Customer Care Connection Made!

Mary Schmidt has the customer story of the day. And as Steve Sherlock points out in his comment, these are the types of experiences we need to shout about from the rooftops.

This is the make or break, folks. (Did you notice the mention of Eye Contact?)

-Tig Wallis

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Training: It’s the Key!

So I bought some shoes at Sports Authority a couple weeks ago. The day after I bought them, They went on sale.

I checked the flyer, on the back, in the tiny, tiny print where they tell of their price adjustment policy, which I understood to mean that if the item goes on sale within ten days of purchase, they would adjust the price. Seems fair. I thought.

So I call the store to make sure I understand their policy. “That’s right,” I’m assured. ” Just bring them in and we’ll credit you the difference.” I bring the shoes in a week after I bought them, and explain to the clerk what I want.

She just stares at me, then says, “you bought them before they went on sale.”

um, yeah

Then, without a word, or a hint of Eye Contact, she calls over the manager.

Manager: “What do they want?”
Clerk: “They bought these before they went on sale.”
Manager: “Yeah, that’s fine. Just give ‘em the credit.” Note: Still no Eye Contact.
Clerk: “But, they bought them before they went on sale.”
Manager: “Yeah, that’s fine.”

Training. Ya gotta love it.

-Tig Wallis

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Eye Contact

A funny thing happened to me the last time I went to Target…the checkout clerk looked at me. In the eye.

Seriously, this NEVER HAPPENS.

Why? No idea, other than the fact that most service people really don’t want to be where they are, doing what they are doing.

Check it out: the next time you go through a store checkout line, look at the cashier. Is she looking over your shoulder at what her friends are doing on the next lane? Is he checking out the good looking lady standing behind you? (Hey, that’s my wife!)

Lots of things are going on, and very few of them are making your experience better. I believe you could create a marketing campaign solely on the premise of “We Pay Attention to You.”

What do you think?

-Tig Wallis

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Fear of the Huge Immovable Thing

“The reason people remain shy is they have built it up into a huge, immovable thing to overcome, and they decide it is too big a challenge to even think about it.”

So says Ilise Benun, author of Stop Pushing Me Around: A Workplace Guide for the Timid, Shy, and Less Assertive..

It’s fascinating how something like shyness can snowball into total fear and withdrawing so very quickly. This got me thinking, too:

“This can actually make people stay at a job they dislike, rather than face the prospect of interviewing for a much better position somewhere else.”

Makes me wonder how many people out there perfoming lousy customer service are just shy people afraid to quit the job they hate?

So, what do you do?

Just found this interesting piece from Pamela Slim, which made me think about my Lightbulb Post. The excellent challenge for me will be my upcoming 7-day cruise, where I will probably meet hundreds of people who will ask the above question.

For the record, I’ve heard about the “elevator speech” for years, but I’ve yet to hear it actually done in public.