Stop Apologizing And Just Make It Right

I’m not sure exactly when this started or when it became acceptible, but it seems to have recently reached new heights. What am I talking about? The Quick Forgive-Me Apology.
Apparently it’s all the rage. I know professional athletes use it whenever they’re arrested or have their integrity compromised.
It goes like this, as soon as you’re caught doing something wrong, immediately apologize for the infraction, look saddened by your mistake and say that you’ll do better next time.
At this point, the accusing party is supposed to say, “Oh, that’s okay, everyone makes a mistake from time to time. You’re forgiven.”
Businesses seem to have caught on to this trend. In the last week I’ve seen this technique used at least twice as managers dismissed their customers with this trite technique.
I watched as a customer approached a manager in a restaurant with a complaint, only to receive a Quick Forgive-Me apology and a “pat on the head” as they were told, “we’re doing our best.” I’m not saying we shouldn’t be forgiving, I’m just saying we all (businesses included) need to be accountable. As a consumer, don’t ask for more than you deserve, but don’t accept the brush off with a Quick Forgive-Me Apology.
If you like the business that has made the mistake, hold them accountable and help them improve. If you don’t like them… Well, accept their apology and find a business that delivers more than just lip service.

Hard To Find, But Nice When You Do

A little Christmas shopping and dinner out with my wife last night.

Pretty much what you’d expect at this time of year – parking spaces were hard to find, crowds packed the walkways and there were long waits at restaurants.  But, remarkably, the service we experienced throughout the evening was exceptional.

Like you, I get tired of experiencing and writing about bad service, so I’m glad to have this story of a Christmas miracle to share with you.

Our evening started at the mall.  In and out of store after store looking for that perfect gift without knowing exactly what we were looking for.  At one of our last stops, my wife was browsing through stacks of sweaters when an associate came over and asked if she could help.  My wife explained who we were shopping for and provided a few additional details.

Almost immediately the associate took a sincere interest in helping my wife find just the right item.  She even recruited her co-workers to help.  They were all making suggestions and leading my wife around the store to highlight the items that they thought would be appropriate.  The search finally paid off and our experience ended with the perfect gift, smiles and the cashier taking a few extra minutes to package up my wife’s purchases so they were ready to be delivered.

We decided to end our successful evening of shopping with dinner at a nearby restaurant.  The restaurant was packed but our waiter had energy, enthusiasm and the attitude of ownership.  Like the associates at the retail store, he wasn’t just doing his job.  He was actively engaged and enjoying his work.

An evening that started with apprehension about heading out into the pushing and shoving of Christmas crowds turned into a great evening that really demonstrated what the holiday season is all about – caring.

It’s not always easy to find service-providers who care about what they do – but it sure is nice when you do!

Merry Christmas and Happy Holidays and remember the greatest gift you can give to family, friends… or customers is to let them know that you sincerely care.

www.FoundationsofService.com

Customer Service with a $3 Disposal Fee

Oil Changes.  You know the routine – get one every 3,000 miles or your car will fall apart (at least that’s what they say).  Lots of places offer them so I assume it’s a pretty competitive market.

In my area, prices vary based on range of services offered and how quickly they service your vehicle.  Prices typically range from $16.99 up to $35 when you get all the bells and whistles.

There’s one company though that really rubs me the wrong way.  In order to stay on the low-end of the price scale they offer oil changes for ONLY $19.99 mumble, mumble mumble…with a $3 disposal fee, mumble, mumble.  That’s how they say it – with a little hidden voice, like I won’t notice it.  That just ticks me off.  If your oil changes are $22.99 – fine.  Just tell me that’s what they cost.  As I always say, exceptional customer service isn’t about saying, “please” and “thank you.”  It’s about everything you do, including your marketing.  While I wouldn’t necessarily call this deceptive advertising, it certainly isn’t customer centric.

If you want me to trust you, to do business with you – be honest with me.  Until then, I’ll continue to get my oil changes were they don’t mumble their price to me in a disclaimer.

Why Does Customer Service Go Bad?

Why does customer service go bad?  Scott’s brief video explores some common management misconceptions about what it takes to deliver exceptional service.  http://bit.ly/whyservicegoesbad

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The new Social Media world! http://ow.ly/2XjXU

Tourism and the Customer Service Experience

Before visitors arrive at your tourist destination, their decisions are often based on flashy marketing material, websites and possibly a few advertisements in travel magazines.  But what about after they get there?  What happens then?

