TUESDAY APRIL 26, 2011
9:45AM
WALGREENS
CORNER OF AMBASSADOR CAFFERY & CONGRESS
LAFAYETTE, LA
Where are they always running a special on breath mints??? That would be at the corner convenience store!
The closest store to me when the thought of battling my breath popped into my head was the Walgreens at the corner of Ambassador Caffery & Congress Street. Some of you offenders recognize this corner as the speed trap & red light trap of death. Has it caught you yet?
Nevertheless, I made my way into the store. As soon as the automatic doors parted and I took my first step into the store I was immediately greeting with a "Good Morning!" by two female employees at the front door. The direct eye contact and smiles both of them passed my way told me that they really wanted my morning to be more than good.
Sometimes when retail employees say "Good Morning" they mean "I'm just doing my job. I'm not really concerned how you are finding this particular morning. It could be great. It could stink. It could be evening for all I know. I just don't care". All from two words! Maybe they mean good mourning and are being respectfully somber?
And sometimes when retail employees say "Good Morning", they don't just wish your morning is good. They wish your morning is FREAKING FANTASTIC!!!
These two employees made me feel the latter.
I picked up the breath mints. On sale, of course.
I proceeded to the check-out counter. On my way, after learning that Catherine Zeta-Jones is suffering from bipolar disorder (People) and being oddly intrigued by the William & Kate dedicated display, I cheerfully heard, "Found everything you need, baby?" I acknowledged that I had. And as she passed my mints over the scanner, she turned what, in most circumstances, would be an in-and-out transaction into a conversation between real people.
"Oooh, I like these mints. Did you know that they really help a sore throat? I had one a few weeks ago and I tried these and they really made my throat feel better."
I smiled and told her I was not aware of the mints' additional benefits.
"And I like these too. Oooh, wintergreen is my favorite too!"
Eunice gave me her testimony. She spun what I expected to be a robotic transaction (I expected to hear just "$3.06") into a personal account of how this purchase might help me in a way I probably didn't realize. All in a friendly manner.
That is excellent service!
What makes service excellent is the relationship. When you are forming a relationship with someone, you share something about yourself. Walls come down and personal sides are revealed. Precious time is spent with each other.
Now I may never see Eunice again. We probably won't go fishing together. Our families probably won't get together for Thanksgiving or other holidays. We probably won't have anything more of a relationship than buyer/seller. But I thoroughly enjoyed the minute-long relationship we had.
And now the Walgreens at the corner of Ambassador Caffery & Congress tells me this through Eunice's testimony: "We like you, we appreciate you and we are looking out for you!"
All because Eunice smiled, appreciated me and offered a small bit of herself.
Take notes, everyone--don't be afraid to share yourself with your customers!
Wednesday, April 27, 2011
Wednesday, April 13, 2011
Say My Name, Say My Name
TUESDAY APRIL 12TH
7:45 AM
THE GREAT HARVEST BREAD COMPANY
LAFAYETTE, LA
WHAT'S IN A NAME?
It's as if the Great Harvest Bread Company in Lafayette took the theme song to "Cheers" and made it the bakery's mantra.
"Hey, (my name)!" That was not just shouted with joy by the lady near the front counter. It was the "fabulous baker boys" in the back. It was the worker that poked his head out of the office. These people are genuinely happy you are here. And it's not even 8:00 am yet!
What's in a name? I'll tell you what's in a name--you! It's who you are, who you were, and who you've become. You would not be you without it!
And when someone in a retail environment uses your name, they are differentiating you from all the other customers that walk in. And by doing that, they say, "You're unique. There's something special about you. I notice that you're special and I value you."
And that's exactly how I felt. I felt valued. And it wasn't just the name; it was the enthusiasm in the "Hey, (my name)!" that knocked my socks off and continues to knock my socks off every time.
We've all been to the retail store with the Pavlovian bell on the front door. It chimes or rings, and like trained dogs, the entire staff, on cue, utters "Hi, welcome to ___________." Next time you walk into this science experiment, notice the direction the employees are facing when they're greeting you--they're probably not even looking at you. In fact, most of the time, they don't even stop what they are doing. It's almost comical. They spout out a phrase that is designed to be warm and friendly. However the motion has become so routine that it is anything but warm and friendly. It's more like cold and clammy. My wife tells me all the time: "Don't tell me you love me; show me you love me!" Actions speak louder than words!
And here's another action I noticed that spoke to how much customers are valued at The Great Harvest. A patron walked up to the counter and the bandanna-clad baker, full of enthusiasm, came around to her side of the counter to help her order.
What?!?!? Customers mixing with employees?!?!? How can this be?
It reminds me of a topic that Jerry Seinfeld addressed in one of his routines. He talked about how pharmacists always worked behind a glass and up on higher platforms. He said the mentality of pharmacists was that they couldn't be down on the floor with regular people because they had a much more important job of putting pills from a big bottle into a little bottle (I'm butchering it; I apologize.)
The point was that too many times employees think that there should be some barrier between themselves and the customer. It becomes a transaction, not a relationship. By bringing himself on the customer,s side of the counter, the bandanna-clad baker said, "I'm just like you. We're the same. Let me help you and see the world from your point of view. After all, this is a relationship." And it was evident by the look on the customer's face that she was in a retail relationship, not part of a transaction. There was no intimidation. There was no discomfort. It was as if two friends were shopping together. And instantly--she was valued!
