Jim faced two scenarios in the space of a week. First, Jim needs new gutters for his home. They were old and needed to be replaced. He needed new ones installed before Spring rolled around, given the amount of rain that was expected for that season. He called Quality Gutters since they had advertised a [...]]]>

Jim faced two scenarios in the space of a week.

First, Jim needs new gutters for his home.

They were old and needed to be replaced. He needed new ones installed before Spring rolled around, given the amount of rain that was expected for that season.

He called Quality Gutters since they had advertised a “free no-risk consultation,” where a contractor would visit his home, inspect the problem and give him an estimate to replace the gutters in around an hour.

Second, Jim has a bad knee and hip.

Frankly, the reason the gutters went bad was because Jim wasn’t physically able to clean out the gutters each Spring and Fall, resulting in quicker deterioration and damage from debris. He was only 55, but he wasn’t able to climb a ladder up his two-story home with a bad right knee and bad left hip.

Jim found an ad for a “sports doctor” who gave a free on-the-spot consultation for joint and ligament injuries or problems. All he had to do was setup the appointment. The doctor promised the consultation was pain free with no tests involved, and relatively quick.

Outcome

Jim had to fix both problems– and soon. He scheduled both meetings for the next day, but upon leaving both consultation meetings, one left Jim a little uncomfortable going forward.

Which one do you suppose that was? Why?

Conclusion

1. People don’t want a “free consultation” when their problem is unique and personal.
2. People don’t want a “free consultation” when their problem has to be fixed the first time.
3. People don’t want a “free consultation” when their problem needs more than an on-the-spot analysis and requires additional testing.

Part 2 will address why the term “Free Consultation” is either an oxymoron or a misnomer — or both.

My husband, Brent, loves pecan pie. His obsession extends to sampling it in every restaurant, as well as requesting it special made every time he visits his mother. Then, we found IT in Pawley’s Island, SC at Kudzu’s. This pie we fight over who gets the crust crumbs – even 4 days later. The nuts [...]]]>

My husband, Brent, loves pecan pie. His obsession extends to sampling it in every restaurant, as well as requesting it special made every time he visits his mother. Then, we found IT in Pawley’s Island, SC at Kudzu’s. This pie we fight over who gets the crust crumbs – even 4 days later. The nuts are fresh, it’s sweet but not overly sweet. It seems to get better with age – have you ever had a pie that got better with age? This is THE PIE that real pie lovers search for their entire lives.

It isn’t just “a pecan pie.” This is the BEST pecan pie anyone in our family has ever tasted. It’s become a staple of our diet when we go to the beach. Brent has Kudzus’ phone number on speed dial, and when our GPS says 50 miles ’till we get there, he calls and orders a pie for pickup the minute we get to town. That’s the first pie of the week. We usually have more than one!

Interestingly, Kudzu doesn’t make a big deal about the pie. They are a bakery with a super diverse line of products. Bread, pastries, cakes, cookies, sandwiches – and if you arrive late, there might not be anything left. They also have items ranging from gourmet cooking implements to local jams and salsas. We quite often buy homemade, frozen meals for two like chicken potpie or coconut rolled Tilapia when we pick up our pie. But, we have to get there quick because Kudzu closes early on Saturday and isn’t open on Sunday or holidays. They aren’t catering to the vacation crowd. The staff is courteous, but not overly friendly. They are there to say “Hi,” bag your items and check you out. I don’t believe I’ve ever seen a staff member in front of the counter. There aren’t samples or taste-tests or any of the customer-hype activities you find in other places with the quality of goods that Kudzu has.

What keeps us coming back? It’s all about the pie. There’s no need for freebies, gimmicks or over-the-top service. Kudzu’s customer experience starts with a product that represents the quality of the company so strongly that everyone can just get down to business and not have to spend a lot of time hyping how great they are.

Customer Service has been my passion for many years. I work hard on all of the “customer-friendly” actions that keep relationships with clients alive. These include an experience for them based on honesty, friendliness, helpfulness and timeliness. But none of these great qualities of customer care matter without a product or service to stand behind that transcends the team that supports it. A true Customer Experience not only covers traditional customer service points including setting, engagement and etiquette for a warm and fuzzy relationship, but also involves your company’s competency and ability to prepare and deliver a great product.

