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Casual Articles - Can Your Business Systems Handle Creative Customer Service?
Chapter 10 of 14 A guide to your demographics and your endorser.It should go without saying, but pick the wrong celebrity endorser and your promotion will be doomed from the start. It takes a careful eye and some intuition to know when you have the perfect match. You must always keep in mind who your customer is and how receptive they will be to the celebrity endorser. Most of this is based on logic but sometimes it can take you to the limit in terms of creativity…cutting edge or edgy promotions are all the rage. However, if you find yourself ventur
I took that opportunity with him (and the teenage girl taking my order) to say that their employer should not make it difficult for them to serve customers and to fulfill a simple special request. I acknowledged that I understood the computer stood in their way and the systems in place were sometim
Why outsource your payroll?There was a time that a business payroll was handing out cash at the end of the day. That time is long gone. Payroll, payroll record keeping, payroll tax reporting has become both complex and full of traps for the unwary or uneducated. The process can be very time consuming and expensive. By outsourcing your payroll processing you are avoiding risks and taking advantage of all the advances in technology to save time and money.Save TimeUsing a payroll outsourcing provider will save you time. Particularly an internet pa
The girl behind the counter looked at the cash register/computer with a furrowed brow as she tried to figure out how to take my order. Next, she conferred with two other teenage employees who were behind her making sundaes and other ice cream concoctions. There was much whispering. After about 30 seconds she returned to the counter and said to me, "We can't do that. Our computer won't let us."
Your computer won't let you?
"Yeah," she replied. "We can make a chocolate sundae or a caramel sundae or a marshmallow sundae. But not a mixture. The computer doesn't know how to do that. Unless you want to be charged for extra topping."
I don't want extra. I just want a little of each; say, 1/3 of a serving of each.
(By now I realized they needed a little help solving their customer service problem, and since they were kids, I thought it would be fun.)
Why don't you just ring it up as a chocolate sundae but then give me 1/3 of each of those toppings?
She thought for a moment and said, "Just a minute," and then conferred with a third teenage boy. This boy came out from behind the back counter to check what I wanted personally, and then said he would do it. He added, "If the other manager was here today, I'd get chewed out for making your special request, though."
I took that opportunity with him (and the teenage girl taking my order) to say that their employer should not make it difficult for them to serve customers and to fulfill a simple special request. I acknowledged that I understood the computer stood in their way and the systems in place were sometim
Whenever we go out to eat what we look for the most after good food is the customer service. Most of the people prefer to eat at places where they like the customer service as when we go to eat outside then we are overwhelmed by good service to get that special feel. The customer service is therefore very important for a hotel or any other establishment if it want to survive in this competitive world. Customer service is not an easy job as you have to deal with stressful and thankless business sometimes. I have experience of eight years in this industry and all t
The girl behind the counter looked at the cash register/computer with a furrowed brow as she tried to figure out how to take my order. Next, she conferred with two other teenage employees who were behind her making sundaes and other ice cream concoctions. There was much whispering. After about 30 seconds she returned to the counter and said to me, "We can't do that. Our computer won't let us."
Your computer won't let you?
"Yeah," she replied. "We can make a chocolate sundae or a caramel sundae or a marshmallow sundae. But not a mixture. The computer doesn't know how to do that. Unless you want to be charged for extra topping."
I don't want extra. I just want a little of each; say, 1/3 of a serving of each.
(By now I realized they needed a little help solving their customer service problem, and since they were kids, I thought it would be fun.)
Why don't you just ring it up as a chocolate sundae but then give me 1/3 of each of those toppings?
She thought for a moment and said, "Just a minute," and then conferred with a third teenage boy. This boy came out from behind the back counter to check what I wanted personally, and then said he would do it. He added, "If the other manager was here today, I'd get chewed out for making your special request, though."