Your visitors’ perspective changes from expectations to experiences.  Once your visitors check into their hotel or bed and breakfast, it’s time for your entire community to deliver on all of the promises made in your marketing materials.  Your visitors are no longer anticipating a great time – they are expecting it!  They’re ready for all of those great memories, amazing meals and “kodak moments.”  Does the beautiful brochure highlighting all of the incredible attractions, restaurants and landmarks seem less attractive when they meet the surly waitress working at the restaurant or the completely disinterested desk clerk at the hotel?

Your marketing will get them there, but it’s the service experience that will keep them coming back.

The efforts of most Convention & Visitor Bureaus (CVB’s) is often limited to attracting new business to the destination by building up expectations in the minds of prospective visitors.  Pictures of sunsets and sidewalk cafés in brochures and on websites create mental images about the wonderful times that await our travelers.  But what can you, as a CVB, do to ensure that the visitors’ experience is indeed picture perfect?

Some innovative CVB’s are so dedicated to delivering a consistent service experience that they have created programs to certify their member businesses to ensure service excellence.  The certification process can include training for management as well as frontline staff, mystery shops and more.   One such program is the Service Excellence Experience (S.E.E.) program based in Ottawa County, Ohio.  This innovative program is an endeavor of the Ottawa County area Chambers and Visitor Bureaus.  Ottawa County is a highly traveled area in Northwest Ohio is nestled up on the Lake Erie shore and welcomes millions of guests annually.    The S.E.E. program puts members through a rigorous certification process in order to be declared a “S.E.E. Certified Business.”  This coveted title is designed to showcase businesses that are committed to the highest levels of service and to ensure visitors to the area that they will experience the finest their area has to offer.

Creating expectations is good.  Delivering experiences is best!  Make sure that all of the hard work that went into getting people to visit your destination is not wasted by a series of disinterested, or at worst rude employees that just don’t understand (or care) how important that one visitor is to the economy and growth of your destination.

Commit to excellence and you just may receive it.

To learn more about the S.E.E. Program you can contact Denise Ventrone at dventrone@ocic.biz .

www.FoundationsofService.com

A Medium Drink and Large Customer Service

Sometimes it seems a bit mundane to write an article about someone performing an act of exceptional customer service.  Sure, it’s great when you get to experience great service, but there are literally tens of thousands of customer service professionals that create tens of thousands of magic moments for their guests every day.   But for me, exceptional service isn’t about Nordstrom taking back a set of snow tires – as the tired story goes – or about dealing with customers that are screaming and yelling about an unfair policy.  It’s often about small, sometimes subtle gestures that really demonstrate a sense of caring.  Exceptional service starts with an attitude, not an action.

I experienced that customer service attitude today in the form of a medium sized paper cup.

I was out running a few errands, when my friends called and asked if I would be willing to pick up lunch.

I said, “sure” and they replied, “that’s good because we just faxed our order in to Chipotle.”

Ironically, I just happened to be right in front of the restaurant so I immediately pulled in to Chipotle and walked in.

When I gave the cashier my name and told her that I was there to pick up an order, she immediately apologized because the order wasn’t completed.  Somewhat shocked, I reminded her that they had literally just received the order 3 minutes before, but the cashier continued, “we’re working on it and will have it ready in just a couple of minutes.”

“Here,” she said as she handed me a cup.  “Feel free to have a seat until your food is ready and enjoy a drink on us.”  Just a drink.  I didn’t ask for anything.  I wasn’t upset – there was no reason to be.  She gave me a free drink for no particular reason… except that she cared.  By the time, I filled my cup the cashier called out my name and said, “Your order is ready.”

Well done Chipotle.  Love your food and love your service attitude!

3 Things About Finding Purpose In What You Do

In an ideal world, we would sleep for 8 hours, work for 8 hours and have 8 hours to whoop it up.  I know it doesn’t work out that way for most of us, but for the sake of argument let’s forget about those 8 hours for sleeping which leaves us with 50% of our day at work and 50% of our day at home.

Considering that you spend half of your “awake life” at work, it amazes me how many people are truly unhappy with their job or career choice.  I don’t think it has to be that way.  I find that for most people, simply understanding that what they do matters can make all the difference.  So here are 3 things about finding purpose in what you do.

1.  Understand the Purpose of your Company

Many years ago, when I started to create training programs for the amusement park that I was working with, I focused my training on how to operate cash registers, how to fill out forms and safely operate rides.  It wasn’t until I realized that the only product we really have to sell is FUN that my training programs began to focus on our true purpose – which is “fun.”

