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| Here there be: good customer service!!! |
Poor customer service.
I'm a working stiff. I don't just sit on my ass writing these blogs. I do that in my free time. For me - just as it is for you, time is money. And, when I have the time to spend my money, I want to be treated like I matter.
Everybody wants to matter.
For this blog entry, I am going to give you a couple of examples of extremely poor customer service, and come right back with a pair of extremely good customer service examples.
Fair is foul, and foul is fair, right... particularly since I bastardize Shakespeare in the blog description right under the main title.
I am going to write about some Toronto area places. It may not mean anything to you living in another country, but it will help you decide if YOU are getting effective customer service or merely being served one up the butt.
I am going to write about McDonald's, Kentucky Fried Chicken (KFC) and LEGO. I actually do like all of their products. However...
Perhaps one of the worst places I have every been "served" has to be the KFC (Kentucky Fried Chicken) outlet located on Dundas just north of the Kipling train station here in good old Toronto. I know the exact location doesn't mean anything to most of you global visitors, but perhaps someone from KFC will take notice and come down with the wrath of Harland on their collective ass.
Considering Colonel Harland David Sanders was a southern gentleman (or so he appeared), it might come as a shock to discover that one of the franchises bearing his shortened kid-friendly name (KFC) has, what can only be described as, deplorable customer service.
And not just once or twice, either... but every single time my wife goes there... which I am sorry to say may be never again. Which sucks, because I do love the seven herbs and spices!
All my wife wants when she goes there is thighs. Not three or four, sometimes not even two... one will do... but at this particular restaurant that has been in the area for at least 39 years - that's how long I have lived here (and longer - I'm sure there was a Scott's Chicken Villa there as a sit-in family restaurant there before that!)... the customer is not always allowed to purchase the meal they want.
On two separate occasions different staff told my wife that it would be 10 minutes before they had her thigh (singular) ready. Fifteen minutes passed. and when my wife inquired, the staff member then went to check in at the back where the chicken is prepared and came out seconds later to state that they do not have any more thighs.
Do you offer thighs for sale at KFC? Yes. Do you always have some ready considering they seem to be a popular item? No. And that's fine. It's not acceptable, but at least I, as a consumer, understand that a popular item may sell out. But does KFC understand supply and demand? Apparently not at this store.
Now... real customer service would involve everybody coming over to apologize and to offer something for free - as a way to soothe any possible ruffled feathers. But not at this KFC! Nope. Not only did no one offer any gift certificate of free coleslaw or a bottle of pop or heck - a couple of free pieces of chicken - but no one actually offered an apology. Zip. Nada. Nothing.
KFC sucks! Or at least this store does.
Another downer of a place to visit is the McDonald's just west of the Kipling station on the south side of Dundas. In fact... it's about 200 meters west of the aforementioned KFC. Must be some sort of nexus of poor social skills.
Now... I can't say enough positive things about the friendliness of the drive-through staff who take my order. Fantastic!
No mater what, I always get a warm greeting, am asked how I am doing and even have them wait for my answer. They then ask for my order - all done with polite efficiency. I pay at the first window, and move along to the second to get my food.
And that's when it all falls apart.
The young lady who serves me doesn't say a word as she opens the window and hands me my drink. It doesn't matter that I say thank-you as she does so. There is no vocalized sound from her. No twinkling of the eyes. No smile. The drive-thru window slams shut in my face as I await the food, which does quickly comes. I know they don't want car exhaust fumes in their face - that's fine - but still... aside from physically handing me my drink, I have received no indication that I even exist in her world.
Now... was this just a solitary incident? No. I go there at least once a week, and five times in a row, I was 'lucky' enough to be served by her. Wait... it gets better...
The drive-thru window opens up again, and without even seeing if I am paying attention (I usually am), I see her arms thrust out with my bags of food. There is still no vocalization from her. Now I know she can talk because after I quickly say thank-you again (previous time was for the drink), the window is closed again... but not before I hear her yell to one of her co-workers that she is going on a break in 15 minutes.
