I spent most of the morning at a hearing with the NC Board of Chiropractic Examiners. I filed a complaint about an area chiropractor for unprofessional/unethical treatment/care/business processes. It should never have come to this but the doctor obviously never read "The Milkshake Moment" and she forced my hand. But, enough on that torturous activity (for now).
On the way home, I stopped at The Fresh Market because my husband requested fish for dinner (he asks, I deliver!). While in the meat department, I also asked for some bacon. Do I choose market style at $4.99/lb or applewood smoked at $7.99/lb? Both people behind the counter gave me an opinion and explained the difference (one cooks more crispy, the other more chewy -- who knew?). A woman standing next to me (who I want to adopt as my local mom - my real mom is wonderful, but too far away) gave me her recommendation. I accepted her recommendation and asked for a pound of the market style bacon. The employee got me a pound of bacon and then gave me a couple strips of the applewood smoked in a separate package AT NO CHARGE, so I could taste test for myself. Wonderful! I will do just that and definintely buy more from them in the future.
Now to checkout. The young man at the checkout counter saw a woman standing past the cash register looking not completely happy. He asked her if he could help her -- she started complaining about something she bought (I couldn't hear the conversation, it didn't matter, it was his reaction). He asked me if I could wait a minute while he help her (she was there first). I said sure and then with no questions gave her a refund, told her to keep the product anyway and told her to go back to the deli and gave her instructions on how to get the deli employees to give her what she really wanted. He didn't call a manager. He didn't ask permission. He did what was right for the customer and still was polite to me while I waited. That's the way it should be done. That's why I shop at Fresh Market even if it costs a little more.
Hooray for these Milkshake Moments!
Thursday, March 5, 2009
The Milkshake Moment (Recommended Reading)
I just finished reading "The Milkshake Moment" by Steven S. Little (John Wiley & Sons, 2008). I recommend business people read this whether you are the leader or the employee. The subtitle is "overcoming stupid systems, pointless policies, and muddled management to realize real growth." The book does a good job talking about milkshake moments -- the times when employees are allowed to do the right thing (or not) to improve customer service. Think ordering a milkshake from room service at a hotel even if that precise item is not on the menu. They have milk, ice cream, a spoon, a cup and a mixer, but the person on duty can't figure out how to give you a milk shake because the 'manual' says they don't have one. It's a simple read and even though not mind-blowing information, does a good job of giving the reader a real dose of what is and what could be when it comes to customer service and growth. People who know me personally know milk shake moments are what I live for. I'll keep this book on the shelf and refer to it regularly.
Sunday, February 8, 2009
Target Stores Differ in Level of Customer Service
Last week I was in Nashville, Tennessee. Sitting in the airport I realized I forgot my cell phone charger. One of my first stops in Nashville was the new mall/plaza in Mt. Juliet. Naturally, Tennessee doesn't have Alltel, so I went to Best Buy -- no compatible charger. I went to Verizon since they just bought Alltel -- no compatible charger. So I went to Target. I ran in and found a charger for my old Kyocera phone that charged in the car. Hooray! Jumped in my car; plugged it in and went on my way. Hmmmmm. The phone wasn't charging. At my next stop I played with it and found that there was a short in the wire. By now, I was on the west side of Nashville and went to the White Bridge Road Target. I ran in and told Elsa at customer service that I wanted an even exchange. She processed the return; kept the broken charger AND my receipt and said I should head back and get another one. I asked to have my receipt or something so in case she was on break, I had some proof. She said not to worry. I ran back to the electronics department. The young kid there asked if he could help and I told him what I needed. He handed me the package and I took off for customer service without looking closely at the package. Of course, Elsa was on break, but another young kid, did whatever needed to be done and sent me on my way.
Out in the car, I rip open the package and realize that this is NOT a car charger but an AC charger for the correct phone. I was still in the parking lot, so I headed back into the store. The same kid, Marcello, was there. I said I just wanted to do an even exchange because the guy in electronics gave me the wrong package and I was too rushed to check it. He said he couldn't return the item for 24 hours. I said I didn't want to return anything, just wanted an even exchange. He said no. I wasn't even mean or rude or anything (yet) and simply asked for the manager.
He called over a young woman and said, "Please take care of this woman and get her out of my face." Yes, he actually said that in front of me. That about sent me over the edge. She said it was a company policy not to process more than two returns in 24 hours. I explained the situation. She didn't care. So I asked for her name and for the general store manager.
She refused to give me her name (the store manager did tell me it was Condra). The manager, Byron, listened intently to my explanation. He apologized profusely and from his body langugage, Marcello was going to receive a lecture when I left.
Byron said he would find a way to get me the exchange, but I said since he was sincerely apologetic (at least he acted that way), I would follow store policy. I bought the right charger.
24 hours later, before I went to the airport, I visited the intial Target store and returned the wrong charger and expained my story. The employees at the Mt. Juliet store were flabergasted and the policy and the attitudes of the employees at the other store.
I have the store number and all the names and plan to contact Target headquarters. "Get her out of my face." I don't think so. Well, actually, I think that's exactly what I will do. I plan to skip Target shopping for quite some time after that experience.
