Tag Archives: Customer

service statement: pay it forward continued…

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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.

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Invisible Shopping Experience; How to Lose Customers

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When I look into the mirror, I see my reflection which tells me I am visible to the naked eye. The inner monologuegoes like, “Yup, here I am.”

The invisible shopper

I don’t possess any magical skills that render me invisible. Admittedly, there are times I wish I were invisible just so I could do pranks on people. I wouldn’t worry about what to wear or what my hair looked like. Do I have lipstick on my teeth? You get the picture.

Why do I feel invisible?

Now that I have firmly established the fact that I am flesh and bone, lacking any magical transformation powers, I wonder how others cannot see me. I am 5’8″ brunette with a big smile and friendly disposition. I am pretty hard to miss.

Recently I went shopping (I know shocking, isn’t it?) for a few last minute items I needed for an upcoming trip to Las Vegas. I needed a pair or shoes (stop snickering) a cosmetics bag, and something new to wear.

The invisible shopper

The shopping expedition began at Victoria’s Secret, where I was completely ignored. Two associates were yakking at the cash register and were way to involved in conversation to notice me as I perused the store. Disappointingly, I left there empty-handed.

Next I wandered into Macy’s with the same effect. The difference was that I walked through 4 departments completely undetected. Hmm… I discovered a pattern that I had to investigate further.

Next came Dillard’s, Cache, then Target. Still invisible, I wondered if anyone would notice if I took all of my clothes off and shopped naked? At this rate, I felt there was a great chance, no one would look.

Take off the blinders and observe your customers!

I cannot lodge a complaint about one of these stores, because I was invisible to all of them. Everyone says that we have entered an era where consumers expect hyper-customer service. It looks as though the message was filed away with other nonsensical memos floating around.

What makes management believe this is OK? Obviously they must advocate ignoring potential customers. Leaders can claim they are unaware, but this is a weak excuse. Staff models behavior after their leadership team.

It’s time to love your customers up!

With countless choices where we shop, it is imperative that customers are acknowledged. I shop where I am valued, not ignored. It is true that the self-help era is ending in favor of a more service intense experience.

I still would like to be invisible just for the entertainment factor. Invisibility is not the goal when shopping. Share your stories of invisibility. How did you feel? How did you react?

are we sales people or zombies?

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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.

 

“What’s in it for me?” A lesson in how not to network

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is it me?

Is it me?

Network: A group or system of interconnected things or people. Oxford English Dictionary

 

What is it with some people? After a strange encounter with a local vendor today, I was compelled to look up the actual definition of the word network. Trade events are generally more appealing when complementary businesses are involved.

I think of it as having fries with your meal, peanut butter with your chocolate, necklace with a dress, etc. In other words, networking adds pizazz to the party. Without collaboration, business functions can be one-dimensional and drab.

As a customer experience manager, I prefer partnering with local vendors for events. Is there a more effective way (and inexpensive) to mutually benefit businesses? This uncertainty brought me to the next helpful definition brought by businessballs.com

Mutual benefit (or mutual gain) is a common feature in successful networking – and this is a powerful underpinning principle to remember when building and using your own networking methods. It is human nature, and certainly a big factor in successful networking, for an action to produce an equal and opposite reaction. Effort and reward are closely linked.

here’s the story morning glory

One of the fun parts of my career is planning and executing store events. At the time, it seemed reasonable that I would canvass the shopping center looking for possible partners. They could provide coupons or brochures for display, donate for a customer raffle, send a representative to the event, all of the above, some of the above (you get the picture).

It was blustery and frigid outside as I trekked through the parking lot when I walked into the first shop. I explained my purpose to the owner/manager and was eagerly anticipating her reply. When she finally spoke, it was not what I expected to hear. She said, “What’s in it for me?”

Really?? Was I hearing things? What did she think was in it for her? CUSTOMERS!

Just to make sure, I wasn’t taking crazy pills, I said, “excuse me?” She then repeated herself as I gaped in horror. I informed the woman she didn’t have to oblige if it was inconvenient. It was only a thought that through her submitting a coupon/donation/whatever, she may be able to make a business connection through our customer base.

silly me

Why did she believe I was trying to do something to her rather than for her?  Why couldn’t she see the mutual benefit proposed? ROI can easily be tracked by the number of coupons redeemed after the event.

To tell the truth, the wind fizzled out of my sails and I wanted to turn on my heel and escape from this un-savvy businesswoman. As visions of running out the door screaming and pulling my hair out (OK maybe this is a little bit of an over-dramatization) she realized her foible and pulled a small stack of coupons from a drawer.

She handed the precious slips of paper over the counter. There was no need to scream as the wind was shrieking for me. Surely she had no idea what reaction her action caused in me. After the encounter, my mojo was gone and I simply drove home.

lesson learned: I’m still not sure

The lesson that comes to mind is to do business with people who want to work with you. When you find someone who is not interested, keep moving forward. Don’t let the bitter betties get you down. Save it for someone who appreciates you and what you can do for them.

 

 

 

 

6 clues to customer service or disservice

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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.

 

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the customer is not always right.

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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)

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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 →

a lesson in customer experience

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Cover of "Ferris Bueller's Day Off Buelle...

Cover via Amazon

What does school have to do with customer experience? As a paying student (customer) it is up to me to find value in classes. I am lucky to have the opportunity to attend graduate school, but I am still a consumer of education.

The other night I experienced a class that was excruciatingly dull. During the last 30 minutes of a 3 hour class, I looked around at other students and realized that no one was paying attention to the professor’s lecture. Some were texting on smart phones or checking Facebook on laptops (guilty), while others were drooling out of their half-sleeping mouths. I expected to hear Ben Stein call out to the class “Bueller, Bueller?”

Which is worse?

I couldn’t decide who was more ill mannered; the students for a blatant disregard for the teacher standing in front of us, or the professor for choosing to make us suffer through a lengthy and boring PowerPoint presentation?

One student rose from his seat and exited during the lecture. I was jealous of his lack of fear as he slung a backpack over his shoulder and sauntered out of class. The professor hardly noticed as she smiled and continued.

Student; 1, Teacher; 0

Most of the time, I would say that a student who left mid-lecture was more rude. The reality is that he was reacting like a customer who was being ignored. The lecture was not for the customers (students) benefit.

The answer is simple enough. If you want to retain customers, engage them. Pay attention to your customers and they will thank you and want to return. If you want to cry out, “anyone, anyone,” to a sleeping disengaged audience act as if you are the only one in the room who matters.

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sometimes the answer is no

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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.

 

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2 customer experiences – one week

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I rarely have time to shop for myself and when I do, I have high expectations about what my experience should be like. Recently I had two shopping encounters that should have had similar outcomes but in reality, were wildly different.

Experience A: Michael Kors Outlet

What is missing here?

This past January I bought an adorable watch at the Michael Kors outlet in Sparks, Nevada. The associate helping me was wonderful and she helped me pick the perfect watch. I left happy, sporting my watch with the crystal bezel. Life was good!

Fast forward 6 months… one of the crystals magically fell out of the bezel. I was bummed, but didn’t consider it a big deal because I bought a watch from a good company (or so I thought).

When I went back to the store I purchased from and explained what happened, I thought they would repair or replace the damaged watch. After an associate informed me they did not guarantee the crystals and that I should have been more careful with the watch, I began to despair.The manager arrived on the scene to see what she could do (finally someone who might help). Continue reading →