I’m in your way (Customer Service)

Nothing seemed to go with the topic...So why not a chicken.

A simple choice of words can make a big difference in customer service.  Not how the customer is spoken to, but the choice of words used by the employee and how the customer hears those words. Here are a few examples.

Over the last couple of months, I had the opportunity to place orders with a box hardware store to be picked up at the store. The first experience I was in the area and although before the scheduled pick up date thought I’d stop in and see if the item was ready. Being a pop in I didn’t have the order number but figured the order could be found through a search of the name, phone number, etc. I approached the in-store pickup desk and was greeted by the employee-friendly enough. I explained I wanted to check if an order had come in. The employee asked for the order number. When I said I didn’t have it I was told that the order could not be found without the order number. Not receiving a “Your order is ready for pick up” email, I decided it wasn’t worth the effort at this time. I returned at the proper time, with the order number, and received the product. I related this because of the second in-store pickup experience.

This time I waited until the order was ready for pick up notification. I arrived at the store, order number in hand, was greeted at the pickup desk and explained I had an order for pick up. The employee responded, “Let me see what I can find”. Which implied that my order could be searched in a variety of fashions. I explained my earlier experience and complimented the employee. Just a simple choice of words within a greeting provided options to customers.  How something is communicated can make a huge difference in a customer’s experience. 

Noticing more ants than I wished to notice roaming about I called the pest company with whom we have a service contract. Meaning they are supposed to respond pretty quickly to pest issues. I’m met with the standard directory tree of press ones, twos, and threes. Finally reaching my destination I am greeted with, “All customer service representatives are busy at the moment, your call is important to us, please listen to some catchy music while you wait”.  As I begin to get the rhythm of whatever 90’s classic has been turned instrumental, a pleasant voice interrupts my musical interlude. She explains that all the operators are busy and maybe for some time. I may leave a call back number and they will return my call within 24 to 48 hours. 48 hours!! I have ants now! I wanted to say but didn’t. 

Just as I begin to work up a response, she adds, “OR you could call back in a few minutes, there should be someone available”. Now I’m sure the “leave a message” bit was what was supposed to be told to the customer. But this operator, in one sentence and unbeknownst to her, defused my ire. Taking the effort and time to spend two more seconds on the phone made for a content customer. She didn’t have to give me the added tip but she went out of her way to do so.  I made sure to point this out and compliment her for her customer service skills.

I hung up. Waited a few minutes. Called back and got right through, making my appointment for the next day.

On a recent trip to a Disney resort, we had an encounter with an employee that really hit the nail for what Disney customer service is all about. The employee, or cast member as they’re called, was cleaning around a trashcan near stairs. It was difficult to get to the stairs without intruding on the workspace. We excused ourselves and apologized for being in the way. The cast member quickly said that it was not a problem and it was he that was in our way. 

A little comment that could quickly be forgotten. But the more I thought about it the more I realized that that attitude is what makes visiting a Disney resort so great, The cast members are there to make sure you have the greatest experience possible. Everyone is quick with a smile, hello, and what can they do for you.

Building on the “I’m in your way” comment, I was recently in a small mom and pop type store. One of the employees was moving some merchandise with a hand truck and had to pass by. I apologized for being in the way and stepped aside. He said, “Don’t apologize. You’re the one with the money”.

Whether it is a friendly smile or an upbeat verbal greeting, how employees interact with customers is a significant reflection on your business. Cordial greetings could help put an irate customer at ease. Empathy with the customer’s needs and reassurance can diffuse bad experiences. Lee Cockerell, former Executive Vice President of Operations for the Walt Disney World Resort, says the customer isn’t always right, but they are the customer.

Refer to our blog archive for more posts on Customer Service. Please share.

Privacy access

Responding to privacy concerns and the EU’s restrictive privacy legislation, Apple launched a new portal on October 17, 2018, that allows users to see what kind of data Apple is collecting and storing. The portal has been available in Europe since May 2018. The portal provides users with a report on tracked data such as App store purchases, support history, calendars, photos, documents, and browser bookmarks.

To access the portal follow these steps.

Go to  https://privacy.apple.com/

Sign in with your Apple ID. You may be asked to authenticate the sign in.

You will then be presented with this page

Under the heading, Get a copy of your data, Click on Get Started

You can then select which data you wish to download or you can select all. Keeping in mind that the more or less you select will affect file size and download time.

Google also has an option to download your data. Access by signing in to your Google account.

After signing in, in the top right, click on the checkerboard symbol and receive this drop down

Click on Account. Under the section Personal info & privacy, click Manage your Google activity

Scroll down to Control Your Content and click on CREATE ARCHIVE under Download your Data. 

The next page, select the data you wish to download.

Refer to the blog archive for more articles on privacy and security.

Seasonal hires

Hiring seasonal workers may be more difficult this season. With wages increasing and applicants looking for better benefits and long-term employment, you may have to change your tactics.

CNBC reported that while job openings are on pace with last year, lower unemployment rates mean that there are fewer people to fill those openings. There appear to be twice as many openings as applicants. Leaving many retailers shorthanded as a booming economy sends shoppers out in full force this holiday season. 

You will be fighting for the same applicants as the mall retailers and bigger corporations. Some of the big names like Kohl’s, Target, and Macy’s began seasonal hiring campaigns as early June. They are also raising wages and offering bonuses similar to those afforded permanent employees. You may need to do more than put a sign in the window.

Think about what makes your business unique over your competition, including those vying for the same applicants. Don’t be so prideful as not to negotiate. These are different hiring times and a new generation of workers. Just because it’s seasonal and may not be permanent doesn’t mean you will have to put in an effort. Applicants looking for seasonal work have too many options and may use that against you in negotiating a position and benefits. 

Monster suggests these five tips for seasonal hiring.

Hire your customers- They already love your brand, why not offer them a job

Start hiring efforts before the competition

Write specific job descriptions-The company, the skills, attitude, schedule, incentives

Ask existing employees for referrals

Attract retirees

As a job seeker, you should take in all that is offered and draw comparisons between employers. Don’t jump at the first offer. Employers need to be aware of their competition and find ways to be more attractive to a smaller pool of applicants. 

Good luck and Happy hunting!

Caller ID and smoke alarms and guns...Oh my! New Maryland laws

Maryland laws passed in the 2018 session are set to go into effect October 1, 2018. Most notably gun control laws and an expansion of the Move Over law. 

Disclosing Sexual Harassment in the Workplace

Employers who enforce or attempt to enforce a policy that restricts disclosing sexual harassment shall be liable for the employee’s attorneys fees. Also, on it before July 1, 2020, employers with fifty or more employees must submit a Sexual  Harassment Survey to the Maryland Commission on Civil Rights. 

Caller ID Spoofing Ban
The law prohibits masking caller identification information when contacting an individual in Maryland with the intent to defraud, harass, cause harm to, or wrongfully obtain something of value from another. 

Smoke Alarms

All residences in the state were required to switch over from battery-operated smoke alarms to tamper-resistant detectors. Starting Oct. 1, 2018, the state will begin enforcing the law.

Move Over

The Move Over law expands from emergency vehicles to include transportation, service, and utility vehicles, as well as waste and recycling trucks, with yellow or amber flashing lights or signal devices activated.

Gun

Red flag law enables families and law enforcement to ask courts for an order to temporarily restrict firearms from people found to be a risk to themselves or others.

Bump stocks are banned in the state. The devices increase a semi-automatic rifle's firing rate to a facsimile of automatic fire. 

Convicted domestic abusers are required to surrender guns to law enforcement or a firearms dealer.