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.

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Employee monitoring

German clockmaker Peter Henlein developed a clock that could be worn around one’s neck in the early 1500’s. Called the Nuremberg Egg, the device had a miniature torsion pendulum and coil spring that allowed it to keep fairly accurate time. Since then humans have been obsessed with wearable devices to provide feedback and information on everything from the time to the weather to biometric data. Today’s technology adds the ability to track the device and by association the wearer.

GPS

GPS technology hit the public aviation sector in the 1980’s. In the 1990’s automakers began installing GPS navigation services in their vehicles. Once navigational systems were installed it was a short leap to use the GPS data to track where the vehicle had been by downloading the data. The next step was live tracking of the vehicle, which is commonplace today for most fleet operations and emergency services. The miniaturization of the technology allowed GPS services to be installed in phones and wearable devices.

Businesses have been tracking their fleets for some time. Not only as an accountability measure but also as a way to collect and analyze data to improve routes. In the last several years, companies have been using GPS data from Smartphone’s to track employee locations. Most recently, companies have been issuing employee wearable devices that not only track their location but also performance and sometimes health data.

Wearable devices have become a $15 billion a year market, mostly charged by the introduction of the Fitbit in 2009 and the Apple watch in 2015. As with fleet tracking, business is not missing out on the ability to track employees.

Managers can monitor employee location and production to better understand the needs of the workplace. Studies have shown that employees that are tracked do have better performance. There have been myriad studies over the years that suggest workers perform better not because of new technologies but because they are being watched. Which overall benefits the company.

Legal?

There are legal concerns that have been raised, such as invasion of privacy regarding intrusiveness into the employee’s activities and health data. Some of the devices allow the monitors to see biometric data, which could reveal an employee health issue violating privacy laws.

As the courts and laws catch up with technology the question of legality can be gray. Like phone call/text data and location, data from tracking devices are becoming the status quo for evidence collection. Data from tracking devices have been used for years in auto collision court cases. Personal fitness wearable device data has just recently been introduced to the courts in personal injury cases and police investigations.

Most of the questions arise regarding invasion of privacy, especially outside of the workplace. Company owned vehicles, so far, appear to be legal to install GPS devices and track. However, when a company puts a device on an employee’s personal vehicle it gets trickier. Even company owned vehicles could be targeted as any issue or law can be questioned in court.

Company owned Smartphones seem to fall in the category of the vehicles regarding privacy. Employees don’t have much of a case until the employer requires the use of the phone out side of the workplace, during the employee’s personal time.

Wearable devices issued by a company to employees have not yet been used in a court case. Anytime data is being collected, it is only a matter of time before one party uses the data against the other. Whether it is company v. employee or vice versa.

As with any company policy, how the employees are informed of the policy and how it is implemented goes a long way in keeping the business out of court. As cases start to go through the courts and company policy is examined, the court decisions will affect how policy is shaped from thereon. Simply, one bad policy or managerial decision can change the landscape for everyone.

Worker’s rights advocates will be watching the use of wearable technology in the workplace. As with any new rule of law or technological application businesses should be cautious to jump on the bandwagon until they have thoroughly researched the use of such devices and the end goals for collecting the data.