Service Inspired! by Donald Converse

08:23 pm | 0 recommendations | 1 comment

A Letter to Walmart

It has been a while since I published a letter from one of my readers.
I get several comments via email concerning typical customer service
problems we experience daily, but this letter goes into much detail
describing a particular frustration that may be familiar to many
consumers. The problem is, the customer placed an order online and paid
extra for overnight shipping. The items ordered arrived three days
later. The company is Wal-Mart - the largest retailer in the U.S.
However, as you will soon find out, large does not necessarily mean
good, when it comes to customer service anyway. Please read the
following excerpts from the perplexed Wal-Mart (former) customer and
let me hear your comments:

After
repeated (frustrated attempts) to find a phone # or address, I got
through to a Customer Service line and explained that I wanted to have
an address to where I could send a letter of dissatisfaction and as to
why my husband and I canceled our account today. The customer service
representative never asked why but gave me a PO Box address in Florida.
'Is there a particular department or name?' "No." I am thinking to
myself, what happens when a complaint letter arrives at that PO box?
How in the world will it find its way to the right department? Then the
representative asks if there is anything else Wal-Mart could do. Yes, I
want to explain my story and make a complaint. That is why I needed the
address. "OK, thanks for calling today and being a valued Wal-Mart
Customer."
AARGGGH!

Then I went online to corporate offices,
got that address and phone number, and of course, being a holiday, they
were not open. But here was some information I thought you would find
interesting. On the Wal-Mart corporate Website are these words:

"Our Three Basic Beliefs as per Sam Walton:
1. Respect for the Individual
2. Service to Our Customers
3. Striving for Excellence"

(I beg to differ that they operate their business by these principles).

I
must go on record to say that the CS rep, Tawana, from Wal-Mart.com who
called today in response to my email dispute, was very gracious and
polite. She listened, she understood, agreed with some of my
frustration and even found an error on the site regarding the shipping
info on the Eastsport Backpack I ordered that she was going to report.
Yet, even with the misunderstanding on the order, the fact that it was
not stated clearly that the backpack would not be charged the $.97 as
stated for that day's special but would also incur the additional 1-day
shipping fee, and that there was an error in how the shipping info was
listed; AND the fact that a 'valued customer' was about to cancel the
account completely, she would not refund the $14.00 shipping fee in
question.

When my husband called to cancel the account, the rep never asked why
we were dissatisfied with their customer service. I will say that they
accurately and speedily canceled the account because when I went back
online to try to send a letter from there, the account was already
closed.

I will be sending a letter to the PO Box and I may still
dispute paying the additional shipping fee that I am contesting. I will
await the bill and see what options are listed there.

Oh and on the Wal-Mart corporate site, they also refer to "Servant Leadership". Yeah, right...

Thanks

It
has been my experience that some large companies tend to hide behind
the word "POLICY" rather than empowering their employees to do the right thing.
Empowered employees use their good judgment in order to fix an
injustice to the customer. In this case, the customer believed that by
spending more, they could guarantee the arrival of their order in one
day. Wal-Mart's shipping policy does not give any such guarantee. The
Wal-Mart customer service reps are given certain guidelines by which to
abide when dealing with customers. The reps therefore may have the
impression of always being in the right if they follow these
guidelines. If that is the case, all I can add is that Wal-Mart should
add to their "Three Basic Beliefs" a fourth that says, "Whether the
customer is right or wrong, they are always the customer!"

DJC

05:32 pm | 0 recommendations | Be the first to comment

Thank you Herb!

Every business magazine and business student knows something about
Southwest Airlines (SWA). My favorite business leader, Herb Kelleher,
who was so significant in making SWA the admired company it is today
has retired as Chairman of the Board. I have held off talking about
this wonderful company because I was certain that I would only be
redundant. I choose to add my two-cents today because airline customers
are recently being charged extra by other airlines for things like, baggage of all things! Why are airlines like American
resorting to these tactics? Just look at the price signs on the local
gasoline stations. The same rising costs have created a crisis at
airliner fuel stations. Most airlines have not prepared for these huge
rises in jet fuel and are now making their customers pay the price for
their inept management. Why hasn't SWA followed suit?