Apparently forgotten again because she will soon have her break, I place my food on my car seat beside me and hand my son his Happy Meal. By the way, my son always likes the chicken nuggets, but not once has he ever received a dipping sauce... in fact, not once have I ever been asked if I want one or even what flavor might I want. For shame!
Regarding the non-communicative sales clerk at the drive-thru... well, I can't blame it on the cool weather now hitting Toronto. This has happened a few times before through the summer.
She's just a miserable bitch, and I hate that McDonald's.
I could hate just her, but whomever the manager is has not trained her either, and bears a load of responsibility there. Surely someone observes her interaction - or rather, lack of interaction - with the customers. Surely someone can say something, anything to make her greet the customer as though they matter.
It sucks to not matter... I mean, this is McDonald's!
I've seen some great customer service - like the uber-friendly woman at the drive through at the McDonald's in Brampton on Highway 10 just south of Steeles!
I once asked her to call her manager and told her just how impressed I was with her and her manners, and told him he should watch himself because she should be a manager there one day. He laughed and smiled and agreed with my assessment, wished me a wonderful day and said he hoped to see me again soon.
Now that was customer service. Plus... they always got my order 100% correct. Always. Fifty-two times a year. Sometimes more if I'm getting a breakfast on the way to a magazine interview!
See? This McDonald's I love. It's a pity it's not near me and even a greater pity that not all McDonald's are created equal.
That was a bad and a good description for the same company.
Now, let me mention the final good example of customer service: The LEGO store over at Sherway Gardens in Toronto.
I do go there often, and I do spend a few bucks there. Probably more than I should.
But proving that a little kindness goes a long way, the staff at this particular store are simply the best. Belinda, Geoff, Tyler, Shannon, Michael, Jason, Lisa, Randa, another Geoff ... cripes, I'm afraid I've left others out - but just know, I have received nothing but stellar support, service and friendship from every single person who works at this store!
With my 6-year-old son in tow, we visit at least once a week. Granted we are smiling and polite - but I am all the time regardless of where I am. ... but the LEGO staff are courteous beyond belief.
They come out from their break or from the back office to say hello to my son and I. We get personal service like we are best friends - and it's not just for me - though I think I do get some preferential treatment - but they are great to everyone.
My wife went into the shop before Christmas looking for a particular item for our son. My wife doesn't like crowded stores at Christmas, and she has no interest in LEGO either, so this may have been one of her first times in this shop.
The first person she sees greeted her with a smile and a hello. After a few moments of not being able to find the LEGO product I told her to get, she asked a LEGO store employee for help (taller Geoff, I believe). She said that her husband (me) may have asked that the store put away a product for us.
I've never done that, but the LEGO store employee asked what her husband's name was.
She began: "Andrew - " and didn't need to finish...
"Ohhh! Andrew and Hudson (my son)!"
My wife was flabbergasted and nodded a yes, making a mental note to lambaste me over my obviously excessive purchasing practices at this store.
While there was nothing there in my name or anywhere in the store's inventory, the LEGO employee went that extra mile.
"Let me check with our other Toronto store."
One of what we were looking for was there, it was put aside for us, and lo and behold when my wife drove out to that other store, it was indeed waiting for us allowing for our son to have a merry, if not some-what spoiled Christmas.
I can't even begin to tell you how many times I have recommended this shop to other adults! If I wanted, I could tell my friends to inform the LEGO staff they are friends of mine - but it wouldn't matter. Fast, efficient, knowledgeable, friendly service from people who like what they are doing. Kudos have to go management for looking for the right fit like a building block.
The LEGO shop in Toronto's west end rocks! Tell them you know me. Not that it matters. They know what customer service is!
Still... McDonald's and KFC... do you know what I hate?
Poor customer service.
Actually - yes they do. McDonald's is a fast-food restaurant that prides itself on its customer service. You will recall that they used to even have (and may still have in some places) SMILES for free on their in-store menu.
ReplyDeleteYou hate social people? People are social - present company excluded, I am sure. You are aware the blogs are a former of social media used by people, and by writing in you are now a social person, right? I guess you hate yourself.