Where are you putting your company’s energies? Into a service team whose main role is putting out fires and holding up a faltering product? Or into a complete experience with a product or service that’s been so clearly designed from the client’s viewpoint that its quality supports your service team’s efforts and WOW!!s your customers?

How does your company’s “pie” stack up to Kudzu’s?

Problem True to form, I managed to find the slow line while checking out at Publix. Not only slow, but stalled. I was behind a mega-coupon queen. By the time I realized my predicament I had already unloaded my cart. So, I just resigned myself to a long, hopefully patient wait. Honestly — as a [...]]]>

Problem

True to form, I managed to find the slow line while checking out at Publix. Not only slow, but stalled. I was behind a mega-coupon queen. By the time I realized my predicament I had already unloaded my cart. So, I just resigned myself to a long, hopefully patient wait. Honestly — as a customer service leader, I have learned to temper my waiting impatience. I’m trying to work on remembering how I like to be treated when I’m the one giving service.

All of a sudden, the cowbells appeared. My cashier didn’t pause in her service to the customer in front of her, but she picked up a cowbell and rang it. Then I noticed her glancing at the Service Desk Agent. That person looked up from their customer transaction and rang a cowbell in return…whoa! What was going on here? Was it time for the cows to come home?!

Problem solved

Within a few minutes no fewer than 3 Publix employees were hovering around me — opening a new lane, moving my cart to the newly opened lane, and carrying my items from one lane to the other. Everyone was smiling and acting like this was all they had to do, including the cashier waiting on the mega-coupon queen. And me — I was the recipient of exceptional customer service, along with the customer in front of me who could take as much time as she needed to check out without hampering anyone else.

Publix customer service is built on a philosophy, one that sees service as an opportunity not a duty or policy. Their philosophy talks about investing in others, giving, preparing, and doing the right thing. Well, I sure experienced that firsthand!

You can solve problems too

Linda Ireland wrote recently about keeping customer experience alive through giving things that bring the most value to your customer including doing what you said you would do, empowering employees, smiling, and keeping it simple.

How simple are cowbells? While it might not work for you — what areas of bringing exceptional service to your customers are you stumbling in, waiting for a new system, or more people, or more policies to come along and back you up.

Sometimes the solution for exceptional service is as simple as ringing a cowbell. So, what are you waiting for? Or, as the plaque on Publix founder George Jenkins wall states: “Begin, the rest is easy.”

I was delighted yesterday by outstanding customer service from a “big-box” company. Not just delighted — actually blown away. It’s reinforced for me the concept that every company can give good customer service if it’s really important to them. In other words, service is not dead, but very much alive and well. It started with [...]]]>

I was delighted yesterday by outstanding customer service from a “big-box” company. Not just delighted — actually blown away. It’s reinforced for me the concept that every company can give good customer service if it’s really important to them. In other words, service is not dead, but very much alive and well.

It started with my mistake. I missed paying a Staples invoice 11 months ago. I had no idea about my oversight until I got a phone call from a collections agency. Yikes! Of course, digging up paperwork and an account manager’s id after 11 months was a struggle. I logged into my corporate account, but couldn’t find any missed payments. So, I did what any baffled customer does — I emailed Staples Customer Service. In fact, I found 2 different ways to email them. That’s when the magic started happening…

Within a few hours, Staples had reached out to me 6 times. That’s SIX times! Instead of being annoying, it was obvious that it was a coordinated effort. They provided my account manager’s name, accurate reporting of what had happened, and a way to take care of my account and clear up the problem. Three different Staples departments worked together to give me a fast resolution to a problem I didn’t even know existed just a short time earlier.

Not only were they fast and accurate, they were also courteous and friendly. The emails from the customer service departments were personal. My account manager, Chris Pappas, had me laughing and at ease in about 2 minutes — yep, he picked up the phone and personally called me. I was given a convenient way to pay my bill, and sent on my way — account cleared.

My take-away. Customer service is considered a core value for Staples, and they’ve put their money where their mouth is. Customer service departments have been trained in a process that coordinates accounts, responses, and problem-solving. My small unpaid invoice was a BIG DEAL to them — not because it wasn’t paid, but because it gave them a way to go above and beyond in providing great service.  That service left the customer — me — blown away with awe.

What elements of this kind of  service do you see missing from your process? What can you do better that will leave your customers awe-struck? If Staples can do it, you can too.

