Imagine that you're enjoying a meal with a friend in a restaurant. Your friend is nice and charming to you. But when dealing with the server, he or she suddenly becomes quite rude and demanding. You have a front row seat for the behavior change and you find it quite unnerving.
A lot of companies are the same when when it comes to customer service. Recently I had to switch out some cable equipment with Comcast. The people I talked to on the phone were great. They were helpful and apologetic about the situation. Later when I went to an office to pick up my new cable box, I found the staff to be confused, unsympathetic, and not very helpful. The experience was duplicated at another office that I had to visit. Apparently staring blankly at a customer is part of their training.
It's too bad that Comcast can't get its customer service messaging to be more consistent. The person who handles the phone operators has done a great job. The office training is poor. Too bad customers end up getting a mixed message.
Wednesday, November 25, 2009
Tuesday, November 17, 2009
The Power of No....
Recently I was in a department store waiting to make my purchase. There was only one clerk working so I had a moment or two to watch him in action while he served the customers ahead of me.
The line seemed to be moving a bit slower than you would expect and I realized why when I listened to the clerk. He was asking everyone the following questions: Would you like to give $1 to a charity? What is your email address? And would you like to get a credit card from the store?
All of this was happening before any items would be rung up. While I'm a patient person, I decided that on this day the store was giving me too many reasons not to buy from them. I put my items back on the shelf and walked out.
I don't blame the clerk as he was likely following the script from management. Management that seemed determined to make the shopping experience as unpleasant as possible. It wasn't like people were being asked if they'd like to submit their email address so they could receive updates on products. Instead it was positioned as if it was a condition of a sale. (I never would sign up for anyone's list without understanding their privacy policy.) And you'd think after the credit crash, stores would be pushing their credit cards a bit less.
Ultimately, I felt that the store wasn't "serving" me at all. I'm a low maintenance customer but I like my shopping to include as few questions as possible. Give me a clean store, stocked shelves, and a helpful sales team and I'll be your customer for life.
The line seemed to be moving a bit slower than you would expect and I realized why when I listened to the clerk. He was asking everyone the following questions: Would you like to give $1 to a charity? What is your email address? And would you like to get a credit card from the store?
All of this was happening before any items would be rung up. While I'm a patient person, I decided that on this day the store was giving me too many reasons not to buy from them. I put my items back on the shelf and walked out.
I don't blame the clerk as he was likely following the script from management. Management that seemed determined to make the shopping experience as unpleasant as possible. It wasn't like people were being asked if they'd like to submit their email address so they could receive updates on products. Instead it was positioned as if it was a condition of a sale. (I never would sign up for anyone's list without understanding their privacy policy.) And you'd think after the credit crash, stores would be pushing their credit cards a bit less.
Ultimately, I felt that the store wasn't "serving" me at all. I'm a low maintenance customer but I like my shopping to include as few questions as possible. Give me a clean store, stocked shelves, and a helpful sales team and I'll be your customer for life.
Sunday, November 8, 2009
Judgement vs. Advice
Imagine that a friend asks you for advice. You probably give careful thought to his or her situation. This may mean giving them advice that they may not want to hear but need to follow. It's all about helping someone overcome a challenge in the best way possible.
Now think about how you give yourself advice. Do you follow the same process? For many, we follow our own unique judgement. The funny thing is that usually it has a lower standard than the advice we would give someone else. It's like telling your kids to not talk on their cell phones while driving, only you're telling them via your cell phone while driving.
This kind of thinking can hurt you. You would tell a friend to lose a few pounds yet postpone your long overdue diet. You may urge someone to chase their dreams while sitting on the couch, waiting for yours to magically materialize.
For a week, when it comes time to make a decision, base it on the advice you would give someone else. See if you're suddenly making better decisions, even if it involves some hardship.
Now think about how you give yourself advice. Do you follow the same process? For many, we follow our own unique judgement. The funny thing is that usually it has a lower standard than the advice we would give someone else. It's like telling your kids to not talk on their cell phones while driving, only you're telling them via your cell phone while driving.
This kind of thinking can hurt you. You would tell a friend to lose a few pounds yet postpone your long overdue diet. You may urge someone to chase their dreams while sitting on the couch, waiting for yours to magically materialize.
For a week, when it comes time to make a decision, base it on the advice you would give someone else. See if you're suddenly making better decisions, even if it involves some hardship.
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