Tag Archives: Health

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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who is your mirror?

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looking in the mirror

I am your mirror

In essence, we all want the same things; comfort, food and attention. We relish seeing ourselves reflected from within our surroundings. Whether it is found in the clothes we wear, level of education, chosen profession, where we live or method of transportation (i.e. do you drive a Mercedes or a Hyundai?), we are revealing part of ourselves to the world. All of this and more is known, understood and accepted throughout society.

What I don’t comprehend is how people seem to dissociate from their mirror images when it comes to behavior. They act a certain way, then take no responsibility for their actions. Do these people think we no longer notice their reflections as they rant about things that should remain within their control?

SWI (shopping while intoxicated)

Recently, I read an article in Retail Wire about the perils of drinking while taking to computers for retail therapy. SWI is certainly safer than driving an automobile while intoxicated. By itself, the practice seems harmless as more consumers make online purchases.

It becomes a problem when the shopper habitually purchases online only to regret it the next day when the buzz has worn off, promptly returning all merchandise to the online retailer or worse yet a brick and mortar counterpart. Maybe there should be a public service announcement where the message is, “don’t let friends shop drunk.”

time to take another peek in the mirror

Understandably, people buy things and then suffer from remorse. Sometimes they return product while others simply hoard it (another topic altogether). The fit may be wrong if it is apparel or perhaps the item may not be as it appears online. I really don’t have issues with consumers who don’t wish to keep everything they purchase. Things happen/change, no big whoop.

The behavior I can’t stand is when a customer tries to deflect accountability for his/her poor judgment by blaming the e-retailer for a shopping addiction. In many years of retail management, I have seen customers become abusive when a return cannot be processed because of a thrown out or misplaced invoice or cannot return special orders once shipped.  With a thunderous shout, he expects everyone to bend to his will and disregard all policy and procedure.

I am not sure there is anyone to blame for SWI. Is it really necessary to accuse either party for irresponsible spending? Rampant accountability avoidance can be found everywhere. The economy is still slow and people continue losing jobs and homes. Companies as well as individuals who can afford it the most, sit on mounds of cash, failing to help boost the flow of money. Is there any wonder that some choose to escape for a little while by shopping online with money they cannot afford to spend?

Share your thoughts about SWI or shopping in general. What do you do to elude depression?

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an overwhelming feeling of dread

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Break/Pause key on PC keyboard

Image via Wikipedia

Jane, stop this crazy thing! George Jetson

Do you ever feel like your world is spinning out of control and you can’t find a pause button to stop it all? If not, congratulations, you are extremely well-adjusted! If you are anything like me, you are totally winging it and hope no one will find out you have no idea what you are doing.

Most people think I have it all (believe me, I do).

  • I have the best, most fantastic, loving, supportive husband
  • My kids are both amazing people who I am proud of
  • I am about to complete an MBA in December
  • I work for a company that I believe in
  • I am lucky enough to surround myself with terrific friends
  • I am interning for 2 prominent business women who I respect immensely
  • Recently I lost 40 pounds and feel like I have regained my outer mojo
  • I get to write it all down and share thoughts and reflections on this blog
  • I have health insurance (I don’t take this one lightly at all)
  • Oh, and did I mention I just got a new puppy?
    • Daisy, cute as a button, long story maybe for another post :)
  • I’m sure there is more, but this list seems long enough for now

Is having it all too much?

Maybe it is a form of senioritis in school, but to tell the truth, I don’t want to do anything right now. Working out at the gym usually helps heal my psyche enough to carry forward, but I don’t have time for that either.

Wait a minute! Don’t have time? It’s more like don’t make time. I know it is unrealistic to expect someone to just give me an advanced degree without putting the work and time into it. I have toiled for the past 3 years and can finally see the light at the end of the tunnel. Last week, I paid for and applied for graduation (yay!) and plan to walk with my friends down the aisle.

Searching for my inner edge

If I truly have everything, how do I make time for it all, or is it necessary? One of the women I am interning for, Dr. Joelle Jay who wrote a remarkable book, The Inner Edge which gives great insight as to how to learn to lead yourself. There are 10 steps to personal leadership which with any luck,will help me find clarity and enable me to finally hit the pause button and enjoy all I have accomplished (including the new puppy)

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Play up your passion

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Passion for Fashion (and feathers)

There seems to be a general theme floating around in the blogosphere  these days regarding putting passion into your blog. Two of the best posts I read were by Mack Collier and Margie Clayman. My interpretation of the take-home message from these and other similar posts is “Duh!” Of course you need to be passionate about what you are writing/doing, or else you will come off as being insincere.

Fake it till you make it

I don’t know about you, but I can’t fake passion. If I am at work learning a new policy or marketing promotion and feel less than enthusiastic about it, the associates sense it. It is vital that I have bought into whatever I am selling. When a new line is inspiring, it is easy to convey passion towards the product, the associates and the customers.

At school, if there is a subject I feel disconnect towards (cough, cough, finance) I can study all day long, but still fail miserably on an exam. Whereas classes perceived as fun such as the personal branding class I just completed, doing assignments becomes less of a grind and the classes are a dream to take. It is so much more fun learning something that I am interested in.

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Search the Way to Unlock Possibilities

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This morning I had a meeting at my son’s school with several of his teachers and his counselor to discuss his work. Sam (13) is an extremely bright individual, who rarely turns in assignments. Although it is great to be smart, it is even better when your grades reflect it. Apart from his winning smile and beginnings of teenage attitude, Sam is unlike his peers. He was diagnosed at age 7 with pediatric bipolar disorder.

Many schools would flunk Sam from the 7th grade, but fortunately the staff at his middle school shows great leadership qualities in that they are willing to take great measures to ensure success. The goal is for Sam to own responsibility for his schoolwork. Obviously past efforts have not worked, so it was time to try something else. We needed to get the homework turned in first, then begin work on the responsibility aspect.

I am a firm believer that the diagnosis does not make the person. As a parent, I set high expectations for success, which includes doing homework. The further behind Sam gets, the more stressed he becomes and the less likely he is to participate at all in class. After several months of missing or incomplete assignments, Sam’s teachers and I decided they will email me each day with any work that is due.

As a manager or leader, you are forced to work with all types of employees. There are some who quickly and willingly complete tasks and others who never turn theirs in on time. What makes an extraordinary leader is one who sees past the stereotypes and learns how to communicate to each individual’s needs, thereby inspiring outstanding performance by all.

The expectation is not that you are perfect in every way and magically relate well with everyone. But to truly be effective as a leader, you cannot compare your best employee (favorites) to one who struggles. They both add value in different ways, and it is your job to discover and utilize their value. When you unlock the secret to your worker’s needs, you make it possible for him to find success.