There's no secret to how the staff at The Great Harvest got my name--they asked for it! They made it a point when I first came in. And they make it a point when anyone comes in. Why? Because they have made the connection--valuing the customer makes the customer value you. And for you P&L statement junkies, it means they're going to spend more money at your place!
And this concept of valuing the customers at The Great Harvest is as consistent as the delicious baked goods they produce. On any day, at any time, you're going to get a positive, upbeat bread specialist who will sell you baked bread and make you feel like you're doing her a favor. Gratitude. Appreciation. Warmth. You get it all every time! Kudos to the owners for hiring the right people and getting their buy in!
So all of you Managers/Owners/Coaches, do yourself a favor! Go to The Great Harvest Bread Company, order a tasty muffin, get a cup of coffee and go sit at one of their tables. Watch. Listen. This is what service should look like.
It looks like they are harvesting more that just bread at The Great Harvest Bread Company!
7:45 AM
THE GREAT HARVEST BREAD COMPANY
LAFAYETTE, LA
WHAT'S IN A NAME?
It's as if the Great Harvest Bread Company in Lafayette took the theme song to "Cheers" and made it the bakery's mantra.
"Hey, (my name)!" That was not just shouted with joy by the lady near the front counter. It was the "fabulous baker boys" in the back. It was the worker that poked his head out of the office. These people are genuinely happy you are here. And it's not even 8:00 am yet!
What's in a name? I'll tell you what's in a name--you! It's who you are, who you were, and who you've become. You would not be you without it!
And when someone in a retail environment uses your name, they are differentiating you from all the other customers that walk in. And by doing that, they say, "You're unique. There's something special about you. I notice that you're special and I value you."
And that's exactly how I felt. I felt valued. And it wasn't just the name; it was the enthusiasm in the "Hey, (my name)!" that knocked my socks off and continues to knock my socks off every time.
We've all been to the retail store with the Pavlovian bell on the front door. It chimes or rings, and like trained dogs, the entire staff, on cue, utters "Hi, welcome to ___________." Next time you walk into this science experiment, notice the direction the employees are facing when they're greeting you--they're probably not even looking at you. In fact, most of the time, they don't even stop what they are doing. It's almost comical. They spout out a phrase that is designed to be warm and friendly. However the motion has become so routine that it is anything but warm and friendly. It's more like cold and clammy. My wife tells me all the time: "Don't tell me you love me; show me you love me!" Actions speak louder than words!
And here's another action I noticed that spoke to how much customers are valued at The Great Harvest. A patron walked up to the counter and the bandanna-clad baker, full of enthusiasm, came around to her side of the counter to help her order.
What?!?!? Customers mixing with employees?!?!? How can this be?
It reminds me of a topic that Jerry Seinfeld addressed in one of his routines. He talked about how pharmacists always worked behind a glass and up on higher platforms. He said the mentality of pharmacists was that they couldn't be down on the floor with regular people because they had a much more important job of putting pills from a big bottle into a little bottle (I'm butchering it; I apologize.)
The point was that too many times employees think that there should be some barrier between themselves and the customer. It becomes a transaction, not a relationship. By bringing himself on the customer,s side of the counter, the bandanna-clad baker said, "I'm just like you. We're the same. Let me help you and see the world from your point of view. After all, this is a relationship." And it was evident by the look on the customer's face that she was in a retail relationship, not part of a transaction. There was no intimidation. There was no discomfort. It was as if two friends were shopping together. And instantly--she was valued!
There's no secret to how the staff at The Great Harvest got my name--they asked for it! They made it a point when I first came in. And they make it a point when anyone comes in. Why? Because they have made the connection--valuing the customer makes the customer value you. And for you P&L statement junkies, it means they're going to spend more money at your place!
And this concept of valuing the customers at The Great Harvest is as consistent as the delicious baked goods they produce. On any day, at any time, you're going to get a positive, upbeat bread specialist who will sell you baked bread and make you feel like you're doing her a favor. Gratitude. Appreciation. Warmth. You get it all every time! Kudos to the owners for hiring the right people and getting their buy in!
So all of you Managers/Owners/Coaches, do yourself a favor! Go to The Great Harvest Bread Company, order a tasty muffin, get a cup of coffee and go sit at one of their tables. Watch. Listen. This is what service should look like.
It looks like they are harvesting more that just bread at The Great Harvest Bread Company!
Sunday, April 10, 2011
The Cell Phone--The Cancer of Service to the Traditional Customer
SATURDAY APRIL 9TH 4PM
UN-NAMED CONVENIENCE STORE
UNIVERSITY AVE NEAR MCKINLEY ST
ACROSS FROM UL LAFAYETTE DORM
On our way to the UL Spring Football Game at Cajun Field, my son and I stopped at the unnamed convenience store across from UL's dorms on University Ave to get a drink. My son, a sucker for ICEEs, fixed himself a Coke/Wild Cherry mix, while I headed for the bottled water. There were a few patrons, purchasing various items. By the time we headed to the counter, we were the only two that remained in the store. We placed our drinks on the counter and the female clerk noticed that my son's ICEE had some spillage. She very politely informed him of the residual ICEE on the side of his cup and proceeded to get a couple of napkins to wipe it for him. I told her how appreciative I was and made sure that my son told her how grateful he was too (I am a parent after all!).
I thought, "Wow, I'm impressed! She exceeded my expectations for a convenience store clerk." As soon as that thought entered the satisfaction portion of my brain, I heard it.