Under Mr.
Kelleher's direction, SWA began storing fuel as far back as their
beginning years to meet just such a fuel crunch as being experienced
today. What began as a small Texas airline, Southwest has grown to
become one of the largest airlines in the U.S. Today, Southwest
Airlines flies over 104 million passengers a year to 64 cities all
across the country, and they do it more than 3,400 times a day. What
makes SWA unique?

More than 36 years ago, Rollin King and Herb
Kelleher got together and decided to start a different kind of airline.
They began with one simple notion: If
you get your passengers to their destinations when they want to get
there, on time, at the lowest possible fares, and make darn sure they
have a good time doing it, people will fly your airline. And you know what? They were right.

For those of you who are not all that familiar with the SWA roots, here is a short synopsis:

Founded
in 1971, Southwest Airlines began to establish a consistent pattern of
deviating from convention. In 1978 the airline industry was deregulated
and 120 plus airlines have gone bankrupt since. Why, in this difficult
environment, has SWA continued to grow and thrive? Notably, SWA is the
only airline to continuously show a profit every year since 1973. How
has SWA managed to increase its traffic by as much as 139%? Here are
some facts that might help to understand how SWA has achieved this
incredible record:

* The company consistently leads the industry
in low fares and dominates the short haul market with an average of 60%
market share.
* The company serves over 2400 customers per employee
annually - making SWA employees by far the most productive workforce in
the airline industry.
* Employee turnover averages 6.4% - again one of the best records in the industry.
* SWA is consistently ranked in the top 100 of the best U.S. companies to work for.
* They have never been forced to lay off employees regardless of external market factors such as recession or high fuel prices.
*They have the best record for baggage handling in the industry.
* They have the best on-time performance record.
* Fewest customer complaints.
* Youngest fleet of airplanes, and the best safety record!

If
the above does not convince you that SWA is doing something unique,
consider they can turn around an airplane at the gate in 15 minutes.
Thats a full 10 minutes faster than their nearest competitor. This
allows them to operate with 35 fewer aircraft.

The SWA culture
is as unique as its business strategy. The differences begin in the
hiring process - they believe in "hiring for attitude and training for
skills". You must have a sense of humor to work at SWA, and they insist
on having "fun" at work. More importantly, all employees are told to be
themselves and treat other employees as "best friends" (Great internal
customer service!). Finally, employees are told to establish their own
standard of professionalism. They are encouraged to think
entrepreneurially and act quickly even if it means disregarding the
company bureaucracy. Southwest empowers their employees and expects
positive results by eliminating inflexible rules.

Although Herb
Kelleher has retired, the high standards and positive attitude he
instilled while Chairman and father-figure to all SWA employees carries
on. Many airlines have tried to copy Southwest’s business model, and
the culture of Southwest is admired and emulated by corporations and
organizations in all walks of life. Always the innovator, Southwest
pioneered Senior Fares, a same-day air freight delivery service, and
Ticketless Travel. Southwest led the way with the first airline web
page:southwest.com; DING! the first-ever direct link to customer’s computer desktops that delivers live updates on the hottest deals.

Let me leave you with this quote from the SWA Website:

As
you can see, we've been busy these past 36+ years. And we promise that
the future will be just as fun-filled and exciting as the last. We've
accomplished quite a bit, and along the way we've earned a title no
other airline in the industry can claim: the leading low-fare,
high-frequency, point-to-point carrier in America. We are proud of our
accomplishments, and it just goes to show that time really does fly
when you're having fun!

Thanks Herb. I will
remain a loyal Southwest Airlines customer because of the great
customer service example you and your company pioneered.

