Customer Service
While we aren't yet at the New Year, 2010 will be the year of increased focus on customer service. I think we all realize that our customers are the most important aspect of our business. Not only do they provide the revenue that keep us afloat, they can also provide us with the guidance we need to decide how to allocate our resources.
One of our employees passed on this email the other day, and I thought it was a great example of the importance of customer service.
Before I left to for my errands, Sprint had me pretty wound up (you all probably heard). I called Applebee's and spoke to a pleasant, 12-year old sounding young woman (Ashley) who took my order and info, told me exactly how much my order would be and at exactly what time the order would be ready. She politely instructed me as to where I should park, what her name was, and that she would be happy to bring that out to my car.
Well...bla bla bla, I was still upset at Sprint, so walking out to my car I actually thought about calling and canceling my order and not going to Home Depot for the tree - cuz I was just mad that Sprint shows me as having a past-due amount when my online bank statement shows the payment in question has cleared.
AAAAAAny way....I got in the car, turned up the music, sang along with Kelly Clarkson, glared at a few irresponsible drivers on my way to the appropriate parking stall at Applebee's. Out bounces Ashley - looking all of 12 - and she says you must be the person who called, I could tell by the cool car. She gave me my order, reminded me of the amount, which I had cash (+tip), and she says I'll be right back with your change. I told her no need for change and she said OK then here is your receipt...I decorated it for you (all excited)! She told me to enjoy my lunch and she bounced back into the restaurant. I adjusted my bag of food on the front seat and realized she had decorated my bag w/my name and a big THANK YOU and a smiley face.
Wow...now that was customer service! I really felt like she meant it when she told me to "enjoy my lunch."
But wait! There's more....
So, I head over to Home Depot - busy parking lot, hoping to park close in case the rain really started coming down. No such luck finding a close parking space. I hustle in...still kinda mad at Sprint, but smiling because of Ashley. Then, the Home Depot Greeter catches me at the door..."Hi, can I help you find something?" I pointed to the Christmas area. She stepped aside and told me to let her know if I needed any help. She saw me struggling with the box and asked if I needed a cart, of course I said no. She quietly left and came back with a cart, grabbed the box from me and put it in the cart. She said, "there, now you can keep looking ." She shared a story with me about buying a discounted tree for her mother last year and that she hoped to get one for herself this year. Again, very pleasant, not over the top or annoying. She told me to have a good day as I left her area.
I got over to the self-check area and was fighting with the box to get the UPC Code in the right position so I could scan the box - and a checker came running towards me saying, "ma'am, ma'am, ma'am, I got'cha, put the box down."...she was pointing a scanner gun at me. In one motion, she scanned the box and placed back down in the cart, instructed me scan my card, push the finish button and wheeled me to the door. She, too, wished me a good day.
Two young men gathering carts in the parking lot asked me if I needed any help...of course I told them no. They told me to holler if I did need help getting the box in the car. I managed to get the box in the car all by myself...imagine that.
I practically skipped back to the car. How could I be mad at Sprint when everyone else was being so helpful and kind.
It appeared to me these employees were thrilled to be at "work." Again, I say, imagine that.
Guess I should call back to Applebee's and Home Depot and tell the on-duty managers about their employees that gave excellent customer service.
A great reminder of what a difference we can make in the lives of others.
One of our employees passed on this email the other day, and I thought it was a great example of the importance of customer service.
Before I left to for my errands, Sprint had me pretty wound up (you all probably heard). I called Applebee's and spoke to a pleasant, 12-year old sounding young woman (Ashley) who took my order and info, told me exactly how much my order would be and at exactly what time the order would be ready. She politely instructed me as to where I should park, what her name was, and that she would be happy to bring that out to my car.
Well...bla bla bla, I was still upset at Sprint, so walking out to my car I actually thought about calling and canceling my order and not going to Home Depot for the tree - cuz I was just mad that Sprint shows me as having a past-due amount when my online bank statement shows the payment in question has cleared.
AAAAAAny way....I got in the car, turned up the music, sang along with Kelly Clarkson, glared at a few irresponsible drivers on my way to the appropriate parking stall at Applebee's. Out bounces Ashley - looking all of 12 - and she says you must be the person who called, I could tell by the cool car. She gave me my order, reminded me of the amount, which I had cash (+tip), and she says I'll be right back with your change. I told her no need for change and she said OK then here is your receipt...I decorated it for you (all excited)! She told me to enjoy my lunch and she bounced back into the restaurant. I adjusted my bag of food on the front seat and realized she had decorated my bag w/my name and a big THANK YOU and a smiley face.
Wow...now that was customer service! I really felt like she meant it when she told me to "enjoy my lunch."
But wait! There's more....
So, I head over to Home Depot - busy parking lot, hoping to park close in case the rain really started coming down. No such luck finding a close parking space. I hustle in...still kinda mad at Sprint, but smiling because of Ashley. Then, the Home Depot Greeter catches me at the door..."Hi, can I help you find something?" I pointed to the Christmas area. She stepped aside and told me to let her know if I needed any help. She saw me struggling with the box and asked if I needed a cart, of course I said no. She quietly left and came back with a cart, grabbed the box from me and put it in the cart. She said, "there, now you can keep looking ." She shared a story with me about buying a discounted tree for her mother last year and that she hoped to get one for herself this year. Again, very pleasant, not over the top or annoying. She told me to have a good day as I left her area.
I got over to the self-check area and was fighting with the box to get the UPC Code in the right position so I could scan the box - and a checker came running towards me saying, "ma'am, ma'am, ma'am, I got'cha, put the box down."...she was pointing a scanner gun at me. In one motion, she scanned the box and placed back down in the cart, instructed me scan my card, push the finish button and wheeled me to the door. She, too, wished me a good day.
Two young men gathering carts in the parking lot asked me if I needed any help...of course I told them no. They told me to holler if I did need help getting the box in the car. I managed to get the box in the car all by myself...imagine that.
I practically skipped back to the car. How could I be mad at Sprint when everyone else was being so helpful and kind.
It appeared to me these employees were thrilled to be at "work." Again, I say, imagine that.
Guess I should call back to Applebee's and Home Depot and tell the on-duty managers about their employees that gave excellent customer service.
A great reminder of what a difference we can make in the lives of others.
Labels: Community Based Government
posted by City Manager @ 5:11 AM
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