Service Untitled

In a global survey, Accenture wrote about deteriorating customer service and how most of us have at least switched one of our own service providers because we were displeased that our expectations had not been met. Now in the great realm of this very complicated world, happiness with a company might be perceived differently – that is depending on what we expect, how and of course to what extent.

Statistically, or at least according to the Accenture survey of 2010, two-thirds of the respondents stated that customer service is a significant issue, and over half of consumers are not willing to compromise. We’re obviously all looking for better prices and better service, but how do we handle situations when they go awry? Do we abandon a company the first time there is a mistake? All companies are bound to drop the ball at one time or another, but I think it’s important to complain constructively. Chances are you will get what you want, and just as importantly it will give you the opportunity to see if that particular organization truly deserves your loyalty by how they handle the situation.

Too often when people are frustrated and lose their tempers, the dispute ends up at a dead-end. The consumer no longer will deal with that organization, and the company has lost a customer. So how do you deal with a problem so you can come out on top? Begin with taking a deep breath, and do not get near the telephone or the computer until you are calm. Remember the ultimate goal is to give the business the opportunity to resolve the problem. Also make sure you address the problem immediately; don’t ever procrastinate on a complaint.

Now on to a positive outcome. Be pleasant, polite and charming. In my own career I sell real estate, and especially in this economy realtors aren’t always the most pleasant with other realtors, however greet someone (even a grumpy realtor) with a cheerful “hello, how are you today, ” and rarely do you ever encounter a growl of displeasure. Do the same when contacting an organization. I also suggest you know what you want the outcome of your resolution to be. Last month Continental Airlines provided very poor on flight service to myself and my companion during a flight from Florida to Las Vegas. Immediately on my return I wrote to CEO Jeff Smisek, informed him of our disappointing service and reminded him of my customer loyalty for all of these years.

I received an apology and a promise to research the problem in the future, discounts for  new tickets were issued to our accounts, and the problem was solved. It was important however that I maintained all of my receipts, vouchers, and provided times, dates, and destinations. Each time you complain, you want to ascertain complete credibility – much better when you state your case using facts.

And may I make another suggestion that positively elevates one’s status when it is time to lodge a complaint? If you are speaking with a representative over the phone, be sure to use proper grammar, and make a conscious effort not to use “filler” words as “like,” “you know,” “uh,” “um,” and “er.” When I used to teach a speech class, I would count the number of “ums” a student would use during his seven minute speech, and at the end of his presentation told him the number of “fillers” he used and how it was most distracting. Additionally, if you are writing a letter to a CEO of a company, use spell check and find a friend or relative to proofread your letter for grammar and content before sending it out. Professionalism does count, and it is guaranteed to help you achieve results.

photo credit: Daquella manera

The next time you’re sitting in one of those impossibly uncomfortable hard plastic seats at Newark International Airport and you see a suggestion box hidden somewhere, slip a picture of Singapore’s Changi International Airport in there. It’s certain to be an experience any traveler will remember for years to come.

In the online blog  The Middle Seat, Scott McCartney writes about Andrew Tregonning and his wife’s experience covering the joys of an airport. No it’s not a syntax error – the couple traveling from New Zealand to India actually wanted a long layover at the Singapore airport. Imagine amenities such as comfortable sleeping areas, work areas, showers, pedicures, premium bars, a swimming pool, and even a tour of Singapore for nominal fees. The airport has a four-story amusement park for the children, and in Terminal 3, a city in itself, such passenger services as a dry cleaner, medical center, grocery store, pharmacy, jewelry and clothing stores all at one’s fingertips.

As a sharp contrast, JD Powers and Associates’ nationwide survey 2010 North American Airport Satisfaction Study which rated comfort and amenities in the United States most likely would have exploded if given the opportunity to rate Singapore’s airport. The survey covered basic needs which included seating comfort, ease of moving through the airport, getting passengers in and out of the airport efficiently, and reducing passenger stress with the TSA. Small airports scored significantly higher than the largest airports.

For large United States airports, Detroit Metropolitan scored the best with such amenities as an arbored concourse, people movers, sculptures, an on-site Hyatt Hotel and purple lit tunnels to connect terminals. Scores were rated on accessibility, check-in, security, terminals, food and retail service, and the efficiency of baggage claim. The Minneapolis/ St. Paul International Airport scored closely behind the one in Detroit; the connection between the airport and the Mall of America is cited as being very convenient. My son flies through Detroit regularly and agreed that it was one of the nicer airports in the US. He also reminded me of a post he wrote about the Charlotte airport in 2009.