You are correct. The McDonald's staff isn't there to ask you how the weather is or what you did yesterday or where you are going tomorrow. They are expected to show courtesy to the customer - and NOT just serve the food. It's called social interaction. Like saying hello to someone. Or saying please and thank-you. It's called manners. Yeesh.
Mr Joseph,
ReplyDeleteYou seem to have this fantasy that customer service is the most important thing on the face of the planet. That anyone in these places who doesn't bow at your feet and treat you like a king is a terrible person and should not have a job. EVER. Well I've got a question for you:
Why don't YOU try working in McDonalds? Why don't you try being whipped with the telephone in the very contact centres you call up to shout and bawl your head off at? Why should you be so important to the girl in McDonald's that she has to make you feel like you matter? Did it ever occur to you that you are only one of about 200 people she has to serve each day? Especially when the majority of them share the same entitled, stuck up attitude as you? When we customer service reps have to deal with this day in and day out, we get pretty sick off it. And by the way, the fact that you get worked up about the fact that you weren't asked if you wanted a dipping sauce is rather sad. The fact that you know all of the staff in the LEGO store by name is even sadder.
Personally, I've worked in customer facing jobs since I was 16. I currently work as an e-mail agent for an outsourcing company called teleperformance (you may have heard of them, they have offices all over the world) in the John Lewis project. I'm also expected to take calls when all the people on the phones get swamped, but I suppose I still have easy.
But anyway, I'm going off track here. What I mean to say is that you people seem to have utterly no concern for the shit we have to deal with on a day to basis. We have to deal with people who through a tantrum because there order was delivered a day late, to which I generally think "Dry your eyes". Sometimes, things go wrong. It's a part of life. Please deal with it and stop moaning.
I actually quite like it when I get e-mails from people like you. I like it even more when people demand compensation for a late delivery on an order that cost £60 purely because I take great pleasure in telling them (very diplomatically) to get lost. My reply to this, after a sincere apology, is generally as follows.
"As stated in our terms & conditions under 'Limitation of Liability', we do not cover economic losses (such as loss of earnings, revenue and expenses incurred). Our financial apology is a non-obligatory gesture for customers who have been greatly inconvenienced. Taking this and the fact that you were not charged for delivery into account, I am not prepared to offer you a financial gesture."
I love sending e-mails like that. I suppose it is rather sad that I typed that from memory, but then again, I do type it every day. As is the same with customers, there's alot you can get away with when people don't know what you look like. If that makes me a coward, then call me a coward.
So, all that being said, I'll tell you why there is such a thing as poor customer service.
Because most customer service reps think you're a miserable bitch too.
Kind regards
Nicky
Nicky... I have worked at Toys R Us. I have worked for the Brewers Retail (look it up). I have done door-to-door sales. I have been a newspaper reporter. I am a writer and I get to deal with people every day. I have been a piano teacher. A soccer coach for eight years. I have dealt with people. And I do it well. Better than some of the miserable people I have dealt with.
DeleteAnd... if you look at how I also described the great service from other folks who work at McDonalds and the LEGO store, you'll know I appreciate the fine customer service they provide day in and day out. The good ones at the McDonalds drive thru don't just do it for me... they do it for everyone else.
And... for the record... I have also worked in a call center. So don't try and bullshit me, Nicky. I've done it. I've done it well. Very well. It's called treating people with respect. If you can't do that properly, you are in the wrong effing business. Get out of customer service.
I enjoy customer service. I enjoy talking to people. I enjoy trying to do my job the best I possibly can... and if that means I have treat people with respect, I do it. Not because I have to. But because I want to.
Granted... many people who talk to 'workers' do so with a crappy attitude... I've heard people talk rudely to people in customer service. It's disgraceful. However, despite having to deal with some assholes, people in customer service need to remember that they are there to provide customer service. Customer. Service. So you need to do it with manners. Aplomb. To make yourself and you company look in the best light possible.
I've been angry when I've talked to people in customer service. And I've seen their professionalism. However... this isn't "You KNow What I LOve"... and maybe there should be a site devoted to great things like that... but this is about those people and companies that do NOT provide customer service.
Next in line, please.
We should all find different examples on how to provide a good customer service to our clients.
ReplyDelete