Out in the car, I rip open the package and realize that this is NOT a car charger but an AC charger for the correct phone. I was still in the parking lot, so I headed back into the store. The same kid, Marcello, was there. I said I just wanted to do an even exchange because the guy in electronics gave me the wrong package and I was too rushed to check it. He said he couldn't return the item for 24 hours. I said I didn't want to return anything, just wanted an even exchange. He said no. I wasn't even mean or rude or anything (yet) and simply asked for the manager.
He called over a young woman and said, "Please take care of this woman and get her out of my face." Yes, he actually said that in front of me. That about sent me over the edge. She said it was a company policy not to process more than two returns in 24 hours. I explained the situation. She didn't care. So I asked for her name and for the general store manager.
She refused to give me her name (the store manager did tell me it was Condra). The manager, Byron, listened intently to my explanation. He apologized profusely and from his body langugage, Marcello was going to receive a lecture when I left.
Byron said he would find a way to get me the exchange, but I said since he was sincerely apologetic (at least he acted that way), I would follow store policy. I bought the right charger.
24 hours later, before I went to the airport, I visited the intial Target store and returned the wrong charger and expained my story. The employees at the Mt. Juliet store were flabergasted and the policy and the attitudes of the employees at the other store.
I have the store number and all the names and plan to contact Target headquarters. "Get her out of my face." I don't think so. Well, actually, I think that's exactly what I will do. I plan to skip Target shopping for quite some time after that experience.
Wednesday, January 14, 2009
Love the values at Kohl's ... but not the cashier's authority level
I just got home from shopping at Kohl's. Kohl's is one of my favorite stores. It's not that trendy. It's not extremely high quality. It's nothing fancy. But I can always find something new there -- from jewelry to clothes to housewares. And, it's always a great value ... especially when you use their credit card with their special savings coupons. I just got my newest coupon -- 30% off (usually coupons are 15% off; they must miss me so they sent me a 30% coupon. It worked!)
I went specifically to get something for my daughter and son-in-law for their upcoming wedding anniversary, but I can't tell you what in case they are reading this. Of course, while I was there I found other stuff on clearance -- a couple kitchen chair cushions, a couple shirts and some cute shoes.
The shoes were a pair of green plaid Keds -- simple flats for casual wear. They listed for $39.99, but were on clearance for $8.99. Add on the 30% and $6.30 isn't a bad deal.
Checking out was the hard part. The shoes did not ring up. The cashier said it was a wrong UPC. No matter what she tried to enter, she couldn't get it to ring up. She called the shoe department and we waited ... and waited. She gave me that look that said -- do you really want these bad enough to wait. It wasn't that I cared about the shoes that much, but I wanted to see how the Kohl's employees would handle the problem. We waited some more. I said, it was the last pair, it was on clearance, inventory probably didn't matter on this item and there must be a way to ring up a generic item since it was now a low-cost, out of inventory item.
No, of course the cashier can't do that. So we waited some more. Another employee came by and she asked him to open the other register so all the people waiting in line could be helped. While he was ringing up people he said she should call someone else. She saw this other guy (who turned out to be the assistant manager) at the other entry registry. So we waited some more. Finally, she saw him finishing up over there and called him over. But she didn't tell him there was a problem so he seemed to take his time.
When he got there, he simply pushed in a few numbers and viola, I had my inexpensive shoes. You would think that:
I went specifically to get something for my daughter and son-in-law for their upcoming wedding anniversary, but I can't tell you what in case they are reading this. Of course, while I was there I found other stuff on clearance -- a couple kitchen chair cushions, a couple shirts and some cute shoes.
The shoes were a pair of green plaid Keds -- simple flats for casual wear. They listed for $39.99, but were on clearance for $8.99. Add on the 30% and $6.30 isn't a bad deal.
Checking out was the hard part. The shoes did not ring up. The cashier said it was a wrong UPC. No matter what she tried to enter, she couldn't get it to ring up. She called the shoe department and we waited ... and waited. She gave me that look that said -- do you really want these bad enough to wait. It wasn't that I cared about the shoes that much, but I wanted to see how the Kohl's employees would handle the problem. We waited some more. I said, it was the last pair, it was on clearance, inventory probably didn't matter on this item and there must be a way to ring up a generic item since it was now a low-cost, out of inventory item.
No, of course the cashier can't do that. So we waited some more. Another employee came by and she asked him to open the other register so all the people waiting in line could be helped. While he was ringing up people he said she should call someone else. She saw this other guy (who turned out to be the assistant manager) at the other entry registry. So we waited some more. Finally, she saw him finishing up over there and called him over. But she didn't tell him there was a problem so he seemed to take his time.
When he got there, he simply pushed in a few numbers and viola, I had my inexpensive shoes. You would think that:
- the shoe department would have called back quickly
- the assistant manager would have been there quickly
- someone could have given the secret code over the phone
or even, how about this:
- the cashier know the number or be able to make a decision to help the customer immediately.
