IS THIS THE YING AND THE YANG?

Lunch time, well not really. I didn’t get to lunch last week until 3pm because of computer problems. I went to the ‘famous’ computer store…. they were polite, made you feel like you were the only person in the store. My technician called me by name, shook my hand, and smiled while welcoming me to the store. This is a good day.

Now, about lunch, I was starving and decided to go to a restaurant where I could sit outside. I waited and waited and waited at least 15 minutes. Finally, a bus boy arrived and said, “Are you being waited on?” I told him I hadn’t been. “Well, let me at least get you water.” He came with the water and told me that my server would be here momentarily. She finally arrived and I’m starting to feel the affects of starvation. I tell her that I would like to order a chicken cheesesteak but that I’m gluten free and I’ve eaten here before and they have gluten free bread. She says, “Well we don’t have buns all the time.” I reply, “That’s okay, what do you have?” She says, “We only keep a limited supply of the gluten free bread so I’m not sure we will have it.” PAUSE – PAUSE, I ask her to check and I get the evil eye. Obviously, she had her lazy shoes on because she did not want to go inside to check. But she goes in and then tells me we have two buns left and I tell her I only need one. Finally, she brings lunch and it was delicious. When I ask if Jane (a friend of mine) was working today, she begins to perk up. Yes, she is! When she came back to check on me, asks if I need anything else, do I want dessert? Are you ready for the check? She now decided to give me the, ‘you’re about to pay smile.’ Oh well, another customer service fail.

Today, I have to get my mom a new purse, I went to Kohl’s in Allentown, pick out the purse go to the register after having no less than two people asking me if they can help me. At the register I find Miss Personality working today. Wow, what a difference! She’s helpful smiling, courteous, and asks me if I’d like to join a rewards program. I forgot my credit card, “No problem, I would be happy to assist with that.” During the purchase her register shuts down and I get a big apology but she doesn’t miss a beat and runs to another register to finish the transaction. See you again soon!

Three Customer Service Lessons

1. Beware of the customer service scams, when the waitress or waiter isn’t nice until the check comes. And then you decide whether she or he earned the tip.
2. Be sure to thank the person who does an extraordinary job and has great customer service skills and frequent that store, restaurant, or establishment.
3. I think the initial greeting says its all, if there is an attitude, no smile and a ‘you are bothering me attitude’…. JUST SAY NO!

Carol is a Motivational Speaker, Executive Coach, Fundraising Strategist, Social Media Quarterback and Small Business Advisor. She is Lehigh Valley’s sought after consultant who assists organizations with results driven growth. Her strategies can be easily adapted to a for profit or non-profit environment. Carol specializes in high impact leadership, million dollar fundraising, smash the box marketing, and creating word of mouth epidemics for her clients. Visit Carol’s website at www.caroltalks.com and “LIKE” Carol at Caroltalks on Facebook. Carol S. Ritter, Past President, National Speakers Association Philadelphia and past board chair for St. Luke’s University Hospital Visiting Nurses Association & Hospice.

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