agent. While in line at a convenience store a woman was shouting at the clerk because the store was out of a certain brand of cigarettes. Maybe this should be a clue to stop smoking (I know, it is another story altogether). I was appalled and embarrassed even though I had nothing to do with the situation.

What the woman failed to realize is that sometimes the answer is no. We are out of the brand, size, or style you were looking for. It is nothing personal. There is no conspiracy to displease you and leave you wanting.

As much as I hate saying no, I abhor reactions I get even more. Why add to the world’s stress by being inconsiderate of others? Is it really the clerk’s fault the store ran out of something? People are spending less and in turn stores are carrying lower inventories. It is the way things work; Supply and Demand.

OK, enough ranting already!

I will now step off my customer experience soapbox. Ranting is a great way to vent, but does it really solve anything? We all need to relax and realize that we are all in this together. Look at the bigger picture and see what you can do to make a difference.

Instead of growling, smile and become empathetic towards others. Stop thinking about your all-consuming problems and focus on something/someone else who may benefit from a thoughtful comment. Be the solution and not the problem.

What are your thoughts about the current state of rampant overreactions? Share your thoughts and comments. Better yet, next time you go in a convenience store (or any other for that matter),  show compassion and ask the clerk how his/her day is.

 

Related articles

• What exactly is the cost of poor customer service? TalkTalk provides an answer (thecustomerblog.co.uk)
• 5 Steps to Better Customer Loyalty [Customer Retention Tips] (customerthink.com)
• Attention Customers: Service Is A Two-Way Street (christinepechstein.wordpress.com)
• Customer Service Is Not A Set Of Rules…..It’s An Attitude! (knockoutcustomerservice.com)

Where do you expect great customer service?

Where do you expect to receive great customer service? Do you think it is reserved for high end services or products? We have been led to believe so, as our society has become a self-service culture.

Please help yourself

It is cheaper to have consumers ring themselves out at the grocery store. We are expected (except in a couple of states) to pump our own gas. Social interactions in warehouse type stores (i.e. Costco) are minimal.

It doesn’t matter where I am, as my expectation for a superior experience remains intact. Without a positive customer experience, one carries little hope of achieving repeat business.

My friend went to a local car lot, hoping to buy a car for her college-bound son. After walking around aimlessly, searching for someone to help her, she finally gave up and left. There was a salesman there who was helping someone else, but he never even looked my friend in the eye and said hello.

Considering a car is an expensive purchase, I would expect better than being completely ignored. Obviously, she will not be going back to this car lot or recommending her friends. The opposite is probably true in that she told me about her lousy experience and may be sharing this with others as well.

Lesson learned: customer service matters

In this economic climate, businesses cannot afford to ignore potential customers and expect to keep their doors open. Whether you work in a shee-shee  high end boutique or a value-driven large retailer, you must remember that good customer service matters every time, every day, everywhere.

Related articles

• What some people think passes for “Customer Service” (contextreallymatters.wordpress.com)
• Don’t relegate customer service to your website (greatfinds.icrossing.com)
• How to Create the Ultimate Customer Experience (lumbertribe.wordpress.com)

What do YOU want from me?

What do you want from me?

There I was, minding my own business when…

I was waiting in line at the cash-wrap of a local retailer, carrying product in my hand I intended to buy. As I approached the register, I overheard a conversation between the cashier and customer that made me cringe.

A female customer was deciding at the register, which pieces she truly wanted and asked to take things she would not be purchasing off the transaction. The associate looked unfazed as she removed items and placed them to the side.

Next the woman produced a coupon. At this point, the associate became snippy as she alerted the customer that by deleting items from the transaction, she no longer qualified for the coupon. I felt like I was in the midst of an Adam Lambert video as her exact words were, “What do YOU want from me?”

Do I really have to be nice to everyone?

Trust me, I get it becomes annoying when customers change their minds mid-transaction. Frustration occurs when people don’t comprehend the terms of a coupon and you are forced to explain it to them, by pointing out the fine print.

In reality, it is your job to service the customer. There is no reason to become rude to someone purchasing or otherwise when she simply does not understand the rules. People change their minds about purchasing for all sorts of reasons. It is not a personal affront to you, don’t turn it into one for them.

Whose responsibility is it anyway?

Ultimately, it is the leadership teams responsibility to ensure a smooth customer experience. It begins with the hiring process, when a leader determines whether the candidate is able to withstand treating customers respectfully regardless of circumstance.

Leadership accountability continues throughout training and beyond. Associates do not learn in a vacuum. If they see leaders treating employees or customers badly, they in turn respond to others similarly. If you don’t want badly behaved employees, look to your behavior as a leader first.

How do you react when you observe poor customer service? Do you complain to management or simply slink away, never to be seen again? What if the poor customer experience did not involve you except as a witness? Share your thoughts and stories.

Related articles

• How to shape customer behaviour and create delight at no extra cost (thecustomerblog.co.uk)
• Sometimes the best customer experience is no customer experience (customerthink.com)
• How’s Your Customer Service? (kevinwmccarthy.com)