DJC

03:01 pm | 0 recommendations | Be the first to comment

Moments of Truth

Products alone can no longer sustain a company as a market leader, nor
can products alone be depended upon to build a small business.
Companies across all industries must treat customer service
as their primary product - one that can be constantly improved.
Providing quality service does not simply provide a competitive edge;
it is the Critical Element. Some experts like to call them Moments of Truth . A high quality service encounter raises expectations for all future encounters.

Jan
Carlzon, former President of Sacandinavian Airline System (SAS) called
"Moments of Truth" - opportunities. He says, "A Moment of Truth is an
episode in which the customer comes into contact with any aspect of the
company, however remote, and thereby has an opportunity to form an
impression." Each customer contact is a unique, unrepeatable
opportunity for a company to differentiate itself from the competition.
Every decision should be made with the customer in mind and viewed as
another opportunity to make a favorable impression. Unfortunately,
failure to satisfy a customer on any Moment of Truth will quickly
destroy the customer's memory of good service. On the other hand,
getting it right can erase all the wrongs that the customer previously
experienced.

The two crucial components of the critical element include: results and process. To focus and manage our customer's Moment of Truth, we can use a simple five-step process:

1.
Identify and prioritize each customer episode or contact. This means
thinking about every time you come in contact with an internal (I will
talk more on this subject in my next posting) or external customer
either in person, by phone or email, or through your company process or
system. You should then determine which of these customer contacts
would have the most impact on customer satisfaction.

2. Develop
alternative customer responses. Think of some alternative ways you
could improve your response in each of these customer contact
opportunities.

3. Decide which responses will delight
your customer. Choose the response that will most likely pleasantly
surprise your customer and thereby not just meet, but exceeds their
expectations. "Delight" Moments of Truth provide unexpected,
thoughtful, delightful experiences for the customer. Knowing your
customers likes and dislikes makes this easier.

4. Create a
service standard to ensure basic customer satisfaction. When a response
delights your customer, think about writing it down and using it for
all of your customers. That's when it becomes a standard. Be careful,
after a customer has become accustomed to this "delightful" Moment of
Truth, they may begin to expect the experience and this becomes a
"basic" Moment of Truth. Exceeding expectations requires a continual
desire to improve. You will need to remain creative to continue to
delight the customer.

5. Measure customer satisfaction on each
Moment of Truth. Find a way to continually check to see if it's time to
improve or change your standard response. Strive to provide
breakthrough quality service on specific Moments of Truth by using the
personal thoughts and creativity of everyone in your organization.

Reflect
on what the competition does to set their customer service bar high.
Ask your customers what they expect. Ask your teammates what works for
them. If you work to merely satisfy your customers and fall short, you
will have an angry or dissatisfied customer. Working to delight
customers means going beyond meeting basic expectations.

Good luck.

DJC

02:47 pm | 0 recommendations | Be the first to comment

Customer Service Vigilantes

A swell of distrust toward corporate America, exacerbated by
off-shoring of U.S. jobs - followed by lay-offs of thousands of
employees, incredibly high executive salaries and higher than ever
profits by certain industries. In the annals of customer service, we
may be experiencing more consumer vigilantism than ever before.
Frustrated by the usual Asian-accented call center customer service
rep, customers are sending "email bombs" to corporate executives or
going straight to the top after uncovering direct numbers to executive
teams not easily found by mere mortals. For some people, the experience
of bad customer service cuts so deeply that it transforms them from
merely upset customers into an activist no longer just looking for a
refund, but out for revenge.

In 2006, one such customer of the
company - Cingular (now AT&T) believed that his computer speakers
were ruined after a technical glitch. Frustrated at the company's lack
of response to his complaints, he created a video as a grad-school
project. In his video, he created an animated angry bandit in the shape
of Cingular's orange trademark, complete with an AT&T
blue-and-white pirate's bandanna and an eye patch shaped like Apple's
logo. His video, "Feeling Cingular" has been viewed nearly 40,000 times
on YouTube.