It's the sound to which we are all accustomed. It comes in various forms. Traditionalists opt for the old-fashioned bell tone. Modernists prefer a more digital, robotic tone. Some settle on animal noises (one of my personal favorites). The advanced actually have music--a favorite R&B singer, a tribute to an '80s hair band, or even a line from Stevie Wonder's "I just called to say 'I love you'". Regardless of personal choice, we can all recognize the sound of a cell phone ringtone.
"There's no way she's going to answer it," I thought. "Please don't answer it...WE'RE STILL IN THE MIDDLE OF THE TRANSACTION! MY CREDIT CARD IS STILL BEING AUTH..."
"Hey! What y'all doin'?......No!......For real!...."
DEFLATED
You know that sound you hear when you slowly let air out of a balloon? And you see that once robust, strong and powerful balloon, shrivel down to a wrinkled, lifeless piece of rubber. That's what happened to my expectations.
There was no "Hey, let me call you back" or "I can't talk right now". The personal conversation kept on going. It even continued while my son struggled to get the wrapper off of his straw. She demonstrated to him how he should remove the wrapper in the most uncomfortable multi-tasking event I can remember. And she did all this without missing a word of her conversation.
My balloon was completely deflated.
We weren't thanked for our business as we exited. When we got in the car, I erupted into laughter. My son asked me what was so funny. After I finally composed myself, I asked my son, "You didn't notice anything strange about what happened in there with that lady?"
My son said, "No. I thought she was nice."
"Yeah, but you didn't notice anything else?"
"No."
"Son, she answered her cell phone and kept talking on it while she was waiting on us."
He responded dumb-founded, "So."
And it dawned on me--he has no idea that is wrong! But you know it's wrong, right? Right?
THE DEVICE DIVORCE
You've seen this before. You pull up to the drive-thru window at Burger King to pay for your order. While the credit card is running and the food is cooking, the employee/cashier is texting away. Is he sending a message to corporate to order more fries? Is he sending a mass text to invite all of his close family and friends to try the new Triple Stacker combo to increase the sales at Burger King? What is so important to him that compelled him to text while at work? Was he reporting a burglary? Maybe he was voting for the next American Idol.
This is not just at Burger King and the unnamed convenience store--it's everywhere. Employees all over are using their devices while on the clock. If you walk into a retail establishment and an employee has his head down, he's probably not praying, admiring the carpet or checking to see if his shoes are untied. He's on his device!
With the exception of retail cellular phone employees, you should never be on your personal cell phone at work.
When you're an employee, on the clock, and you are on your personal cell phone, this is what you are saying to me: "This call is important to me. You are not. You'll get over it if I am not doing my best at my job because you are going to buy something from me anyway! You loser!"
The "loser" part may be conjecture, but you get my point.
Now, this is what I'm feeling: "Wow. I'd like to take your device, smash it into a million pieces and then make you clean it up. After you take my order!"
Most of the time the device-at-work users give bad service from top to bottom. They usually speak very little. They usually don't smile and rarely make eye contact. They occasionally say "thank you", but it is in such a robotic, scripted, monotoned voice that they might as well have said "piss off" (and if they are saying
"thank you", it may only be because there is a sign on their register that says "if our server fails to thank you, your next ________is free". And why? Because it's all about the device!
Like drug addicts. Like alcoholics. Like smokers. They need their fix. Their fingers long to touch an iPhone screen. Their fingers long to send abbreviated messages to the fingers of their significant others. They long to play Words With Friends. Their ears desire to press up against a dirty cell phone receiver. "Help me!" they shout. "Save me from this mundane existence of life without constant contact!"
How do we divorce ourselves from our devices? At least at work, for Pete's sake!
THE DEVICE PLAN
The worker at the unnamed convenience store is an anomaly. She insulted me by answering her phone while, I, the customer, was still trying to purchase goods from her. But she kind and helpful and did something I would never have expected from a convenience store cashier when she offered to wipe my son's cup. She did something really good and then something really bad.
So to me it begs the question: Can an employee that is nice, friendly, courteous, and helpful, AND answers a personal phone call while waiting on you, still give you good customer service?
This may shock you when I say this but....It looks like it's possible. And I am as traditional as they come!
LIVING WITH CANCER
Here's my take on cell phones--I think they are one of the greatest inventions. They have made our existence much more convenient. I can get in touch with someone in so many ways. I can call them from anywhere. I can text them. I can email them. Everyone has become more conveniently accessible to me.
Here's my other take on cell phones--I think they are a cancer in the work place. They are too distracting. With so many cool features, they give us so much accessibility and entertainment. But while we're paying attention to lights, bells and whistles, the cancer is slowly eating away at our attention span, our prioritizing, and our duty to our employers and customers. With everything a cell phone can do, how can anyone possibly give work 100% of their attention?
So if the phone doesn't go away, will the customer ever go away?
We can't go away. We're consumers, and that's what we do--we consume.
As evident by our cell phone usage, we like convenience. And if shopping at a place is more convenient, even if it means that we know we will get horrible service from someone who can't put his cell phone down while waiting on us, we'll do it. Because we have a tendency to justify it: "Sure, he texted what only could have been the Preamble to the Constitution while I waited forever for my groceries to be bagged, but at least he told me to 'have a nice day.'"
