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.

More Southern hospitality

Living in the Mid Atlantic region you’re not really in the north or the south and sometimes it depends on who’s asking. If you live in a metro area you are more accustomed to a fast paced lifestyle. You get use to it. Not sure if it’s the pace or living in zip codes instead of actual towns, but when you leave the hustle of the Washington metro area heading south there is a marked increase in hospitality and friendliness. I wrote on this topic once  before (Southern hospitality June 2016) and it was noticed again on two separate trips this year. Maybe being from out of town you expect to be treated as such or maybe there is a real difference. Whatever the reason, it is welcomed and why we enjoy traveling thru the South.

Hospitable

While in Alabama near the Georgia line and always on the lookout for BBQ, we came across a little place not much bigger than a shack, but on a late Sunday morning the place was packed. We stopped for some take out and the bill came to $15.10. All I had on me was $20 and other bills. Not wanting to short this small business a dime I told the cashier I’d have to run out to the car. There was a nice older lady waiting for her order near the register. She immediately spoke up and offered a dime to cover me.

Now this wasn’t a great act of kindness that will save mankind. It was only a dime. However, everyone seemed to know each other. I’m sure I was pegged for an out of towner. This lady didn’t need to say a word. But she spoke up and opened her purse. Probably, “A had to be there” moment, but it was very touching. And the BBQ was excellent! What made it for me was the Georgia style mustard BBQ sauce, which I had fallen in love with on an earlier trip to the area and seek out whenever I’m in the Deep South. But this isn’t a food blog.

The second trip took us through the Carolinas and did not disappoint. Everyone we came across was astonishingly friendly. People speak to you when passing-wish you a good day-Cashiers, clerks, hotel employees, everyone.

Visiting an antique store in North Carolina we were greeted by a friendly proprietor that was not extraordinary, especially with the theme of this blog. But what was surprising was his willingness to get out from behind the counter, engage us in conversation, and point out the different collections within the store. The openness and hospitality to strangers that we come across again and again. Now I’ll give him a bit of salesmanship, I mean why not be friendly and show people around. Only going to increase sales. But we have been in plenty of stores, similar and otherwise, where the clerks/managers/owners could care less. You’re lucky of they make eye contact.

During our visit we came across another shopper. He was looking around just like us. After a few excuse me’s and pardon me’s (small store) we began commenting on what each other was examining. A chat started and for the next ten minutes we had the most enjoyable conversation with the gentleman. We parted with a hardy handshake, a God Bless, and safe travels.

To top off our visit, the proprietor had learned we were passing through on the way North. He wanted to make sure that we knew about the gasoline shortage. (Having disconnected for a few days we completely missed the Alabama pipeline leak that was affecting the entire South) Stations were running out of gas and he encouraged us to top off before leaving town, giving us a few suggestions on which stations still had gas.

I texted a friend who was vacationing in South Carolina at the time to make sure he knew about the gas shortages. He replied that he did, receiving the information from a friendly southerner the same as me. “Amazing”, he wrote. “can’t see that happening at home”

Sunday in the south

Several years ago we had just gotten off the interstate in North Carolina, checked in to our hotel, and went looking for dinner in the nearest town. Unfamiliar with the area we thought that what was once a thriving town had been denigrated by the loss of industry or a box store shopping center. The town looked like it had some business but every thing was closed, no one around.

Then it finally hit us. It was Sunday evening, in a small town, in the South. Nothing was happening or was it going to happen. But that was OK. It’s refreshing to come across old time values. Take a moment to slow down and observe the day of rest.

Well, we fell for it again. The night before visiting the aforementioned antique store we did some exploring for what we might do the next morning. Again, the town looked deserted. Nothing open, no one out and about. Save for the few people you saw sitting on their porches enjoying the unseasonably cool summer evening. Wondering what had sucked the life out of the town we came back to our initial finding-Sunday in the South. It’s just the way it is.

We could all take a few lessons from these experiences. Wave and say hi to strangers. Take a break on Sunday. The world might just be a better place.

Southern hospitality

Whenever we travel to the southwest part of Virginia, we are always amazed at the friendliness and hospitality encountered from employees at almost all businesses.

This was even more evident on a recent trip to Charlottesville. Shopping at an antique store in Ruckersville we had a nice conversation with the cashier. As expected, he was polite and friendly. We learned that he knew a little about where we were from in Maryland and even had some connections to the area. Telling him about our weekend plans he graciously made some suggestions on what we should do and see on the way to Charlottesville. He told us about an alternative route that had more antique stores, vineyards, restaurants, and an overall nice road for scenery. He asked about our tastes and suggested the stores and restaurants we may enjoy visiting.

The suggestions did not disappoint. At each location we stopped we told them how our original “guide” told us about their business. They in turn suggested other businesses we would enjoy visiting. All of these were a few miles apart and it wasn’t apparent that they had any relation to each other-Just businesses helping each other.

It’s easy to forget about the golden rule sometimes, especially in the impersonal world of business. It was such a pleasure to be a stranger and greeted with such hospitality. But to see individual businesses, some that would be competitors, freely offering suggestions to travelers was a refreshing surprise. We never would have had this experience had we continued on the main highway, missing this little detour. Now it is go to route to Charlottesville.

The hospitality didn’t end en route but continued once we arrived in Charlottesville. We love the pedestrian mall on Main Street. Parking isn’t hard to find but can be tricky with restrictions and meters. Finding a pay lot with no meters and no one in the pay booth, it was difficult to discern the process from the posted signs, as they directed you to pay at the booth. Not wanting to get a hefty ticket or worse, towed, we must have looked a little bewildered. A gentleman leaving the lot noticed us, pulled up, and rolled down his window. He immediately recognized our problem and told us that after a certain hour the booth is closed and there was no reason to pay. But just in case, he gave us a business card and told us that we could use him as a reference since he worked in the adjacent building. We thanked him and he drove off.  We parked. Enjoyed Main Street. And returned to an unflagged car.

Southern hospitality exemplified.