Reputation COUNTS

 I’m always struck by how small actions can positively or negatively impact how a person is perceived.

For example, I stopped in a grocery store to get salmon for dinner.  At the seafood counter, I asked for one pound.  The employee helping me put two small pieces of fish on the scale and told me the weight was 1.5 lbs.

When I said that was too much, he shrugged his shoulders and said that was the weight.  I continued to stand at the counter and after a few minutes he took one of the pieces and cut it in half so that I had close to one pound.

His way of handling the situation was an example of poor customer service.  If instead he had used common sense and immediately taken one piece of salmon and cut it in half, I would have been pleased.  If he had said, “Sure, let me cut one piece in half for you,” and he said it with a genuine smile, I would have felt his service was exceptional.

The end result was the same; I was given one pound of salmon.  But instead of having a good impression of him, he became an example of what not to do.

Tags: Customer Service by Marcia Hall
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I just listened to a voice mail message.  It was from a person I don’t know whose last name I could not hear clearly.

The caller rushed through the phone number, causing me to listen to the entire message again so I could to write it down correctly.  Her e-mail included her last name, which she didn’t spell, and therefore I couldn’t contact her that way.

This call illustrates what many people do when leaving messages.  They speak too fast and neglect to spell names that may be confusing.

To make a better impression, say numbers slowly to help people write them down correctly.  Do not assume that the person you’re calling will know the spelling of your name or that the phone reception will be so good that he/she will be able to understand each word.  Be sure to repeat your phone number at the end of the message.  Making it as easy as possible will ensure that the person does not have to listen again and again.

The recipients of your calls will thank you and you will make a good impression as well.

Tags: Etiquette by Marcia Hall
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Yesterday I went to Costco to pick up a few items.  When leaving, I was greeted by my favorite customer service representative who was checking receipts as patrons left the store.

Over the years, I have shopped at this store frequently, and always been impressed by this employee’s attitude.  He has the most wonderful smile and says, “It’s great to see you” with authentic enthusiasm.  I feel like I’m his friend and that he really is happy I’m there.

I believe the service he provides is extraordinary.  He clearly understands the value of demonstrating a positive attitude.  In fact, this soft skill is important in any industry, no matter what job you have.

Think about the service you provide.  Is it extraordinary?

Tags: Attitude by Marcia Hall
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