Major retail players are striking out these days when it comes to user experience. No doubt, the online shopping growth phenomenon of the last 3–5 years has contributed toward the declining user experience batting average. What’s causing them to swing and miss? Coupon Inconsistency It’s a common occurrence to ask if a coupon code can [...]]]>

Major retail players are striking out these days when it comes to user experience.

No doubt, the online shopping growth phenomenon of the last 3–5 years has contributed toward the declining user experience batting average.

What’s causing them to swing and miss?

Coupon Inconsistency

It’s a common occurrence to ask if a coupon code can be used at a local retail store, only to be told, “I’m really sorry. We have to have the actual piece of paper.” My eyes gloss over each time. Really? You need a piece of paper to give me 20% off my order from a coupon that your company issued?

Difficult coupon policies are hurting the retail user experience, since there are different policies per company for online and in-store shopping. Not knowing what to expect always leads to a poor user experience.

No Online to Store Return and Refund Provision

So, you just received an item that was sized incorrectly and it doesn’t fit. Your options? Return ship and wait another 4–6 days for the company to receive the item, replace it, and re-ship it back to you.

There has to be a better way.

I’m not a Lands End-Sears fan by any means, but they have it down pat. Probably the best of any company when it comes to this.

Order a product from the Lands End catalog or website. Doesn’t fit? You don’t like it? EASY. Return it to Sears for a full refund. No questions asked.

Don’t want to pay for shipping? NO PROBLEM. Order the Lands End item from Sears and have it shipped to the store for free in-store pickup in 2–3 days.

This is the second pitch that companies are swinging and missing on in the user shopping experience in 2010.

No Free Shipping for Purchases and Returns

It’s December 18th. You just received the hoody you ordered, but they run small, and it’s not going to fit your brother. Most times, your only option is to return ship the item (usually costs at least $5–7 and 2–3 days), and now hope the company can return ship it by December 24th, which will usually cost you another $5–7 in shipping.

I now refer you to the user experience manual. Look up “The Zappos Rule.” Free shipping both ways. Shoe doesn’t fit? Send it back. They’ll have it back to you in less than a week. That was easy.

While this doesn’t solve the time issue, it significantly improves the user experience. Online shoppers will change their behavior and order earlier, in order to account for this possibility, but they won’t accept having to pay $10–15 in extra shipping, not to mention extra $$$ for overnight shipping.

Conclusion

If the Big Retail Players (ie: Target, Dicks Sporting Goods, Gap) want to improve their batting average at the plate of User Experience, they would do well to heed the 3 items above. Otherwise, they’ll be riding the pine due to striking out.

Good user experience almost always leads to growth in sales and referrals. Stop swinging and missing!

TWO weeks into December & I’ve already abandoned more shopping carts than I can count.  Several I’ve even tried again and then re-abandoned because I just couldn’t deal with the hassle. So, I’m asking, does anyone really want my money? The time I have invested trying to spend my money is JUST NOT WORTH IT.  [...]]]>

TWO weeks into December & I’ve already abandoned more shopping carts than I can count.  Several I’ve even tried again and then re-abandoned because I just couldn’t deal with the hassle. So, I’m asking, does anyone really want my money? The time I have invested trying to spend my money is JUST NOT WORTH IT.  Here are a few of my favorite memories:

USPS.com

Usability Issue #1: Requiring me to fill in a box size from a drop-down menu when I’m choosing “flat rate.” I admit it, I spent 10 minutes at this point in their easy click and ship process trying to choose the size of my package – and all I wanted was to print a label for the smallest flat rate package option. I went through all of their FAQs, as well as navigated back-and-forth and back-and-forth between the home page, signing in, and choosing my package to see what I’d missed in the process.

Conclusion: I hadn’t missed anything – they had! Like, user instructions or an option in the drop-down size menu that says “flat rate.

Usability Issue #2: USPS will only ship packages with labels created THAT day. This has to do with their 2–3 day delivery guarantee. So, if you live in Timbuktu and print a label – you had better get that package to the Post Office PRONTO. Of course, all of this is fully explained in very fine print on the last page AFTER you have paid for and printed your label, complete with today’s date on it.

Bonus: If you miss the small print and show up (yes, I saw this happen in person) at the Post Office with labels from the wrong day, your stack of packages is refused and you’re required to go home and purchase and print all new labels.

Dale and Thomas Popcorn

Usability Issue #3: Love their popcorn. Hate their shopping cart. I’m forced to an address book when I attempt to add items to my cart. This just makes me go ARRRGGGGHH! Try working through this with 16+ recipients…. An address book is an interesting option, but one I want to be able to choose to select, not be forced to select!