Behind such extreme tactics is a growing disconnect
between company promises and customer perceptions of what they both
think was expected from the initial product or service transaction.
Technology is aiding the uprising, empowering consumers to blanket the
Internet with negative comments about well-known products or companies.
And lately, evaporating home equity, job insecurity, and rising prices
are more apt to make the average consumer snap by submitting YouTube
videos like the Cingular one mentioned that shout "YOUR COMPANY SUCKS!"
to a cyber-savvy audience, with extraordinary impact.

Corporations
have responded with what is called "executive customer service". These
"Valhallas of customer service" as Ben Popken, editor of The Consumerist,
had called them, are powerful support reps who may sit at corporate
headquarters. Customer complaints that come to executives threatening
legal or P.R. action are handled by these specialists. These highly
empowered customer service experts are kept under wraps so the average
consumer would find it extremely difficult to contact them, or even
know they exist. But they do exist at companies like Washington Mutual,
Circuit City and US Airways according to Business Week Magazine.

One
high-profile customer got everything he demanded and more after finally
monopolizing the ear of an executive customer service person at US
Airways. He told Business Week
that "The customer service person agreed when I said, you guys as a
company, regardless of who you are, exist because of me and my fellow
paying passengers." I think this is what I have been saying to
corporate execs since the day I created this blog. The customer is not
always right, (unlike the motto of some businesses) however, they are always the customer!

DJC

05:33 pm | 0 recommendations | 2 comments

A Different Tipping Point

I have often wondered what the correct amount is to tip someone providing service. I also wonder how the custom of tipping ever came about in the first place. After years of adding a tip to the bottom of a restaurant bill of 7%, one day, about 20 years ago, it became 10%. Ten years later it was 15%. Who comes up with these amounts? Is it still 15% or has it changed again without my knowledge? Am I going to be embarrassed next time I pay for dinner at my favorite eating establishment?

There is a Website dedicated to tipping called appropriately;The Original Tipping Page. They have a tipping chart that breaks down amounts to tip between 15 and 20 per cent(Damn! Just when I had the 15% tip down)! The site also offers a "Tipping Guide" that breaks down tips for different places such as the Barber, the Golf Club, Hotel, Supermaket (are we suppose to tip at the Supermarket too!?) and at Restaurants.

The writer of The Original Tipping Page says this about restaurant tipping: "My opinion is: tip your waiter / waitress. But this is not to say that it should be ever considered 'required'. Recently, most wait staff have lost sight of the fact that a tip is a gratuity and NOT a must. It is also a fact that in a lot of places, wait staff are underpaid (usually less than minimum wage) and must share tips with busboys, aides, etc." Most of us know to be a fact that tips are expected regardless of the quality of the service provided. I often struggle with this. My wife Duchess and I were at a new Mexican restaurant last week. The very friendly waiter (I think he may have also been the owner) took our order and brought our drinks and chips and salsa immediately. Duchess and I got lost in conversation and half and hour later realized that our food had not arrived despite the fact that we were only one of four tables in the restaurant.

The waiter came to us a few times and said, "Your order will be out shortly. May I refill your drink?" That satisfied us until about the one hour mark when we were about to give up, our plates arrived at the table with an apology - "We had a mix-up in the kitchen tonight. I am sorry for the delay." The food was very good, but the taste of the long delay lingered. When the bill arrived I immediately started to figure a 15% tip and suddenly stopped and asked myself, "Why am I tipping?"

Have you ever really stopped to think about this strange custom? Not just the how much part, but why we do all this in the first place. For example, the restaurant could just charge more for the food and pass it along in the staff's paychecks. Banks pay tellers that way - why not restaurants?