Maybe this is where society is going. Maybe it's possible for an employee to attend to his own personal needs, while at the same time, attending to the needs of his customer, as long as he is friendly. We're all encouraged to multi-task in the work place. Could this be a revolution in multi-tasking? Can we live with "cancer"?
Then let's redefine customer service. Let's make it a "win-win" situation.
The employee wins when she gets to talk on her cell phone whenever she wants.
The customer wins when...........well, when..........when, um.............
Are you starting to hear crickets? Maybe it's someone's cell phone ring tone. Hey, are you being waited on at a convenience store right now?
Yeah, I'm starting to wonder how the customer wins too.
UN-NAMED CONVENIENCE STORE
UNIVERSITY AVE NEAR MCKINLEY ST
ACROSS FROM UL LAFAYETTE DORM
On our way to the UL Spring Football Game at Cajun Field, my son and I stopped at the unnamed convenience store across from UL's dorms on University Ave to get a drink. My son, a sucker for ICEEs, fixed himself a Coke/Wild Cherry mix, while I headed for the bottled water. There were a few patrons, purchasing various items. By the time we headed to the counter, we were the only two that remained in the store. We placed our drinks on the counter and the female clerk noticed that my son's ICEE had some spillage. She very politely informed him of the residual ICEE on the side of his cup and proceeded to get a couple of napkins to wipe it for him. I told her how appreciative I was and made sure that my son told her how grateful he was too (I am a parent after all!).
I thought, "Wow, I'm impressed! She exceeded my expectations for a convenience store clerk." As soon as that thought entered the satisfaction portion of my brain, I heard it.
It's the sound to which we are all accustomed. It comes in various forms. Traditionalists opt for the old-fashioned bell tone. Modernists prefer a more digital, robotic tone. Some settle on animal noises (one of my personal favorites). The advanced actually have music--a favorite R&B singer, a tribute to an '80s hair band, or even a line from Stevie Wonder's "I just called to say 'I love you'". Regardless of personal choice, we can all recognize the sound of a cell phone ringtone.
"There's no way she's going to answer it," I thought. "Please don't answer it...WE'RE STILL IN THE MIDDLE OF THE TRANSACTION! MY CREDIT CARD IS STILL BEING AUTH..."
"Hey! What y'all doin'?......No!......For real!...."
DEFLATED
You know that sound you hear when you slowly let air out of a balloon? And you see that once robust, strong and powerful balloon, shrivel down to a wrinkled, lifeless piece of rubber. That's what happened to my expectations.
There was no "Hey, let me call you back" or "I can't talk right now". The personal conversation kept on going. It even continued while my son struggled to get the wrapper off of his straw. She demonstrated to him how he should remove the wrapper in the most uncomfortable multi-tasking event I can remember. And she did all this without missing a word of her conversation.
My balloon was completely deflated.
We weren't thanked for our business as we exited. When we got in the car, I erupted into laughter. My son asked me what was so funny. After I finally composed myself, I asked my son, "You didn't notice anything strange about what happened in there with that lady?"
My son said, "No. I thought she was nice."
"Yeah, but you didn't notice anything else?"
"No."
"Son, she answered her cell phone and kept talking on it while she was waiting on us."
He responded dumb-founded, "So."
And it dawned on me--he has no idea that is wrong! But you know it's wrong, right? Right?
THE DEVICE DIVORCE
You've seen this before. You pull up to the drive-thru window at Burger King to pay for your order. While the credit card is running and the food is cooking, the employee/cashier is texting away. Is he sending a message to corporate to order more fries? Is he sending a mass text to invite all of his close family and friends to try the new Triple Stacker combo to increase the sales at Burger King? What is so important to him that compelled him to text while at work? Was he reporting a burglary? Maybe he was voting for the next American Idol.
This is not just at Burger King and the unnamed convenience store--it's everywhere. Employees all over are using their devices while on the clock. If you walk into a retail establishment and an employee has his head down, he's probably not praying, admiring the carpet or checking to see if his shoes are untied. He's on his device!
With the exception of retail cellular phone employees, you should never be on your personal cell phone at work.
When you're an employee, on the clock, and you are on your personal cell phone, this is what you are saying to me: "This call is important to me. You are not. You'll get over it if I am not doing my best at my job because you are going to buy something from me anyway! You loser!"
The "loser" part may be conjecture, but you get my point.
Now, this is what I'm feeling: "Wow. I'd like to take your device, smash it into a million pieces and then make you clean it up. After you take my order!"
Most of the time the device-at-work users give bad service from top to bottom. They usually speak very little. They usually don't smile and rarely make eye contact. They occasionally say "thank you", but it is in such a robotic, scripted, monotoned voice that they might as well have said "piss off" (and if they are saying
"thank you", it may only be because there is a sign on their register that says "if our server fails to thank you, your next ________is free". And why? Because it's all about the device!
Like drug addicts. Like alcoholics. Like smokers. They need their fix. Their fingers long to touch an iPhone screen. Their fingers long to send abbreviated messages to the fingers of their significant others. They long to play Words With Friends. Their ears desire to press up against a dirty cell phone receiver. "Help me!" they shout. "Save me from this mundane existence of life without constant contact!"
How do we divorce ourselves from our devices? At least at work, for Pete's sake!
THE DEVICE PLAN
The worker at the unnamed convenience store is an anomaly. She insulted me by answering her phone while, I, the customer, was still trying to purchase goods from her. But she kind and helpful and did something I would never have expected from a convenience store cashier when she offered to wipe my son's cup. She did something really good and then something really bad.