I took that opportunity with him (and the teenage girl taking my order) to say that their employer should not make it difficult for them to serve customers and to fulfill a simple special request. I acknowledged that I understood the computer stood in their way and the systems in place were sometim
If you traveled to a remote island and had to take some non-alcoholic beverage, would you prefer an unknown brand taken by the natives to Coca-Cola?If you're like me, I'll insist on something I am conversant with.All over the world, Coca-Cola is known. People have come to trust their products. I guess if some folks travel to another planet and see a bottle of Coca-Cola they'll pop it open without asking questions.Why that level of trust?Coca-Cola is a worldwide brand. People have been so bombarded with adverts about Coca-Cola that they j
Your computer won't let you?
"Yeah," she replied. "We can make a chocolate sundae or a caramel sundae or a marshmallow sundae. But not a mixture. The computer doesn't know how to do that. Unless you want to be charged for extra topping."
I don't want extra. I just want a little of each; say, 1/3 of a serving of each.
(By now I realized they needed a little help solving their customer service problem, and since they were kids, I thought it would be fun.)
Why don't you just ring it up as a chocolate sundae but then give me 1/3 of each of those toppings?
She thought for a moment and said, "Just a minute," and then conferred with a third teenage boy. This boy came out from behind the back counter to check what I wanted personally, and then said he would do it. He added, "If the other manager was here today, I'd get chewed out for making your special request, though."
I took that opportunity with him (and the teenage girl taking my order) to say that their employer should not make it difficult for them to serve customers and to fulfill a simple special request. I acknowledged that I understood the computer stood in their way and the systems in place were sometim
Affiliate - the buzz word of the internet. But what is an affiliate? Why would you choose to become one? How do you make money? Is there a capital outlay to become an affiliate?Lets start at the beginning - I want you to seriously consider these questions before reading on.1. Are you looking for another way to earn money?2. Are you willing to spend a minimum of 1 hour a day on the computer?3. Are you willing to learn?If you answered yes to one or more of these questions you need to understand affiliate marketing.What I am g
Why don't you just ring it up as a chocolate sundae but then give me 1/3 of each of those toppings?
She thought for a moment and said, "Just a minute," and then conferred with a third teenage boy. This boy came out from behind the back counter to check what I wanted personally, and then said he would do it. He added, "If the other manager was here today, I'd get chewed out for making your special request, though."
I took that opportunity with him (and the teenage girl taking my order) to say that their employer should not make it difficult for them to serve customers and to fulfill a simple special request. I acknowledged that I understood the computer stood in their way and the systems in place were sometim
What happens when a board of director of a company with half a million employees starts leaking company secrets and strategy to the press? Well, in the case of HP, they decided to oust the CEO, when the board of director was caught thru looking at his phone records. The board of director who gave out the information costs the shareholders millions of dollars in shareholders equity due to negative press.The CEO has amongst here job the duty to protect shareholders value. And yet the CEO, Mrs. Dunn, was ousted from the company, rather than dealing with the cri
I took that opportunity with him (and the teenage girl taking my order) to say that their employer should not make it difficult for them to serve customers and to fulfill a simple special request. I acknowledged that I understood the computer stood in their way and the systems in place were sometimes a stumbling block (even though the systems were intended to help). They both seemed relieved that I was not taking it out on them.
The young man commented that stores like theirs were set up to charge customers more money for extra anything. I told him that charging extra for extra is fine. In my case, though, I didn't want extra. He then had an "ah-ha!" moment and replied, "Right! You want the equivalent of one serving coming from 3 toppings." So I got my chocolate, caramel, marshmallow sundae. Then I moved out of the way so that they could wait on all the other people who were lined up behind me.
The dairy computer got in the way of these employees so much that they could not problem-solve until I helped them do it.
The funny thing is that I remember watching a Candid Camera show about three or four years earlier that took place in one of these dairy's stores. In the bit, the Candid Camera actress worked behind the counter with dairy employees telling customers that all they had at the store that day was vanilla: vanilla with vanilla with vanilla. She totally messed with the customers. She didn't need a computer to tell her anything. Once the bit was exposed, they gave the customers anything they wanted.
If the dairy could be so creative as to work with Candid Camera on some customer shtick, surely they can be more creative when it comes to fulfilling simple requests from customers, right?
For any business, the bottom line is that if your employees feel that they cannot serve your customers because your systems will not allow them to do so, you may lose customers.
Therefore, set up systems that are
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