Do you think it’s possible to actually transform travel into a less stressful environment given the security demands of today’s society? While North America may never be able to offer the top-notch creature comforts of the Singapore Airport, why not start with some of the more practical ideas to lessen the stress? Let us begin with some soothing music quietly resonating throughout our airports. How about reducing the number of announcements and the noisy horns of the passenger carts traveling through the concourses?

In Singapore, touch screens are provided in every bathroom to allow passengers to send a text message to attendants when towels or tissues are needed in the restrooms. Currency exchange booths and clothing stores are all in one area to encourage and stimulate competition for both merchandise and prices.

All of the 28,000 employees at the Singapore Airport are required to attend an orientation to help them help passengers. It’s a people pleasing business where successful concession spaces support 50 percent of the airport’s revenue which keeps the costs down and helps to pay for the amenities. Even the JD Power survey concludes that high levels of airport satisfaction create a strong positive impact on retail spending. Passengers who are “delighted” rather than “disappointed” spend up to 45 percent more at an airport. That’s a substantial difference.

While I’m pretty sure, the United States will never boast a butterfly garden as does Singapore, shouldn’t we still be taking lessons from those who do it so much better? Ironically last week I watched the ABC series Pan Am which takes place in the 1960′s and flying sure looked like more fun, and a much more relaxing and exciting way to travel.

photo credit: mikecogh

American Express Global Customer Barometer, a survey conducted in ten countries examined the public attitudes and preferences of consumers toward customer service. While Australian customers ranked high as the most vocal when it comes to bad customer service, the results and feelings of consumers are still universal.

Just think about the effects of poor customer service on our own shores and how easily bad news spreads so quickly. That same bad news continues to spread – reminds us when we played telephone as school children – the story grows legs of its own by the time the last child hears the story because the facts have become so distorted. Probably one of the most common examples revolves around customer experiences in restaurants. Diners are reluctant to say much during an evening out with friends, coworkers, or family; after all who wants to ruin their evening complaining about slow service or mediocre food. That restaurant however becomes part of the “blood oath” never to visit again. We might see a Facebook entry or a Tweet, but for the most part, one person tells another person and before long that bad experience causes lasting brand damage.

The unfortunate part of poor customer service is when the consumer doesn’t vocalize their complaint, but no longer returns to that particular establishment. The business owner may be completely unaware of the problems or circumstances that encompassed that bad experience.So what’s the solution?

Businesses need to find more efficient ways to gauge customer service. Interestingly enough, there is a restaurant in Palm Beach Gardens called Blue Water where the chef comes out of the kitchen and stops by each table to inquire about the guests entire dining experience. It only takes a moment; it’s completely unobtrusive, and more like another way to view feedback as a barometer to help this fairly new restaurant raise their customer service standards. If a business owner knows something has gone wrong, he can then figure out ways to correct the mistakes thus providing better customer service experiences for the future.

The American Express Global Customer Barometer reminds us that every interaction counts, and when business owners train and hire quality employees, keep customer service personal, be receptive, be intuitive about their needs through body language and anticipate customer needs, customers react with their loyalty and their business. A consumer who has become a loyal patron of an establishment is more likely to forgive a faux pas and still return – understanding that mistakes can happen. It’s just building that solid foundation that requires a lot of work. Are you up for the challenge?

photo credit: La Citta Vita

Black Friday and Cyber Monday certainly hit the news. Between the deals that started Thanksgiving night when the turkey was barely off the dining room table to Cyber Monday when the children just crawled into their  beds Sunday night only to be  awakened by the sound of mom’s manicured nails tapping at the keys and hitting “shopping cart,”  the frenzy continued. On Friday, it got so bad the police were using pepper spray to fend off the over-anxious shoppers, the lines to get into stores wrapped twice around the parking lots, and employees yawned and complained as they had to report to work at “dark o’clock” and be bubbly and alert. Hardly sounds like much customer service was going on.

So now statistics and polls get confusing. Dozens of surveys state that customers will pay more for a better customer service experience. Customers get turned off if a retail organization gets it wrong and doesn’t make it right in a short amount of time, or consumers resent the purely impersonal treatment of such grandiosity displays of super sales.