So to me it begs the question: Can an employee that is nice, friendly, courteous, and helpful, AND answers a personal phone call while waiting on you, still give you good customer service?
This may shock you when I say this but....It looks like it's possible. And I am as traditional as they come!
LIVING WITH CANCER
Here's my take on cell phones--I think they are one of the greatest inventions. They have made our existence much more convenient. I can get in touch with someone in so many ways. I can call them from anywhere. I can text them. I can email them. Everyone has become more conveniently accessible to me.
Here's my other take on cell phones--I think they are a cancer in the work place. They are too distracting. With so many cool features, they give us so much accessibility and entertainment. But while we're paying attention to lights, bells and whistles, the cancer is slowly eating away at our attention span, our prioritizing, and our duty to our employers and customers. With everything a cell phone can do, how can anyone possibly give work 100% of their attention?
So if the phone doesn't go away, will the customer ever go away?
We can't go away. We're consumers, and that's what we do--we consume.
As evident by our cell phone usage, we like convenience. And if shopping at a place is more convenient, even if it means that we know we will get horrible service from someone who can't put his cell phone down while waiting on us, we'll do it. Because we have a tendency to justify it: "Sure, he texted what only could have been the Preamble to the Constitution while I waited forever for my groceries to be bagged, but at least he told me to 'have a nice day.'"
Maybe this is where society is going. Maybe it's possible for an employee to attend to his own personal needs, while at the same time, attending to the needs of his customer, as long as he is friendly. We're all encouraged to multi-task in the work place. Could this be a revolution in multi-tasking? Can we live with "cancer"?
Then let's redefine customer service. Let's make it a "win-win" situation.
The employee wins when she gets to talk on her cell phone whenever she wants.
The customer wins when...........well, when..........when, um.............
Are you starting to hear crickets? Maybe it's someone's cell phone ring tone. Hey, are you being waited on at a convenience store right now?
Yeah, I'm starting to wonder how the customer wins too.
Desperately Seeking Service!
I'm tired of it! I know you are too!
Over two years ago my wife and I walked into a Baskin Robbins in Lafayette, hoping to enjoy some ice cream. When we walked in I noticed that we were the only two patrons. One employee was sitting at one of the tables texting away. He might have been on break; I wasn't sure. The other employee, also using her cell phone, was on what was obvious to us to be a personal phone call (I could tell it was a personal phone call because she was using loose language with a splash of vulgarity, and no service-industry employee would EVER talk to a customer like that, right?.....or so I thought--read on).
My wife and I stood there for seven minutes. Seven minutes! Seven minutes, when you're the only two people in the store, is a long time. It was seven minutes before the employee even acknowledged us. Let me clarify "acknowledged us": this meant the employee terminated her call with a sense of disappointment, grabbed her ice cream scooper and finally made eye contact with us. There was no "can I help you?" nor a "what can I serve you?" We just got a bored, lifeless stare that said to me "customer, will you please hurry up so I can get back to planning my social calendar?" And that is assuming she would even think of us as "customers".
We ordered our ice cream and paid for it. The whole time we were in Baskin Robbins, the entire eleven minutes, these were the only words our "server" uttered to us--"$4.32." Those eloquent words mumbled by a teenage girl at Baskin Robbins summed up our value. We actually felt like we were worth less than that. I'm not sure if the level of service had anything to do with it, but this particular Baskin Robbins closed its doors for good not long after our encounter. I never uttered a word to the management, but I can't imagine people were rushing in the doors to get treated like that.
GETTING SERVED
Ever had your life threatened by a retail employee?
About a year ago I went to the Hit'n'Run on Johnston Street, right near UL Lafayette's campus, to fill up my children's bike tires with air. In need of quarters I went inside to make change at the register. There were a few patrons in front of me and one just after me in line. Behind the "service" counter was a gentleman working the register and a female employee, standing right next to him, on a personal phone call (what do you know?). Again, you can always tell the personal phone calls because of the vulgarity (I heard "suck" and "sh@#" flying with some regularity).
As my turn approached, the gentleman service worker closed the register. A millisecond after the register was closed I asked, "Can I have some quarters?" as I held up my two one-dollar bills. The gentleman apparently did not have the authority to open the register, so he tried to get the attention of the female employee, who had the power to open the register. I can only assume she was the shift supervisor. But she was still on her personal phone call. He called her name several times, and finally after she abruptly put her hand over the phone's speaker, asked "what's the problem?" The gentleman said, "He needs some quarters. Can you open the register?" She very rudely said, "Tough! He's gonna have to buy something!" Of course this was loud enough for everyone in the convenience store to hear, and she used the ever-popular tactic of talking to me through another employee.
And she went right back to the call.
Most of the times I'm pretty tolerant of company policies. I know there is very little that front-line employees can do about them, however far-fetched they may be. I respect them, if they are explained to me in a reasonable and respectable manner.
However, with a head shake of disbelief, not because of the policy, but because of the devalued way I was treated, I stepped to the side and allowed the next person in line to pay for her items. I assumed that once the register was open he could make change for me. The gentleman looked up to see my face of bewilderment. Then he made a crucial mistake--he got involved and he started a fight. He incited the pinnacle of this service nightmare by saying to the female employee, "Ooooh, look how he mad at you, like he's gonna hit you or something!" And then I heard the most belittling, insulting and threatening words I've ever heard from a "service" employee. She promptly paused her call and shouted, "Who? Him? I'd f$#k that boy up!"
