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 by Marcia Hall
No Comments »

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 by Marcia Hall
No Comments »

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!   

Tags: Customer Service by Marcia Hall
No Comments »

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 by Marcia Hall
No Comments »

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 by Marcia Hall
No Comments »

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.

Tags: Customer Service by Marcia Hall
No Comments »

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 by Marcia Hall
No Comments »

Yesterday I went to a grocery store to pick up some tea.  This was a different store than I normally frequent, but the layout appeared to be the same.  I walked to the aisle where I believed the tea would be located only to discover it was not there.

 After going back and forth between aisles to see if I had missed it, I found a store employee to ask.  I said I couldn’t find the tea and I’m sure frustration was apparent in my voice.

He told me the tea was in aisle 2 at the other end of the store.  Then he said, “Do you want me to show you where it is?”

In his tone, I heard a hint of an “attitude.”  Just for a second he reacted to my frustration by losing his cool.  Had he sincerely wanted to help, I would have been grateful and happy to return to this store.

Tone really does matter.

Tags: Attitude, Customer Service by Marcia Hall
No Comments »

This past weekend, I stopped in Panera Bread to pick up a loaf of rye bread.  While one employee sliced the loaf, I was asked by another if I had been rung up.  A third person then helped me check out.  I returned to the first employee who inquired if I would like an extra plastic bag in case I needed to freeze some of the bread.  This, he said, would cut down on freezer burn.

All of the employees genuinely smiled, were very nice, and seemed to enjoy being there.  It was a memorable shopping experience because the employees did simple, yet very important, things to please a customer.

Tags: Customer Service by Marcia Hall
No Comments »

Yesterday I stopped in a drug store to pick up some paper towels on sale.   I didn’t see the particular package I was looking for so went up front to ask the store clerk.  He said he would check in the back, and as he was walking, his manager approached him.  The clerk asked her where they were.

The manager walked to the aisle and pointed, saying the paper towels were on the shelf.  I walked down the aisle and did not see them.  The manager said in an irritated tone, “There they are.”  She did not come to help me, but I finally found them.

Thinking about this later, I realized that I had felt stupid for not finding them.  I left the store feeling I had received terrible service.

What could have made this an exceptional customer service experience instead?  The manager could have shown me exactly where the paper towels were and said something like, “I’m happy to help you.  It is hard to find those paper towels sometimes.”

Her tone could have been pleasant and friendly.  She could have shown empathy when it was clear I was having trouble finding the towels.

It is true that simple acts such as smiling, being kind and helpful can make all the difference.

Tags: Customer Service by Marcia Hall
No Comments »