(2 votes, average: 5.00 out of 5)
Loading ...I had a stopover in Chicago last night. Tired, Boingo wi-fi down, what else was there to do but eat? No more chocolate, no popcorn – a fresh handmade pretzel – perfect.
I walked over to the counter and ordered a plain one. “$3.49 Sir.” I hadn’t expected it to be that much so I simply said in my kidding self, “It better be a great pretzel for that price.” The guy answered, “I can’t speak to that – I don’t like pretzels.”
I took the product and walked away. The pretzel was thin, warm but kinda stale. It’s almost like the kid knew it wasn’t up to snuff.
I then went back to the United counter to see if my upgrade had been cleared. With a few strokes of the keys the agent pronounced, ” I can’t deal with this new crap we got to do. I just can’t do it for you. Where is the code I’m supposed to do? I can’t deal with this.” And on and on. She finally called another woman over who showed how to retrieve the information by entering the word “ALL.” Not before she had processed all her frustration in front of me.
News for managers: we don’t care what your employees have to go through to help the public and if they don’t use the product, they probably won’t have any respect for it being made or delivered properly.
What would have been the right thing to say for the pretzel guy? “We sell a lot of ‘em and if it isn’t the best pretzel you’ve eaten, we’ll either get you another or refund your purchase.” What should the United gate agent have said? “Will you excuse me for a moment? I need to get help with this.”
How have simple courtesy and professionalism been obliterated? A world where the far right is on TV and in the papers red-faced screaming about the injustices they have to deal with and the far left is on TV and in the papers red-faced screaming about the injustices they have to deal with treating issues like they were people.
And you and your employees are watching it all – confirming every bad thing you may have thought on the politcal spectrum – not to inform but to remain part of the hive.
I entered a local drugstore a couple weeks ago to hear a woman bemoaning healthcare reform in the same soundbites as she had heard on Fox that morning. The pharmacist came out from behind the glass to loudly add his two cents, “What do you expect from a Muslim not even born in the US.?”
No wonder people bemoan customer service! How can you throw the switch from working yourself up about something you’ve seen on TV – equating any conflict to a personal dig – and then walk in to your store or restaurant and put the needs of your customers first?
How to deal with all of this? Tell your employees day one: keep your frustrations and opinions to yourself.
You can learn more about growing your business here. 
While I don’t like the stab you seem to be taking at conservitaves I do lke the overal theme of the post unless specificly asked for by the customer sales staff should keep their opinons to themselves.
.-= Brandon Powell´s last blog ..brandon_powell: Getting some cutting done in the copy & print center. Patty and her team here rock! — at Office Depot http://gowal.la/s/4ZQx =-.
Dear Bob,
I LOVE IT!!!
I’m reminded that it’s no coincidence that Howard Schultz and Jim Donald are smart, proactive, visionary leaders. Starbucks is such a great company because its collective IQ and knowledge are off the charts! You rarely if ever hear the kind of stuff you describe at a Sbux.
But in the midst of the tough economy, there’s a lot of bashing and cynicism towards change, performance recognition and, inspirational efforts in the workplace. Just check any bar in lower Manhattan! It’s a shame.
As a VP leading over 100 salespeople, I’ve found that the hard fact is that QUALITY performance recognition works. Not just for morale, but in dollars. I have been using a
couple of different tools to help me retain good people and to inspire excellence in them,
which = larger sales figures. A#1 tool is a personal, elegant recognition concept called Design Your Inspiration ( http://www.dyi.successories.com ) .
Intelligent, customizable with any words and/or great quotes you want to use (such as those on this very site!) All on framed, art photography prints.
Again, the quality of these, and the MEANING emparted, makes them highly effective for me.
It has made an amazing difference! So while the cynics shed tears in their beers, we’re laughing all the way to the bank! Thanks again. Jim