Just a thought. I'll still go to Kohl's for the values, but my respect for the company has definitely lowered. Why can't companies think like customers and do what's right?
Friday, January 9, 2009
The art of buying a new car
Yesterday, I test drove a couple new cars. You would think that since the auto industry is in a world of hurt, the dealers would do everything in their power to exceed customer expectations.
I've done my on-line research. I'm looking for a small car, nothing fancy (no vanity issues here), just to tool around town in. My criteria:
1. comfortable seats and headrest
2. center armrest (1 and 2 are the most important because of back issues)
3. decent gas mileage
4. automatic headlights (I guess I could learn to turn of/off lights again, but I haven't had to do that for 10 years or so, why start now)
I don't think I'm too demanding. So, how did it go?
1. Chevy Aveo - no center armrest. No sale.
2. Pontiac Vibe - I asked for a test drive. Took quite a while to find someone to help me. He wanted to ask all kinds of questions about style, color, etc. I said didn't matter at this point, just want to drive. Finally, he picked a silver Vibe parked right out front. Turned the key -- the car didn't start. He said the problem was it was too cold. Not buying it -- it was 45 degrees at the time. So, he started the process to find another car to drive. Took over 10 minutes while he searched -- even though they had 30 Vibes on the lot. Another employee told me not to worry about the car not starting, it happens because they don't drive them regularly. People -- a car not starting is NOT a good way to show how reliable it is. It certainly doesn't make me want to buy. I did test drive the car. There are automatic headlights - 1 point. But the seat, headrest and arm rest were only so-so. That's what I told the salesperson who then tried to talk me into a Pontiac Torrent. Did he not hear -- small car. I asked for his business card. It took him another 5 minutes to go somewhere before he could give me a business card. I thanked him and left.
Now in reality, I could buy the Vibe for about $15k. It is kind of cute and does meet the basic criteria. I'll keep it on my list -- for now, but would probably go to a different dealer.
3. Honda Fit - no center armrest. Salesman Mark tried to talk me into a Civic. I'm really thinking about the Vibe/Fit/hatchback kind of look, but I did sit in the Civic. He did NOT offer a test drive. OK, but not on the list.
4. Volkwagen Rabbit - Cute car. Does have a comfortable seat/headrest. Does have a center armrest which is moveable. The armrest is not as good as I would like, but is doable. Gas mileage is less than the Vibe. Price is about $5k or so more expensive. Ride is nice. Heated seats - nice extra. NO auto headlights (well, they do come on automatically, but you have to turn off the interior lights at night every time).
Is it worth $5000 dollars more? Not sure.
You know what. My old truck with the auto headlights, great armrest and so-so seats runs just fine for now. Guess I'll just keep thinking about buying a new car and not really taking any action.
I've done my on-line research. I'm looking for a small car, nothing fancy (no vanity issues here), just to tool around town in. My criteria:
1. comfortable seats and headrest
2. center armrest (1 and 2 are the most important because of back issues)
3. decent gas mileage
4. automatic headlights (I guess I could learn to turn of/off lights again, but I haven't had to do that for 10 years or so, why start now)
I don't think I'm too demanding. So, how did it go?
1. Chevy Aveo - no center armrest. No sale.
2. Pontiac Vibe - I asked for a test drive. Took quite a while to find someone to help me. He wanted to ask all kinds of questions about style, color, etc. I said didn't matter at this point, just want to drive. Finally, he picked a silver Vibe parked right out front. Turned the key -- the car didn't start. He said the problem was it was too cold. Not buying it -- it was 45 degrees at the time. So, he started the process to find another car to drive. Took over 10 minutes while he searched -- even though they had 30 Vibes on the lot. Another employee told me not to worry about the car not starting, it happens because they don't drive them regularly. People -- a car not starting is NOT a good way to show how reliable it is. It certainly doesn't make me want to buy. I did test drive the car. There are automatic headlights - 1 point. But the seat, headrest and arm rest were only so-so. That's what I told the salesperson who then tried to talk me into a Pontiac Torrent. Did he not hear -- small car. I asked for his business card. It took him another 5 minutes to go somewhere before he could give me a business card. I thanked him and left.
Now in reality, I could buy the Vibe for about $15k. It is kind of cute and does meet the basic criteria. I'll keep it on my list -- for now, but would probably go to a different dealer.
3. Honda Fit - no center armrest. Salesman Mark tried to talk me into a Civic. I'm really thinking about the Vibe/Fit/hatchback kind of look, but I did sit in the Civic. He did NOT offer a test drive. OK, but not on the list.
4. Volkwagen Rabbit - Cute car. Does have a comfortable seat/headrest. Does have a center armrest which is moveable. The armrest is not as good as I would like, but is doable. Gas mileage is less than the Vibe. Price is about $5k or so more expensive. Ride is nice. Heated seats - nice extra. NO auto headlights (well, they do come on automatically, but you have to turn off the interior lights at night every time).
Is it worth $5000 dollars more? Not sure.
You know what. My old truck with the auto headlights, great armrest and so-so seats runs just fine for now. Guess I'll just keep thinking about buying a new car and not really taking any action.
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