Reputation COUNTS

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 // Add Comment »

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.

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“I’ll have her get right back to you,” or “I will be sure to have her return your call.”

How many times have you heard such a promise from a person taking a message?   Then you wait and don’t hear back.

When your call is never returned, what is your reaction?  It is probably one of frustration or irritation.  You wonder if the person ever passed on the message.

Choosing words carefully when speaking with clients or other callers is critically important to maintain a good reputation.  Unless you are sure your supervisor or co-worker will return a call promptly, avoid saying. “She will get right back to you.”

Tags: Etiquette, reputation // Add Comment »

Earlier this week, I left a voice mail message for a graduate student I do not know.  When she returned my call, the pitch of her voice was very high and she only gave me her first name.  It was hard to hear what she was saying since she spoke so softly.

How do you think I perceived her?

My immediate reaction was that she sounded unprofessional.  This student could make a much better impression by saying her complete name, talking audibly, and deepening the tone of her voice. 

Paying attention to small details can make all the difference.

Tags: Etiquette, Professionalism // Add Comment »

Recently I talked with a young entrepreneur about networking.  He said his partner had gone to a chamber of commerce meeting two times and concluded there was no value in belonging since he didn’t get any business.

One of the misconceptions about networking is that it is a “one-time” event.  Some people assume that business will come their way quickly as a result of attending a meeting or joining an organization.

What they fail to realize is that it takes six to eight interactions before trust is established, according to Contacts Count, a nationwide consulting and training company specializing in teaching professional and business networking skills, and a firm with whom I am associated as a certified trainer.  People need to see character and competence demonstrated continually before they feel comfortable doing business together.

Networking is no longer just a job seeking skill.  It is a business and professional competency that can help you move ahead in your career.   To read articles about networking, visit my resources page at http://www.reputationcounts.com/resources.php5

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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 // Add Comment »

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.

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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.

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 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.

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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 // Add Comment »