Off to the mall I went this afternoon in search of shoppers who braved the crowds, who fought the parking lot musical car juggle, who dived into the $49.99 cashmere sweater sale, and who found and purchased 47 inch LED televisions for $199.00. And what did I discover from my unscientific research? Polly M. told me it was only the deep discounts that motivated her to a particular store to purchase sports equipment for her son and a gold bracelet for her daughter, but said she had no intentions of returning to either of the stores because of their lack of customer service. Mark H. told me his Internet shopping on Monday was much more civilized than his experience at Target on Friday, but the sales were too good to pass up despite the long check out line, the difficulty finding a parking space, and having to deal with the rudeness of other shoppers.

According to the National Retail Federation, the four-day shopping weekend which now includes Thanksgiving day, consumers spent $52.4 billion which is up 16 percent from last year’s $45 billion in sales. There is no way however anyone can guarantee that this kind of shopping will continue for the next five weeks, nor does it guarantee that any of these shoppers will return to the stores which offered the biggest discounts this past weekend.

In the long run, when I asked several more shoppers how they felt about price versus customer service, most seemed to make Black Friday and it’s friend Cyber Monday exceptions to the customer service expectations although everyone questioned expects the return and refund policies to follow suit if the need exists.

But even though the sales were huge, the shoppers all agreed on what they look for in outstanding customer service. Polly looks for friendly and knowledgeable staff, Mark expects an organization to answer his calls when he has a problem with a product, Amy looks for the personal touch and everyone I spoke to wanted me to remind all businesses to remember to tell their customers they are appreciated.

photo credit: Hotcouponworld.com

Squeezed between Black Friday and Cyber Monday, the second annual Small Business Saturday encouraged shoppers to show support for their local businesses. The campaign, started by American Express small-business unit has helped to advertise the advantages of shopping locally – personalized service, convenience, and the opportunity to promote healthy economics in one’s own neighborhood.  A survey done by American Express revealed one-half of the nation’s retail sales come from small locally owned businesses.

Statistically in the past 20 years, the 28 million small businesses across the United States have created 65 percent of new jobs. As more shoppers presumably come home to shop in their own backyards, the small guys will find more ways to appeal to more shoppers.

In Hawaii, small businesses make up 98 percent of the 30,000 businesses, and where huge retail establishments can beat prices and offer a wider inventory of products, most consumers still believe in putting money back into their own communities. Small businesses can answer their own phones instead of having to “press one” to begin the maze of customer service, as well as actually do hands on personal service for customers while they wait. For instance, a local jewelry store can tighten the clasp on a bracelet a customer purchased a year ago while she waits, a hardware store can show a woman how to replace a sliding glass door lock step by step when she calls up in a state of pure frustration, or a custom men’s wear shop can spend the time helping a recent college graduate build a professional wardrobe little by little.

In my own hometown of Palm Beach Gardens, the local stores were booming with shoppers this past Saturday afternoon. The local chocolate store for discriminating chocolate lovers was busily taking orders for holiday baskets, the local photographer was helping a family to prepare for a photo shoot at the nearby beach, and the teenage boutique – employed with local students had a steady stream of teenage girls flowing in and out of the store.

All in all, it seems like a positive holiday shopping season with merchants thinking positive thoughts. Let’s hope it continues.

photo credit: fsgm

There’s more to building a business than advertising, yet how many organizations spend more of their budgets on marketing and attracting new customers, while neglecting the importance of maintaining current customers and making sure their needs have been met? There is no doubt that every company is going to make mistakes, but how many companies lose the opportunities to build their brand by using those complaints to their advantage?

It’s not enough to just acknowledge a mistake – customers want organizations to make the correction, and they don’t want to be kept waiting. So much attention has been brought to the airline industry lately from truly disgruntled passengers who despite the airlines acknowledgement and apology in the media for keeping passengers locked in the plane on the tarmac for seven hours, no contact information for passengers trying to desperately find flight connections, or rude attendants, corrections are never established nor does anyone ever get back to the passengers affected by the inconceivably poor customer service.

In a time when people don’t want to be kept waiting when it’s obviously the fault of the organization and those very angry paying customers are feeling as if the company just doesn’t care, what do you think is going to happen? Unhappy customers tell their friends, relatives, and coworkers. Just supposing Susan Jones gets poor service from a company, and she tells six people who now tell six  more people. Keep multiplying and before long, the numbers can get staggering. While it may not make a significant lump in the throat of JetBlue Airlines, any small or medium organization can take a big hit out of their profit margins when the news of unhappy customers spiral.