You could have heard a pin drop.
There is no way that just happened! The service culture of the Hit 'n'Run, that is designed to value my business, literally threatened to "f$#k" me up.
How did this happen??? I know what you're thinking you would do in that situation. And yes, I did call later to ask to speak to a manager or the owner. I'm convinced that the employee who answered the phone was the same female employee who threatened me, although I never asked for her name. Here is how the conversation went:
Hit 'n'Run employee: "Hello?"
Me: "Yes, can I speak to your manager?"
Hit 'n'Run employee: "He ain't here."
Me: "When will he be in?
Hit 'n'Run employee: "In a few hours."
Me: "Do you have a number for the owner?"
Hit 'n'Run employee: "You're gonna have to call back later."
Click. She hung up on me.
I know what you think I did next. Yes, I did call another Hit'n'Run store and I was politely given the name of the owners and their main office phone number. Yes, I did call for them and left messages on their machines. Yes, I did not get a return phone call. Yes, I did call the next day. And the next day. And the next day. Yes, I finally left a message indicating that I had a servicing incident at one of their locations and that I needed to discuss it with them. Yes, one of the owners finally called me the next day. Yes, he apologized. Yes, he assured me that he would deal with the situation. And yes, he assured me that it would (you know what's coming next...) "NEVER happen again!"
IS IT JUST ME?
As I absorbed that experience and a handful of other retail nightmares I had been exposed to over the next few months, I came to a conclusion. And I came to this conclusion after thinking about my own experiences as a retail employee. Here's what I concluded--every front-line employee in a retail setting has "issues". They all do. They all bring their experiences, their life struggles, their "drama", their vernaculars, their habits, their virtues and their vices, and it's all dumped into one melting pot that becomes a company's service identity, or culture. However, whether or not drama affects you is 100% up to the manager and owner! There is no way around it--the manager/owner's ability to hold their service team members accountable will ultimately determine the culture, success and profitability of a company. You can have policies in place: "no cell phones at work", "no personal phone calls", "always greet the customer", etc. You can have all of these policies and you can state that these policies are the minimum standards for employee behaviors. You can even threaten to fire employees if they fail to follow them. But if you don't follow through, it's just talk. And no one respects talk.
I'm pretty sure that the manager/owner of Baskin Robbins didn't tell his employees: "Now when customers walk in, be sure that you ignore them. In fact, call someone on your cell phone and have a long conversation with them, just to avoid talking to them. When you finally have to get off the phone, don't speak to them; make the customer talk first. All the customer wants to hear is the amount they owe you. Don't ever lower yourself to thank them; after all, we're doing them a favor. And don't bother to offer them an additional scoop for more money; we don't want to sell ALL of our ice cream! And remember, if you're on a break and you see your clocked-in, fellow employee, desperately trying to avoid waiting on the customer, keep texting away; avoid waiting on them at all costs! Now go take some money out of the register and put it in your pockets!"
That's probably not what he tells employees in their new-hire training. But by not inspecting his employees behaviors and holding them accountable, he might as well have said that. Because the front-line employee is in it for themselves. They will follow the path of least resistance to barely keep their job and still get to do everything they want to do. Nothing personal; you just don't mean anything to them.
But I don't have to know that I don't mean anything to you. Come on, fool me! It's not that hard. Make me believe that my business is important to you!
Managers and owners, this is your fault! And I'm saying this as someone who has years upon years of retail management experience. It's my fault too. If my front line employee gave you bad service, it's on me! I should have never let it get to that point. I didn't hold up my end of the bargain.
AT YOUR SERVICE
So to help us all be accountable for our service, I am here to help. I hear so many times that it's impossible to know what my employees are doing at all times. Well, this is how I'm going to help you--I'm going to let you know! I'm going to write about my service experience at your business. I'm not going to evaluate your products or your costs; I just going to let you know the behaviors of your employees. Not fair, you say? That's just my opinion, you say? I'm a snitch? I'm a spy? Well, guess what? My opinion is the one that counts! And every customer's opinion--they count too! My perception is your reality.
Chew on that for a minute: MY PERCEPTION IS YOUR REALITY.
My perception of your level of service determines whether or not I will do business with you--which becomes YOUR REALITY. Dig it?
SERVICE--THE SALT OF THE EARTH
I had this idea about a year ago to write a column in the newspaper or blog about this topic, but I never pulled the trigger. I was tempted a few times, but the demands of my family and job kept it nothing more than an idea. Here's the straw that broke the camel's back...
Last Sunday, my sister-in-law and I headed into the town of Eunice in search of some rock salt and ice to make the family some good ol' fashioned homemade ice cream. We stopped at the Dollar General on Hwy 190 (the one right across from Ray's Bakery, if you're keeping track). We walked inside and saw the line at the counter was a little deep, so we decided to search for it ourselves. The cashier was very friendly; she made small talk with the customers. I remember a significant smile on her face.
We scoured a half a dozen aisles or so, until we saw a DG employee sitting on the floor as she was stocking the lower shelves of an aisle. My sister-in-law asked her if she had any rock salt? The employee looked up at her...eventually...and (I'm not making this up) proceeded to take her earphones out (the ones plugged into her iPhone that was playing her favorite "stocking music") and nod at us as if she acknowledged us. Without a word being uttered from her mouth, she made a face that said we were absolute fools to ever think a Dollar General would sell rock salt. Before we turned to walk out, she already had one earphone back in and the other one was on its way back. She must have thought "I can't believe some people! Now, what song was I on?" We eventually found some rock salt and ice at the Winn Dixie in Eunice. I wasn't wow-ed by the service, but at least I wasn't insulted.