In an article from CNN Money entitled, "The logic of tipping" Annelena Lobb wrote,
"It may seem odd, but tipping some people and not others really does make sense. Some service employees offer a highly personalized service -- and tipping is an efficient way of rewarding them. In a restaurant, for example, what constitutes good service is really a matter of the customer's opinion. "

Since tipping began in sixteenth century England, the reasons for tipping have changed over the years, but conforming to social norms and avoiding embarrassment were generally the main reasons. Tipping seems to improve service quality; the extent of the improvement varies across occupations. Author David Templeton says, "The etiquette of modern tipping, if there is one, has become so vague and indistinct on this service-hungry cusp of the 21st century that consumers are routinely confused about what is expected, and why. There are even voices mumbling that the whole tipping system amounts to little more than the publicly subsidized stinginess of employers, and should be abolished. Consumers of yesteryear left no more than 10 percent on fountain counters. A decade ago, it was rare for tips to be brazenly solicited for counter service, but in today's coffeehouses and juice joints, with their 'tip jars,' it has become de rigueur."

An etiquette consultant, Michele Maussion Wilson, believes otherwise. She thinks, "Tipping is part of your pleasure. It makes you feel good," she says. "And you must never simply leave the money on the table and walk away. You don't wave the money about. You discreetly leave it beneath the bill. Then you gain their eye contact, and you say, 'Thank you for your kind attention this evening.' It's so easy to do and it means so much."

Recent studies reveal that the amount of a tip often reflects factors other than the tipper's generosity or the server's ability. According to a Cornell University report, servers who introduce themselves by name receive an average tip 53 percent greater than the tip for those who do not; servers who squat next to the table while talking with customers--thereby improving eye contact--up their tips from 15 percent to 18 percent; those who write "Thank you" on the back of the check receive about an 18 percent tip, the same amount female servers get by drawing a happy face, whereas males who do so decrease their tips by 3 percent; the use of tip trays bearing credit card logos increases tips by up to 25 percent, even when customers pay cash; tips soar by 140 percent for servers who simply smile; and those who casually touch customers (e.g., once on the shoulder, twice on the palm of the hand when giving change) add to their tips by 42 percent, women customers being a bit more generous than men.

Which brings me back to my original dilemma; do I leave a tip if the food was great but I waited an hour for it? "IF YOU TIP less than 15 percent, it's assumed that you felt the service was well below expectations," says David Bynum, assistant director of Food Services at Santa Rosa's Flamingo Hotel, who adds that he's seen a slight shift upward from 15 percent. The thing about tipping is, we may expect it, but it's not obligatory," he says. "It's a gift you make to someone who deserves it."

I left 15%. What can I say? I liked the guy. And so it goes.

DJC

02:05 am | 0 recommendations | 2 comments

The Gift of Starbucks

There are few companies that I can honestly say walk their talk. I believe one of those also happens to be one of my favorite places to visit: Starbucks Coffee. Not every Barista Partner at every Starbucks location is as friendly as I would like them to be, but as for service, if not perfect, they are at least very good. As for their "talk", here is a paragraph that is posted on the Starbucks 2007 Annual Report:

"The bottom line
- We always figured that putting people before products just made good common sense. So far, it’s been working out for us. Our relationships with farmers yield the highest quality coffees. The connections we make in communities create a loyal following. And the support we provide our
baristas pays off everyday." I would agree.

I admit it, I love Starbucks. Their product, their service, the ambiance of their stores (I get an immediate lift just walking in the door and receiving a hit in the face from that heavenly aroma - every time!) and the green apron-clad smiling faces behind the counter. There have been many
instances at many Starbucks stores that my wife (another Starbucks lover - the biggest in the world perhaps) or I have experienced special treatment that surprises the most optimistic of expectations. I have had to wait an extra few minutes for the coffee to brew, and with an apology from the person behind the counter, have been handed a free cup of fresh coffee. This has happened at least three times to me.