When questioned about why they are in business, most business owners and managers will reply, “to make money.”  Unless you are a professional counterfeiter – that just isn’t true.  You fill a need for your customer better than anyone else and they give you money for your product or service.  That fulfilled-need is your purpose.  Every business has a deeper purpose.  The challenge is for you to understand how you fit into that purpose.

2.  Understand YOUR value

Many employees see their value based solely on their hourly compensation.  I will not argue that your compensation is incredibly important, but your value is not determined by your paycheck.  Your value is determined by how you value your contributions.  Whether you are well compensated or donating your time, if you understand your significance, you know your value.

I can guarantee that you are worth more than you know!

3.  If you just don’t like what you do – QUIT!

Unless you are receiving paychecks like LeBron James, you aren’t making enough money to be miserable at your job.  Put in your two-week notice, bust your tail over the next two weeks and make them miss you when you’re gone.  Good economy or bad, there are jobs out there that you can be passionate about.  Be persistent and find your place.

Find passion in what you do or find a job you can be passionate about.  Either way, you’ll feel fulfilled when you discover the purpose in what you do.

The reality is, life is too short and the work day is too long to live any other way.

www.FoundationsofService.com

3 Things About Hiring The Right People

Part of creating a culture of service is bringing the right people into your organization.  It doesn’t have to be a hit-or-miss proposition.  So here are 3 things about hiring not just “good” people, but the RIGHT people.

1.  Know what you’re trying to accomplish.

My background is in the amusement park industry, our product was fun.  It was our job to entertain guests and create positive experiences and memories.  So among other characteristics, I needed people who had a positive attitude and were very outgoing.  Of course, I would have loved for them to be prompt, detail-oriented and self-motivated as well.  But to create the culture in park that I wanted, I determined that the priorities would be a positive attitude and an outgoing personality.  Your buisiness might be completely different.  Maybe being detail-oriented would be the top priority for you.  It doesen’t really matter what your priorities are, it only matters that you know what they are.  Know what you’re trying to accomplish before you ever hang up the “help wanted” sign.

2.  Know what’s important to you.

If you are the one that will be managing the new hires, make sure they not only have the attributes that coincide with the businesses goals, but your goals as well.  It amazes me how many managers hire people that may be right for the business, but are not right for their management style.  To use a sports analogy, some players like having a dominant, aggressive coach while other players resent that style and would prefer a “players’ coach” that would be more easy-going.  Build your team with players that fit your management style.

3.  Ask questions that are relevant

If you have thought about your answers for numbers 1 & 2 make sure your interview incorporates questions that can help to uncover some of that information.  (Most interviews don’t.)  For example, if you want your employees to have a sense of humor, you could ask them, “What’s the funniest thing that has ever happened to you?”  You’ll be amazed at how your interviewees answer this question.  Some struggle to think of anything funny and even seem somewhat put-off by the question, while others go on and on about every embarrassing moment in their lives.  If you’d lilke to learn more about this style of questioning, a good place start is by Googling “Behavioral interview questions” plus whatever characteristic you’re looking for like “sense of humor.”  You might have to do a little research, but it will be worth your time.

These 3 things can help improve the quality of your hires and help you build a first-class team that will work hard for you and actually look forward to coming to work.  That’d be a nice change, huh?

I have a new workshop titled, “Hiring Right, the Start of Something Good.” Check it out and let me know if I can help.

Too Much Service – Too Many Choices

In our never-ending quest to provide exceptional service to our customers, we always strive to create customized experiences.
As illustrated in the photo, a walk through a Pottery Barn store can leave many people feeling baffled and overwhelmed when confronted with the task of creating a floral arrangement. (At least one that looks good!)
While some coffee chains, like Starbucks, have built their brand around fancy lingo and endless choices, for many businesses that won’t work. In fact, it may even keep some people away. When your customers feel overwhelmed with choices they will often resist making a purchase because, “there are just so many choices. I need more time to think about it.”
In the case of Pottery Barn, they didn’t want their customers walking away from a possible sale because they felt overwhelmed with too many choices. So amidst the dozens of faux flowers all over the table was this small placard advising customers on the art of creating the perfect floral arrangement. Nice.
Sometimes creating too many choices creates too much stress. Yes, be flexible. Provide options and do your best serve the needs of your customers. But don’t overdo it at the risk of creating an intimidating shopping experience.

www.FoundationsofService.com