Tag Archives: Customer Management

service statement: pay it forward continued…

Posted on by
Reply

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

are we sales people or zombies?

Posted on by
9

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.

 

6 clues to customer service or disservice

Posted on by
8

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

the customer is not always right.

Posted on by
2

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. Continue reading →

another customer experience lesson (part 2)

Posted on by
6

Last week, after sitting through one of my evening classes, I knew there was a blog post/story that was emerging. What I didn’t realize is that one of the people who would read the subsequent post was the professor from the story. This became apparent when I received an email from her the day after my post was published.

I'm so embarrassed.

Can you see me crawling under the table here?

When I  opened and read her email, I was horrified and embarrassed. What would this mean for my grade? (payback can be a #$^@) No one likes to hear feedback and I did not want to come across as cruel. I really do admire this teacher and with an ESFJ personality, it is important for me to be liked in return. Continue reading →

sometimes the answer is no

Posted on by
4

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

Where do you expect great customer service?

Posted on by
Reply

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 do YOU want from me?

Posted on by
2

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

Don’t lie and say that you love me

Posted on by
Reply

Why do people lie? As a customer experience connoisseur, I come across salespeople, managers and even customers who find it necessary to utter untruths. I have caught my 13 year old son in more than one lie regarding his homework, which brings me to a conclusion that a major reason for lying is to avoid an uncomfortable situation.

It is understandable that you can feel awkward telling a salesperson that you don’t want what is being sold. Reasons for not being satisfied vary, but the nagging feeling that you are hurting the salesperson’s feelings remains. Generally, people want to be liked and fear rejection. I want to be liked and take no pleasure in telling people no. However, I realize that I am doing the salesperson  no favors through lying.

Tales from the fitting room

In a high-service business, you become more involved with the salesperson who is helping you. For example, fitting room service in a clothing retailer should include an associate checking on you periodically to ensure that you like what you are trying on and to change out things that don’t work, while offering further suggestions. When the associate visits your fitting room, you should not lie to her and tell her that everything is perfect if it is not. Give her the opportunity to make wardrobe adjustments or to bring you something more suitable. After all, she is there to service YOU!

Here come the brides!

In my past life as a bridal shop owner, it was customary for a bride to try on several gowns before choosing one. Often, the bride would leave without making a purchase. She may revisit the store again, try on more gowns and still choose nothing. No, it was not fun for me playing dress-up with no perceivable end in sight. It was all part of the nature of the job. Choosing a wedding gown is an important task and the idea of committing to one dress (kinda like to one man) is sometimes stressful.

The point is that although I routinely placed girls in beautiful, expensive dresses that they may or may not purchase, I did not take it personally if I could not help them in their quest for the “perfect” dress. It is slightly amusing when customers walk into a store or business, look around then try to sneak past the salesperson on duty. Trust me, she sees you and it is OK that you are leaving empty-handed. The associate would rather you become a converted customer but she also realizes that she can’t help everyone and that she may not have what you need.

Lesson learned: wear your big-girl panties

A friend told me that when she gets up in the morning, she puts on her big-girl panties. She is not going to fall apart if you reject product she is selling. As a customer, you can remember that her big-girl panties will protect her from rejection. Next time you find yourself in a store fitting room, take the opportunity to let the expert working there help you. If she is any good, she will not attempt selling you items that look bad on you or are inappropriate for the occasion. Remember that it does YOU a disservice to tell the salesperson that everything fits when in reality you need something else.


The Meaning of Customer Service: pay it forward

Posted on by
8

The day did not start out as anything spectacular. Nothing wrong but not exciting either. That is, it wasn’t great until I altered the course of my day while grocery shopping.

Make a difference = Pay it forward!

I was bagging groceries at the local Winco Foods, when my superior spider senses (hey I can dream of being a superhero) began to twitch. The man behind me was fidgeting and looking around nervously as if something was wrong. His daughter walked up and as they started to talk I noticed myself eavesdropping. They were questioning whether or not they had enough money to pay for the groceries they had and were trying to decide what items to take off the bill.

Continue reading →