My wife, Duchess, and I were in a Starbucks in Los Angeles shortly after visiting her dying mother. After handing us our drinks the barista asked my wife how she was doing (not knowing her or her mother). Duchess said, "Oh, I've been better. My mom isn't doing so well." The barista came out to our table with a plate of "special coffee cake" and politely said, "Eating something good always makes me feel better. I'm sorry about your mother." We were both moved to tears by his compassionate generosity.

They are not always perfect. I was in a Starbucks in a north San Diego county town I do not often visit a few weeks ago. I ordered my usual (a Grande Vanilla Latte) and headed down the road savoring the smell for just a few minutes in my car before I slowly sipped my first sip. To my dismay, something was wrong. Either the milk had soured or the vanilla was rancid.

I called Information on my cell phone and asked for the number of the store. They connected me to a delightful sounding barista whose name I have since forgotten. I explained what had happened and she said, "Oh my! Please come back immediately." I told her I was already too far away
and I only wanted to tell her so this would not happen to the next customer who may order a similar drink. She said, "We pride ourselves on getting your drink right. Please come back any time and we will make it up to you." I said, it was unlikely it would be soon, but I would remember.

I happened to be near that same Starbucks store just the other day and remembered the cheerful promise. But, why would they believe me? I didn't even remember the person's name to whom I had
spoken to those many weeks ago. I walked in and told the lady behind the counter my story, and she was making a Vente (larger than a Grande) Vanilla Latte before I even finished my story. She apologized for my inconvenience and handed me my free drink with a smile. Okay, maybe they are perfect.

Those, and many other, pure customer service acts are the kinds of things that endear people to a company and/or product. As long as we live, Duchess and I will patronize Starbucks for those acts of "...putting people first" What can I say, give me a cupof Sumatra, a warmed scone and a smiling barista in a green apron and I'm happy. Ahh, life's small gifts.

DJC

04:54 pm | 0 recommendations | Be the first to comment

Impersonal Personnel

A reader emailed this unique customer service issue to my attention:

The
reader's first complaint was, after spending innumerable hours writing,
editing, and tweaking their resume (I am referring to the paper or
electronic file that describes your life's history in the work world.)
and the prospective company's Website, they are asked to submit their
resume, and a cover letter, AND fill out an application! The
application usually asks for the exact same information described in
the resume!! (I have also experienced similar frustrations when
applying for college teaching positions. If anyone has ever applied for
a position at a institution of higher learning, then you know how
tedious it can be. I have spent up to two hours online applying for a
college job. I have been told that similar lengthy applications
occasionally are required for jobs in the corporate world).

If
you have applied for a job recently, you may have noticed that
application procedures have changed in the last few years. Gone are the
days that we perused the classified ads for the ideal position with a
recognized or at least recognizable organization. In years past, we may
have even dropped into the personnel office to inquire as to any job
openings. Today, job seekers look through one of several hundred
Websites (i.e. Careerbuilder, Monster Jobs, Hot Jobs, to name just a
few), and jump through dozens of hoops in order to submit an
application. And what makes things worse, in the past you competed with
local applicants, now hundreds of others may be applying for the same
position from across the globe.

Now, here is where the customer
service angle comes in: my reader's second complaint is, in more cases
then not, they may NEVER receive a response from the organization to
which they have submitted their life story. Job seekers sometimes spend
hours massaging their letters to the Human Resources (HR) Director, and
meticulously editing their resume to show how their vast experience
matches the specific (and sometimes seemingly endless) list of job
requirements. Then the candidate waits for a response, sometimes for
months, and receives only silence.

In
this day of computers, MS Word, instant messaging, high tech Web
devices, and company rooms full of computer geeks, it would seem to
this observer that it would be easy to create a form letter (a personal
letter would be even better) that automatically goes out to the job
applicant informing them that their resume has been received. Also, a
letter should be sent to those unfortunate applicants who applied for
the position, but were not considered. This may not seem like customer
service in the purest sense, not internal customer service, nor
external customer service, but think about it; doesn't this seemingly
lack of caring about job candidates taint the organization's image?
After such an experience the applicant may be left with a feeling of
disillusionment believing that either the job posting was either a sham
or they would not work for a company that treats potential employees
with such disrespect. They may think,"I am glad that company never
called. They must treat their employees in the same impersonal manner".

