Reputation COUNTS

I love to receive great customer service.  Who doesn’t?

Last week I went into Quest Diagnostics in Crofton, Maryland, and was enthusiastically greeted with, “Good morning, my name is Teresa.  How are you today?”

As I was leaving, she said, “You have a beautiful day.”

Then I went to Safeway down the street.  The cashier genuinely smiled and said with sincerity, “Thanks for shopping here.”

Both women had an upbeat, positive attitude, which made me feel good.  What they both understood was that this type of attitude is a simple way to please customers.

Tags: Attitude, Customer Service // Add Comment »

One of the best pieces of advice I’ve heard came from an HR director at a major corporation.  He talked about how to dress at work, particularly when you are a new employee.  He said,

“You dress up to start with, look around and see what others are wearing, and conform if you are dressing differently.  It’s not written down.  You just get it.  Your reputation is at stake.”

Not everything is written down in a dress code.   Sometimes there won’t be guidance about what not to do.  To make the best impression, it’s important to dress appropriately for your particular work environment.  Look around, but also ask if you are unsure.  Your reputation is at stake.

Tags: Professionalism, reputation // Add Comment »

I often talk to workforce development professionals and hear advice about how to succeed on the job.  Some of the best tips are short and to the point.

Here are five of my favorites:

1.        Show up on time.

2.        Work hard.

3.        Do what your employer asks you to do.

4.        Ask questions.

5.        Come with the right attitude. 

Following these tips will build trust in you and your capabilities.  They are a good place to start and it is wise to practice them every day.

Tags: Soft skills // Add Comment »

At the grocery store this past Saturday, I went to a check out lane with its light on.  The cashier wasn’t standing there, so I waited a few minutes before going to the customer service center to ask if the lane was open.  I heard,

“Oh, I guess she left her light on again.”

Upon further inquiry, this employee told me the lane was not open.  This person said nothing else to me, and in the meantime, all the lanes now had longer lines.

What could this employee have said to make it an exceptional customer service moment?

Perhaps, “I’m so sorry for the inconvenience.  Let me get someone to help you right away.”

There seemed to be no realization that my waiting at the lane with no one to help me was not good customer service.  Granted, this was a small thing, but small things often make a big difference.

Tags: Customer Service, Respect // Add Comment »

As they get ready to graduate from high school or college, students ask me what employers will expect in the workplace.

The first thing I say is that they are ahead of many people simply because they are thinking about how to be successful on the job.  I then tell them it is employability or job readiness skills that help a person thrive.

Based on years of talking to employers, I recommend:

·        Bring a positive attitude to everything you do and be friendly.  There can never be a “down” day.  Even if you’re not feeling upbeat, it’s important to be positive on the job.  Demonstrating enthusiasm will set you apart. 

·        Make sure you are always on time and better yet, be early.  Be responsible for everything you do.  If you make a mistake, admit it immediately and say how you’ll fix it.  Employers respect people who do that.

·        Dress appropriately.  Look around and see what other people are wearing in the office as a guide.

·        Use correct grammar.  Employers want to know you can communicate well verbally and in writing.

·        Pay close attention to any instructions you receive and ask questions when you don’t understand.

·        Be polite and courteous.  Employers watch to see how you relate to other people and if you would be good with customers or clients.

·        Don’t complain.  If you are given “grunt” work, say, “Sure, I’d be glad to do that.”  It shows you are willing to do what needs to be done to support the business.

·        Be open to learning and say thank you for the help/guidance you receive. 

What would you recommend?

Tags: job readiness // Add Comment »

Today I stopped in the post office to mail a book and had an opportunity to observe two employees helping customers.

As I stood in line, I noticed that one clerk was serious and abrupt, and didn’t smile.  The trainee next to her was happy to say hello and offer assistance even as she was overwhelmed at times with all the procedures she had to learn.

Which employee did I want to help me?  I found myself hoping it wouldn’t be the clerk who never smiled.   I didn’t have a good impression of her based on that alone.

Facial expressions are so important!   

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Last week I went to a health food store to pick up a product.  When I entered the store, I noticed everyone in the back listening to a guest speaker.

I found the product quickly and went to the check out line.  There was no one there so I looked around for someone to help me.  An employee was opening large boxes nearby so I asked if he could check me out.

He shook his head and said he stocked the shelves.  I then asked if he could find someone to help me.  This employee again shook his head, shrugged his shoulders, and said nothing else.

Not knowing the right person to ask, I stated that I needed him to find a cashier so I could pay for the item.  He reluctantly went to the back and soon the cashier came up front.

The person stocking the shelves was doing his specific job duties, but only what was “in his job description.”  He didn’t realize that helping customers is everyone’s responsibility, whether it is to find the appropriate person or to directly assist them.  That may not be included in his job description, but it was common sense to help me.  And that is how companies stay in business.

Tags: Customer Service // Add Comment »

I go to Panera Bread regularly to pick up their rye bread, which my husband loves.  Each visit I am struck by how friendly their employees are.

Last Saturday I was getting the bread when I noticed that the person helping me had written “I love Duke” on his name badge.  My younger son and daughter-in-law are graduates of the University of Maryland and one of their biggest rivalries in basketball is Duke.

I said, “You’re a Duke fan?”

He said, with a laugh, “Yes, I’ve always been one.”

His manager then said, “And I have to live with that every day.  He didn’t even go there.”

We traded more good-natured digs back and forth and I left the store with a smile on my face.   It was fun, not just a transaction.  That’s what I really like about Panera Bread.

Tags: Customer Service // Add Comment »

One afternoon I went to a department store to pick up a new purse.  I wore jeans and a sweatshirt.  As I walked up and down the aisles, I was having difficulty finding a handbag I liked. 

The sales clerk in this section stood at the counter and didn’t say anything to me.  She noticed me but did not offer to help.  Meanwhile, the clerk asked the few other customers if they needed assistance.

Finally I found a purse and went to the counter to buy it as well as a gift card.  Immediately, this clerk became attentive.  After the purchase, she handed me the sales receipt and said,

“Go to this website and tell them about the outstanding service I provided you today.” 

She circled her name on the receipt.  As I walked out, I knew I had no intention of going to the website because her service was not outstanding at all.

In fact, she avoided making any contact with me while smiling and talking to other customers, perhaps assuming I was not there to buy anything.  When it became apparent I would buy merchandise, she became suddenly attentive. 

Simply ringing up a purchase is not exceptional.  Very importantly, this clerk needs to know that customer service is not outstanding just because she says it is.

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Two weeks ago I stopped in a grocery store to get some deli, and I’m still amazed by what happened. 

There was no one at the counter but me.  One employee stood in the back arranging some items, occasionally looking up.  I was in her sight.

Another employee pushing a cart walked into the deli area, past me, and past this woman.  They talked briefly and then he came out with another cart.  He did not acknowledge me.

After standing there for about five minutes, I walked behind the counter and into the back room, asking if there was anyone who could help me.  The woman said, “Oh, I didn’t see you there.” 

At that moment, the other employee came back and the woman said, “You need to tell me when customers are at the counter.”

He responded with annoyance, “I did.”

This unfortunate customer service experience could have been avoided if both employees understood that customers like to be acknowledged, want to be served, and don’t want to hear employee disputes.

These employees needed to keep their eyes open and simply practice good customer service.

Tags: Customer Service // Add Comment »