I'm OK with mediocre service. Let me rephrase that--I can TOLERATE mediocre service. But employee apathy and failing to acknowledge the customer's role in a job just bothers me. And most people have trouble supporting a business when it bothers them.
I know that I can't be the only one that feels this way. Please tell me you feel this way too!
So in an effort to make the world, hopefully, a more respectable place to do commerce, I'm going to write about my service experiences, good or bad, here for you. I won't use employee names unless they tell me their names. I will try my best not to get personal. I will try to keep exaggerations to an absolute minimum. I can't say I won't be colorful, because after all, this has got to be something you would want to read, right? But above all, I will try to paint a picture of how I honestly felt at a particular retail establishment.
So, here I am, Acadiana! At your service!
Over two years ago my wife and I walked into a Baskin Robbins in Lafayette, hoping to enjoy some ice cream. When we walked in I noticed that we were the only two patrons. One employee was sitting at one of the tables texting away. He might have been on break; I wasn't sure. The other employee, also using her cell phone, was on what was obvious to us to be a personal phone call (I could tell it was a personal phone call because she was using loose language with a splash of vulgarity, and no service-industry employee would EVER talk to a customer like that, right?.....or so I thought--read on).
My wife and I stood there for seven minutes. Seven minutes! Seven minutes, when you're the only two people in the store, is a long time. It was seven minutes before the employee even acknowledged us. Let me clarify "acknowledged us": this meant the employee terminated her call with a sense of disappointment, grabbed her ice cream scooper and finally made eye contact with us. There was no "can I help you?" nor a "what can I serve you?" We just got a bored, lifeless stare that said to me "customer, will you please hurry up so I can get back to planning my social calendar?" And that is assuming she would even think of us as "customers".
We ordered our ice cream and paid for it. The whole time we were in Baskin Robbins, the entire eleven minutes, these were the only words our "server" uttered to us--"$4.32." Those eloquent words mumbled by a teenage girl at Baskin Robbins summed up our value. We actually felt like we were worth less than that. I'm not sure if the level of service had anything to do with it, but this particular Baskin Robbins closed its doors for good not long after our encounter. I never uttered a word to the management, but I can't imagine people were rushing in the doors to get treated like that.
GETTING SERVED
Ever had your life threatened by a retail employee?
About a year ago I went to the Hit'n'Run on Johnston Street, right near UL Lafayette's campus, to fill up my children's bike tires with air. In need of quarters I went inside to make change at the register. There were a few patrons in front of me and one just after me in line. Behind the "service" counter was a gentleman working the register and a female employee, standing right next to him, on a personal phone call (what do you know?). Again, you can always tell the personal phone calls because of the vulgarity (I heard "suck" and "sh@#" flying with some regularity).
As my turn approached, the gentleman service worker closed the register. A millisecond after the register was closed I asked, "Can I have some quarters?" as I held up my two one-dollar bills. The gentleman apparently did not have the authority to open the register, so he tried to get the attention of the female employee, who had the power to open the register. I can only assume she was the shift supervisor. But she was still on her personal phone call. He called her name several times, and finally after she abruptly put her hand over the phone's speaker, asked "what's the problem?" The gentleman said, "He needs some quarters. Can you open the register?" She very rudely said, "Tough! He's gonna have to buy something!" Of course this was loud enough for everyone in the convenience store to hear, and she used the ever-popular tactic of talking to me through another employee.
And she went right back to the call.
Most of the times I'm pretty tolerant of company policies. I know there is very little that front-line employees can do about them, however far-fetched they may be. I respect them, if they are explained to me in a reasonable and respectable manner.
However, with a head shake of disbelief, not because of the policy, but because of the devalued way I was treated, I stepped to the side and allowed the next person in line to pay for her items. I assumed that once the register was open he could make change for me. The gentleman looked up to see my face of bewilderment. Then he made a crucial mistake--he got involved and he started a fight. He incited the pinnacle of this service nightmare by saying to the female employee, "Ooooh, look how he mad at you, like he's gonna hit you or something!" And then I heard the most belittling, insulting and threatening words I've ever heard from a "service" employee. She promptly paused her call and shouted, "Who? Him? I'd f$#k that boy up!"
You could have heard a pin drop.
There is no way that just happened! The service culture of the Hit 'n'Run, that is designed to value my business, literally threatened to "f$#k" me up.
How did this happen??? I know what you're thinking you would do in that situation. And yes, I did call later to ask to speak to a manager or the owner. I'm convinced that the employee who answered the phone was the same female employee who threatened me, although I never asked for her name. Here is how the conversation went:
Hit 'n'Run employee: "Hello?"
Me: "Yes, can I speak to your manager?"
Hit 'n'Run employee: "He ain't here."
Me: "When will he be in?
Hit 'n'Run employee: "In a few hours."
Me: "Do you have a number for the owner?"
Hit 'n'Run employee: "You're gonna have to call back later."
Click. She hung up on me.