Before leaving the corporate world, it began to become obvious
to me that HR had less responsibility than they did in the days of the
Personnel Manager. Most of what was once required of HR (employee
insurance coordination, hiring, attendance, employee disputes, and
payroll) has been automated or outsourced to the point where the HR
department is slowly disappearing from the corporate landscape. Now, I
have had wonderful relationships with several HR managers in my life,
and maybe I lack knowledge regarding the demands placed upon today's HR
departments, but it would seem that the HR director or generalist would
welcome the chance to help the corporation's image through the hiring
process.

By replying promptly to those who wish to become part
of their company, HR could say much more than just the words in
messages they write to candidates. Corporate leaders, as well as HR
personnel should always be aware of how the outside world observes
them. After all, applicants may be potential customers.

Let me know your thoughts on the subject. Thanks.

D.J.C.

02:17 am | 0 recommendations | Be the first to comment

An IKEA idea

According to one writer in a Detroit newspaper, "Good customer service by companies is a matter of providing a better customer experience and connecting to their customers on a human level."(Seidman, 2007)

I
recently had the opportunity to attend a business workshop with my
fiancee at (all places) an IKEA store. You know, the place with
household and furniture products with strange Scandinavian names that
Americans cannot pronounce nor seem to live without. Well, the group
attending the workshop was shown the way into the employee conference
room where the workshop presented by SCORE - Counselors to America's Small Business was taking place (By
the way, if you are a small business person and haven't taken advantage
of the free workshops and business counselors at SCORE, I highly
recommend them!). Before the workshop began, my fiancee and I were
looking around the room. We noticed a mission statement of sorts on the
wall. It was written by IKEA's founder, a man named Ingvar. It was
entitled, "Ingvar's 9 Points". Here they are:

1. The product range and identity
2. The IKEA Spirit - strong and living reality
3. Profit gives us resources
4. Reaching good results with small means
5. Simplicity is a virtue
6. Doing it a different way (It was written upside down)
7. Concentration - important to our success
8. Taking responsibility - a privilege
9. Most things still remain to be done - A glorious future!

I
thought they were worth jotting down. They give great insight into the
IKEA business philosophy and how business is done at a very successful
organization. Then, I looked around the room again and saw another
list. It was entitled: "4 Goals of an IKEA Store". They give even
greater insight to why customer service is so good at these stores;

1. To act as a highly efficient, and staffed sales mechanism
2. To show home furnishings solutions full of home furnishing ideas
3. To serve as a well qualified home furnishing specialist
4. To provide a day out for the whole family

In
both lists (not really meant for public viewing) it is possible to
derive a connection between a better customer experience through good,
interesting products, and connecting to the customers on a human level.
In this fast changing, shrinking world, the company that consistently
adheres to a pledge of customer service and human connection will
succeed. A unique product simply is not enough anymore. A customer
wants to feel appreciated, not so much in "we appreciate you business";
this statement seems quite empty when not followed up by relevant
action. We want to feel the service is sincere.

As a
customer service expert, I am constantly amazed at how companies choose
to entice customers with rewards and sales, but take them for granted
once they are captive, either in the store or on a contract. Because
while being a fantastic company is more than half the battle, the best
thing a company can do to retain a customer is to give customers a
reason to trust them. Business should follow the IKEA philosophy to out-behave the competition in not only product, but by action - adhering to an ethos of excellent customer service and the human connection.

DJC

02:28 am | 0 recommendations | 3 comments

Good Customer Service is Good Insurance

I received an email from a reader asking for some customer service advice. Here is

their question and my answer. Any comments? Thanks.