Usability Issue #4: The Shopping Cart doesn’t clear when you close the browser – in fact, I’m not sure it EVER clears. Below is a shot of my cart from last week that I browsed to and took a pic of today. NOTE: I have never logged into this site. I left 16 items when I abandoned it – after tediously going through and manually deleting 16 items I didn’t want one-by-one. At that point I decided the popcorn wasn’t really worth it and my fingers walked away.

Usability Issue #5: See above – there is no “clear cart” option. Just a manual one-by-one delete choice. Did I mention they must get their bandwidth from the South Pole? Either that or someone is frantically hand generating the electricity to keep it going (sssslooooowww loading time).

Conclusion: Delicious popcorn. Visit their store far away from internet-land for service.

JCP.com (JC Penney online)

Usability Issue #6: Coupons (promotions) that don’t make it from mailbox fliers to the shopping cart. I read all the fine print – out loud. None of the stated exclusions matched my merchandise – but I couldn’t make the code work. There I was STUCK with my only option to click buy now and pay the full amount. Surprise! No customer service phone number or online chat in THIS window. Just my order with no coupon discount applied.

Bonus: Of course, there’s always the old Usability Issue #4 that saved me here – I just closed out and  browsed back to the site and there were all my items! At this point I re-checked out using a different coupon that wasn’t as good, but at least I’ve got gifts to give.

Conclusion: Online coupons are about as valid as in-store coupons. Use at risk of your temper.

In the end, everything should turn out merry & bright, and people who are expecting gifts from me should get them. Jumping ahead to my New Year’s resolution, I think next year I’ll try the mall at 4 am on Black Friday.

The beginning of the tale Eight of us spent a long weekend at the beach with our kids several years ago. We were enthralled by a new personality-typing tool one of us had run into — and we spent a lot of time comparing ourselves to animals. Specifically, we were otters, lions, beavers and golden [...]]]>

The beginning of the tale

Eight of us spent a long weekend at the beach with our kids several years ago. We were enthralled by a new personality-typing tool one of us had run into — and we spent a lot of time comparing ourselves to animals. Specifically, we were otters, lions, beavers and golden retrievers. Every action we took was instantly labeled by one of the group as being “animal-like” to one of those particular species.

As funny as it was to catch people behaving like animals — the dad who gathered up all the loose flip flops and carried 10 chairs back from the beach each day while the kids danced blithely around him is forever known to us as “the golden retriever” — I think type-casting good customer service attributes to dog characteristics is even easier than to animal species.

Dogs dig relationships

Relationship building is an important business buzzword today. Company websites, advertisements and brochures all announce that it’s definitely not about them — it’s all about you. This sounds good, but at the end of the day, who’s responsibility is relationship building? Whether it’s you, your front line people, or everyone in your organization, what practical applications can your pooch teach about providing good customer service that leads to long relationships?

1. Engagement. When is the last time a dog let you walk by him without greeting you? Even the tiredest dog will lift his head and thump his tail. If he’s doing his favorite activity, it is dropped in his excitement to be with you.
2. Interest. You are INTERESTING to them, they want to know what they can do to make you happier. Dogs spend their time giving as much attention as you want — it’s not about them.
3. Loyalty. A dog isn’t called your best friend for nothing. You don’t find him sending scathing emails or ignoring phone calls. Your dog will stick with you through thick and thin, and trust you to do your best job of taking care of her.
4. Memory. Dogs remember — well, their smeller remembers. It’s so important that they remember that a whole sense is devoted to this task. No “oh, I forgot” dropping the ball on their part.

Chew on it some more

Do you need to train yourself in one of these areas to go above and beyond in your relationship building? What other habits have you picked up that help you build better relationships? We’d love to know.

Massive research was accomplished in the writing of this post:

Check out Dogology. Vicki & Sarah have written a whole book devoted to the subject of what your relationship with your dog reveals about you.

Take the “What Breed are You” quiz at Dogster.com.  Send me a note and I’ll share my results with you.

Disclaimer: Beth has never owned a dog.