I know what you think I did next. Yes, I did call another Hit'n'Run store and I was politely given the name of the owners and their main office phone number. Yes, I did call for them and left messages on their machines. Yes, I did not get a return phone call. Yes, I did call the next day. And the next day. And the next day. Yes, I finally left a message indicating that I had a servicing incident at one of their locations and that I needed to discuss it with them. Yes, one of the owners finally called me the next day. Yes, he apologized. Yes, he assured me that he would deal with the situation. And yes, he assured me that it would (you know what's coming next...) "NEVER happen again!"
IS IT JUST ME?
As I absorbed that experience and a handful of other retail nightmares I had been exposed to over the next few months, I came to a conclusion. And I came to this conclusion after thinking about my own experiences as a retail employee. Here's what I concluded--every front-line employee in a retail setting has "issues". They all do. They all bring their experiences, their life struggles, their "drama", their vernaculars, their habits, their virtues and their vices, and it's all dumped into one melting pot that becomes a company's service identity, or culture. However, whether or not drama affects you is 100% up to the manager and owner! There is no way around it--the manager/owner's ability to hold their service team members accountable will ultimately determine the culture, success and profitability of a company. You can have policies in place: "no cell phones at work", "no personal phone calls", "always greet the customer", etc. You can have all of these policies and you can state that these policies are the minimum standards for employee behaviors. You can even threaten to fire employees if they fail to follow them. But if you don't follow through, it's just talk. And no one respects talk.
I'm pretty sure that the manager/owner of Baskin Robbins didn't tell his employees: "Now when customers walk in, be sure that you ignore them. In fact, call someone on your cell phone and have a long conversation with them, just to avoid talking to them. When you finally have to get off the phone, don't speak to them; make the customer talk first. All the customer wants to hear is the amount they owe you. Don't ever lower yourself to thank them; after all, we're doing them a favor. And don't bother to offer them an additional scoop for more money; we don't want to sell ALL of our ice cream! And remember, if you're on a break and you see your clocked-in, fellow employee, desperately trying to avoid waiting on the customer, keep texting away; avoid waiting on them at all costs! Now go take some money out of the register and put it in your pockets!"
That's probably not what he tells employees in their new-hire training. But by not inspecting his employees behaviors and holding them accountable, he might as well have said that. Because the front-line employee is in it for themselves. They will follow the path of least resistance to barely keep their job and still get to do everything they want to do. Nothing personal; you just don't mean anything to them.
But I don't have to know that I don't mean anything to you. Come on, fool me! It's not that hard. Make me believe that my business is important to you!
Managers and owners, this is your fault! And I'm saying this as someone who has years upon years of retail management experience. It's my fault too. If my front line employee gave you bad service, it's on me! I should have never let it get to that point. I didn't hold up my end of the bargain.
AT YOUR SERVICE
So to help us all be accountable for our service, I am here to help. I hear so many times that it's impossible to know what my employees are doing at all times. Well, this is how I'm going to help you--I'm going to let you know! I'm going to write about my service experience at your business. I'm not going to evaluate your products or your costs; I just going to let you know the behaviors of your employees. Not fair, you say? That's just my opinion, you say? I'm a snitch? I'm a spy? Well, guess what? My opinion is the one that counts! And every customer's opinion--they count too! My perception is your reality.
Chew on that for a minute: MY PERCEPTION IS YOUR REALITY.
My perception of your level of service determines whether or not I will do business with you--which becomes YOUR REALITY. Dig it?
SERVICE--THE SALT OF THE EARTH
I had this idea about a year ago to write a column in the newspaper or blog about this topic, but I never pulled the trigger. I was tempted a few times, but the demands of my family and job kept it nothing more than an idea. Here's the straw that broke the camel's back...
Last Sunday, my sister-in-law and I headed into the town of Eunice in search of some rock salt and ice to make the family some good ol' fashioned homemade ice cream. We stopped at the Dollar General on Hwy 190 (the one right across from Ray's Bakery, if you're keeping track). We walked inside and saw the line at the counter was a little deep, so we decided to search for it ourselves. The cashier was very friendly; she made small talk with the customers. I remember a significant smile on her face.
We scoured a half a dozen aisles or so, until we saw a DG employee sitting on the floor as she was stocking the lower shelves of an aisle. My sister-in-law asked her if she had any rock salt? The employee looked up at her...eventually...and (I'm not making this up) proceeded to take her earphones out (the ones plugged into her iPhone that was playing her favorite "stocking music") and nod at us as if she acknowledged us. Without a word being uttered from her mouth, she made a face that said we were absolute fools to ever think a Dollar General would sell rock salt. Before we turned to walk out, she already had one earphone back in and the other one was on its way back. She must have thought "I can't believe some people! Now, what song was I on?" We eventually found some rock salt and ice at the Winn Dixie in Eunice. I wasn't wow-ed by the service, but at least I wasn't insulted.
I'm OK with mediocre service. Let me rephrase that--I can TOLERATE mediocre service. But employee apathy and failing to acknowledge the customer's role in a job just bothers me. And most people have trouble supporting a business when it bothers them.
I know that I can't be the only one that feels this way. Please tell me you feel this way too!
So in an effort to make the world, hopefully, a more respectable place to do commerce, I'm going to write about my service experiences, good or bad, here for you. I won't use employee names unless they tell me their names. I will try my best not to get personal. I will try to keep exaggerations to an absolute minimum. I can't say I won't be colorful, because after all, this has got to be something you would want to read, right? But above all, I will try to paint a picture of how I honestly felt at a particular retail establishment.
So, here I am, Acadiana! At your service!
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