 

The other night about 10pm, and I went online to get an e-quote
on some health insurance. I filled out the basic form request and
reluctantly, filled in my phone number. I did select the check-box that
stated to call in the mornings. Within two minutes, I received an
e-mail with some companies that would give me specific quotes. And then
the phone rang. It was 10:10 p.m and a sales agent was calling in
response to my request. I was appalled that someone would be calling my
home at that hour to try to sell me something. I understand the nature
of sales but this seemed very out of line. He seemed a bit put out that
I declined wanting to discuss my insurance needs at this late hour.

For
me, part of the appeal with doing business on the internet is the
convenience of doing things on my clock and not having to deal with
sales people. I would rather read the info on my own and then generate
my own business call.

Any advice?
thanks

 

My Answer:

 

Dear Anonymous,

All I can say is, UNACCEPTABLE! I assume
you were sincere in your attempt to find the right insurance package.
But, any company that would call at that time of night is not someone
to give your business. This is a desperate sales agent, not a
professional.

Insurance people should be taught to be
counselors not salespeople. When we ask for advise on insurance, it is
usually a very personal issue. You have every right to be appalled.

Unfortunately,
the convenience of doing business on the Internet sometimes is off-set
by dealing with unprofessional individuals and companies. I believe
that for something as personal as insurance, calling the well-known
reputable names in insurance is worth any extra premium you pay.

Thanks for the comment.

D.C.

02:17 am | 0 recommendations | Be the first to comment

Don't Ignore Customer Complaints

Would you rather have 100 satisfied customers or 100 loyal
customers? Would you rather have 100 customers who were pleased with
your adequate but not memorable service or would you rather have 100
customers who enjoyed your assistance so much that they will contact
you to purchase products over and over again?

Stanford Research
Institute and Harvard University have determined that business success
is 85% people skills and only 15% technical knowledge. This seems to
suggest that most customers’ needs cannot be satisfied by technical
brilliance alone. Communications skills, a customer service mentality,
and knowledge of business strategies and issues must be part of our
development as customer service professionals.

For example, how do we handle an irate customer with a legitimate problem? Let me present -

The Customer Complaint – 5 Step Recovery Process

1. Listen – That means Active Listening:

Active
listening is listening with a purpose. You can gain information, obtain
directions, understand others, solve problems, share interests, show
support, or see how another person feels.

2. Restate the problem – Paraphrase:

Remember
that what someone says and what we hear can be amazingly different! Our
personal filters, assumptions, judgments, and beliefs can distort what
we hear. Repeat back or summarize to ensure that you understand.
Restate what you think you heard and ask, “Have I understood you
correctly?” If not, ask them to clarify for your understanding.

3. Apologize – Sincerely!

Remember
that forgiveness only happens when someone regains your trust. An
apology is not complete if it does not reflect all four of these:

· Regret,

· Understanding of the problem,

· Acceptance of responsibility, and

· A willingness to do better

Insincere apologies:

·
Beware of the “iffy” apology : “I’m sorry if I cause any
inconvenience.” which means, “Your pain is still hypothetical to me,
not something I’m convinced of. If there is no “if” about it, say so!

·
The “But” Apology: Any apology of the form “I’m sorry, but ____.” i.e.
“I’m sorry, but you have to understand…” Nothing before the “but” can
safely be taken literally.

· How about this one, “Sorry bout’ that!”

4.
Fix the problem! - Don’t put it off another day if at all possible.
Here is where your technical expertise will most likely pay off.

5. Follow-up – Was the problem fixed to the customer’s
satisfaction? Call, e-mail or show up at the customer’s desk or office.
Follow-up with your customers and ask them how they liked your service
or if they have any questions regarding your product or service. This
is a great way to not only provide good customer service, but to also
obtain feedback about your product and service. You are also creating
the all important “LOYAL” customer.

DJC