Recently I found myself on the other end of the line — making phone calls instead of answering them. I called 30 businesses. In the morning. Before lunch. My results: 2 were answered with a directory assistance message 5 were answered just with “Hello” 20 were answered only with a business name AND, ding-ding-ding! 3 [...]]]>

Recently I found myself on the other end of the line — making phone calls instead of answering them. I called 30 businesses. In the morning. Before lunch. My results:

• 2 were answered with a directory assistance message
• 5 were answered just with “Hello”
• 20 were answered only with a business name

AND, ding-ding-ding!

• 3 were answered by someone who told me their name along with their business name = instant connection!

The most shocking fact,  I called the main number of these businesses. No direct dials to an office extension. To add it all up, of the businesses I called I had 27 completely impersonal conversations. That’s over 90% disconnect.  So much for being concerned about knowing your customer.

If you have a company with a phone, there are several key characteristics to good phone etiquette.  These companies forgot one of the most important principles.

You are the face of your company.

To put it bluntly, give your name and your business name when you answer the phone. What does your company lose if you don’t follow this principle?

• Trust — who are these people?
• Relationship building — what if I call again, who will I get?
• Moving the conversation (and potential business) forward — do they care about what I need?

One company puts it this way:

“The human factor in all communications makes the difference. Customers need to feel taken care of, well informed and motivated. When you answer the phone, it’s that ‘human moment’ when customers can actually experience what it would be like working with you and your people. It’s the opportunity to create relationships for the future.”

So, try it. What happens when your phone rings? Should you do anything differently? What training or tools have helped you capitalize on the opportunity to engage everyone who calls your company? Call me, I’d love to talk to you…

“Thank you for calling The Worthwhile Company! This is Beth.”

I’m a protector. It’s part of my job description. Especially of my co-worker’s time. Telemarketers and sales people call — I scout them out and evaluate whether our company needs their services before I transfer them on. Yep, it’s a touchy area. We don’t need them. They need us. I’m in the way. But, they [...]]]>

I’m a protector. It’s part of my job description. Especially of my co-worker’s time. Telemarketers and sales people call — I scout them out and evaluate whether our company needs their services before I transfer them on.

Yep, it’s a touchy area. We don’t need them. They need us. I’m in the way. But, they deserve customer service too.

This morning I received another one. This one about paper and copiers. We chitchatted pleasantly about being glad it was Friday. Then, the conversation got pointed. “Well, part of the reason I’m glad it’s Friday,” she said, “is that it’s been a long week to be a telemarketer.”  And, she gave me her opening pitch.

I politely responded that we were mostly a paperless office, and that I really didn’t foresee needing any of her products.

Suddenly, there was sunshine, even though I had said no. “I’m so thankful you didn’t slam the phone down, or yell at me,” she said. “You have been really pleasant -  to me and to talk to.”

“Well, my title IS First Impressions,” I replied. “I take it seriously.”

“I so enjoyed talking with you,” she responded. “Have a great weekend!”

What are your experiences — as a telemarketer or a protector? Do you see evidence of customer service that runs deep?

Webrage [wehb´-reyj] noun, verb — An electronic version of roadrage. An instance of blatant disregard for manners, accountability, and/or the good of humanity as a whole, enabled by web-user anonymity. Webrage typically occurs when a web user has been perturbed by some experience and has chosen to share their opinion in a passionate negative manner. [...]]]>

Webrage [wehb´-reyj] noun, verb — An electronic version of roadrage. An instance of blatant disregard for manners, accountability, and/or the good of humanity as a whole, enabled by web-user anonymity. Webrage typically occurs when a web user has been perturbed by some experience and has chosen to share their opinion in a passionate negative manner. Often accompanied by rants, swearing, finger-pointing. Usually contains multiple typos due to excited typing techniques.

Ever gone to check your blog post, shared recipe, tweet status, or whatever and been surprised to find a spittin, swearin, stutterin reader review that bashes your very existence for even thinking of such a foul idea? I really don’t enjoy finding sarcastic replies to honest questions, sifting through hundreds of cynical responses in a forum trying to find a real answer. It’s annoying scanning through reviews of a product when there are 12 geniuses complaining about everything under the sun. There aren’t enough intelligent reviews to form a real opinion in most cases.

I understand that it’s much easier to be passionate when you’re angry or hurt, and being vocal is part of communication. Don’t stop, by all means – HOWEVER – I believe you should make an attempt to be as passionate about something that made you happy or worked as it promised it would. Now buck up and get that browser open, and sing someone’s praises that’s done you right. Let us opinion seekers get something of value, some meat and taters, not all these haters.