So how do organizations mitigate issues and turn those frowns into smiles? Of course, we all know that mistakes are going to happen, and no one is perfect. The key to controlling the situation however is to apologize immediately and to apologize directly to the customer. Make the correction and do it immediately. Employ key customer service personnel who have been trained to deal with angry customers and who have the discretionary ability to appease the customer using whatever it takes (of course within reason) to show the customer the company really cares.

Those are the customers who will more than likely one day appear again as a brand supporter. People want to talk about good experiences, so instead of companies spending all of their money on advertising, try focusing on the customers. There should be no boundaries when it comes to pleasing those very people who have helped to make you a success.

photo credit: jetheriot

Statistics for the 2011 shopping holiday season look a little scary for merchants this year. According to a Price Grabber survey, 45 percent of consumers say they are going to spend less on holiday shopping compared to what they spent in 2010. Luckily 49 percent say they are going to spend the same amount. Only 7 percent say they are going to spend more. Considering many businesses depend on the holiday season to boost their earnings for the year, it would seem logical to bring out the heavy artillery to entice as many of those shoppers as possible for the year’s final hurrah.

What are some of the incentives businesses offer to maximize a customer’s buying experience? Shoppers will be looking for the best prices, discounts, free shipping, coupons, and blowout sales, however organizations that match the atmosphere with the merchandise will find an increase in buyers and an increase in sales. And what that means is the need of customer service representatives demonstrating those people skills that assure shoppers they are making good decisions. Buyers however are well-educated and sophisticated, so the merchandise has to reflect the quality, the grand selection, and the price, but the sales people need to be available to help customers select the best choices for their own particular needs and to assure customers they have made the best possible purchase.

The average holiday shopper will spend 15 hours this season shopping for presents. Walk into a store like Harry and David, and the scents and sounds already feel like grandmother’s house on Christmas Eve. There’s Christmas music filling the store, and shoppers are already humming and singing that Santa Claus is coming to town. The irresistible aroma of hot apple-cider adds to the scents and sounds which all affect the moods of shoppers. The longer a consumer stays in a store, obviously the more money a person is going to spend.

But whether it is an online business or a store in the mall, making the shopping  experience easier for the busy consumer is of prime importance. As you walk into the store of Harry and David, gift baskets with one of a kind holiday designs already wrapped makes decision-making quick and easy. A personal assistant who offers to customize a gift basket for a customer, wrap it in festive paper and send it off to its destination and still stay within a shopper’s budget is the ultimate in customer service and a great way to minimize the hassle of shopping and shipping. Make it worth the money, make it convenient, and make the staff get out on the floor and help – then join in the joys of the Season.

photo credit: Zürich Film Office

Amazon.com’s newest customer service facility opened on Friday with a fanfare of speeches and a ribbon-cutting ceremony. The new 70,000 square-foot center in Kinetic Park, West Virginia was described as a “perfect fit” by Vice President of Amazon customer service Tom Weiland. The new site will provide the company with more flexibility to train workers and take care of customers.

There are approximately 500 employees, and Amazon is planning through a job fair to immediately hire 200 more innovators and problem solvers. The company states they look for candidates that know what needs to be done and then acts upon those tasks. Products sold and supported at the Huntington facility will be Amazon’s retail Kindle, Amazon Instant Video, and Amazon Prime. Service representatives will be handling phones, emails, and chat contacts.

Customer service representatives are recognized as valuable partners in the company’s success also. Creature comforts such as a quiet reading areas, game room with television, pool tables and ping-pong tables are available for some downtime.

So what makes Amazon so successful? After all the company is rated as one of the favorite online businesses customers want to use. The answers are obvious – Amazon makes everything easy. The company offers low prices, vast selections, fast delivery, and convenient buying and returning. The focus is on the customer experience and having everything the customer wants.

Amazon’s innovative ideas have resulted in price guarantees, alerts to rising and dropping prices, and through this builds consumer confidence – enough to be labeled as one of the “most reputable” businesses. Their product reviews have surpassed most other sites, and more people continue to use Amazon as a research tool. Even the company’s technological advances such as the Kindle e-reader, the Android app store and movie streaming service has set them apart from their competition.

In my own experience, my son just purchased a Kindle for my birthday recently, and not more than two-weeks later, the Kindle Fire was announced. I had already thrown most of the packaging away, but wrapped up the original one, sent it back, no questions asked and I am eagerly awaiting the new one when it is released on November 15.

When once asked what founder of Amazon Jeff Bezos thought about on his own time, he responded he was obsessed with customers and felt driven to become the most customer-centric company on the planet.  It looks as if that might be happening.

photo credit: Chrysaora