I’m sitting on the beach in Punta Cana with my wife as I notice several tourists parasailing over the blue waters off the Dominican Republic coast. I...
Tagged: customer centric
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Mistakes Could Hurt Your Reputation, However, Admit Them Immediately & Make It Right With Your Customers
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My wife and daughter and I attended a fall event last year at the Greenbelt Cultural Center in North Chicago, sponsored by the School of the Art Institute of Chicago. It was a nice event, they had counselors and representatives from the School of the A…
DON’T GET TOO CLOSE TO THE FOOD AT THE LIBERTYVILLE CHIPOTLE
So I got yelled at the other day by the kitchen manager because I leaned over the counter and pointed at the food in the Chipotle restaurant in downtown Libertyville. Mind you, I was still a few feet away from the actual food although without any ingredient labels, what was a Chipotle Burrito lover to do in creating the ultimate sandwich?
You see, even though I enjoy Chipotle, for whatever reason, I’m not a regular so when it comes to determining what I want on my tacos or burritos, somehow, I need ingredient labels for assistance. Without signage, I revert to pointing which is contrary to restaurant policy especially if you lean over towards the food as you point. And the way the Chipotle Grill is designed in Libertyville with a lack of a barrier between the customers and how the ingredients are displayed, customers who are not vertically challenged may sometimes accidentally lean over and point at the food. Again, I learned, a big “no no.”
I’m all for hygiene and adhering to restaurant guidelines so for future visits to this Chipotle, I will certainly be cognizant about not getting close to the food and pointing. Oh yeah, and using my words (including adjectives) to specify what ingredients will comprise my ultimate sandwich.
Having said that, I’m wondering if this interaction could have been handled differently. The kitchen manager loudly told me not to reach over and point at the food. It was the first time I was ever scolded for pointing at restaurant food. I was more shocked than embarrassed as my intent was really benign, just trying to customize my burrito. Perhaps she could have taken me aside and mentioned this to me? Customer centric?
After the verbal reprimand, I constructively asked her if it was possible to include an ingredient list so I would not have to point. Seconds later, she just walked away as she was not interested in my suggestions. Perhaps she was not interested in addressing the issue, but rather just do her job by ensuring the food stay pure with proper hygiene. I understand she has a job to do, however, being a representative of the restaurant, she could have “heard me out” and told me she’d submit my suggestion to the store manager for consideration.
As I was leaving, I met a woman who had heard the interaction who quietly told me her boyfriend had been yelled at two nights ago because he too pointed at the food. I’m sure others have been scolded over the first years of the restaurant’s existence. At some point will she or other employees talk about this issue and decide to take some action to help mitigate this issue from occurring again?
REACTIVE VERSUS REACTIONARY
As I was listening to the Dan Patrick podcast the other day a term caught my attention as I heard it was improperly used. The host, Dan Patrick was talking about the upcoming 2014 NFL draft and the fickle sports media when it came to the flavor of the month and suggested the NFL media are so reactionary.
After hearing this, I rolled my eyes regarding Dan’s misuse of this term. According to Wikipedia, reactionary refers to a person who holds political viewpoints that favor a return to a previous state in a society. I believe he should have said ‘reactive’ instead.
According to Bing, the term reactive relates to a response to events or situations rather than initiating or instigating. This dictionary also suggests it’s something caused by stimuli or events.
That’s not the first time I’ve heard Dan misuse that term. The last time it was used, I reached out to the Dan Patrick show pointing out the misuse of the term without ever receiving a response. Regardless, I won’t just call out Dan Patrick. I’ve heard other sports’ talk show hosts use ‘reactionary’ when in fact they should say ‘reactive’ instead.
Whenever the term ‘reactionary’ is improperly used, it raises my ire in a number of ways. First, reactive and proactive go hand and hand — especially in a corporate environment or dealing with customer service. Do you react to events or are you proactive or anticipate new events or possible problem areas? If I hear reactionary, the last association would not have anything to do with proactive behavior. Two, the term ‘reactionary’ suggests having political views in favor or going back to a previous state of society – not something I would necessary endorse.
Dan, in the future, please consider using reactive instead of reactionary when describing a response to events.
So my mother and father were a day away from celebrating their 65th wedding anniversary which meant last minute errands to help make the party a success. Being residents of Florida’s Friendliest Retirement Hometown (The Villages) in Central Florida, my parents appeared to pick the right venue in which to celebrate this wonderful event.
My brother and I had some literal and figurative running to do before the party – our last stop for that day, a Publix grocery store just south of The Villages Spanish Springs Town Square to get our party balloons inflated. We initially went to customer service who steered us to the balloon inflation area quite close to the produce department.
We waited there for about 3 minutes until one employee came by and asked us who we were waiting for. Our reply was, “waiting to get our balloons filled.” A few minutes later, a different employee inquired about our needs and we basically had the same response. Finally, the manager, Alfred, came by after about 10 minutes of waiting and he said he’d take care of us. Alfred inflated all 9 balloons for us – having a nice chat as we streamlined this process together to get these done and over to the party hall ASAP. In the back of my mind, I felt like asking him for a discount for our inconvenience but decided against it. I was just happy to get this done.
After Alfred finished, he told us the service was no cost – he apologized for our wait and stipulated that we should not be charged anything at checkout. What a pleasant surprise! Look, with no service for 10 minutes, he did his best to rectify the situation. By doing this, he made us more determined to come back and shop – it was an expense of $10 or so although that “good will gesture” had a lasting impression on us and to others as we felt compelled to tell this story a number of times.
In October of last year, while doing some preliminary planning for the February party, my two sisters and parents had visited the same store to get some ideas about the 65th Anniversary cake options. They had worked with Karen, a bakery specialist, to learn about pricing and the types of cakes available for our parent’s anniversary.
When it was time to make the cake in February, Karen made the wedding cake top as her gift to my parents. She also had her bakery staff sign the anniversary card for them. Talk about going above and beyond!
Karen also had the idea of adding the wedding photo be placed on their cake. Because she added everything up and forgot to add the charge for the photo, she decided otherwise about adding that extra fee to the order. She duplicated the color and design from the invitation on both cakes – totally unexpected but incredible, as you can see by the photos.
Her attitude toward this very special event indicated to my sisters that she takes her work very seriously and is all about service. She acted as though she was making these cakes for someone in her family for a very special event. Having the cakes just right was a big deal for our family and Karen did the necessary “leg work” to make it a big deal for her.
You don’t always know what impact the little things employees do that can impact the reputation of a business. Because my father was so impressed by Karen’s leadership, he mentioned her caring attitude and excellent customer service to about 75 attendees at his anniversary party. In addition, because my father is an extrovert, hundreds of others he meets during his active lifestyle in The Villages may hear the same positive story about Karen and her employer, Publix. One can’t forget the customer centric approach by Publix motivated me to write about this encouraging experience and share with hundreds through my customer service blog.
During special events, you hope things fall into place and when they don’t, you hope that you’re working with the type of service provider who will do what it takes to help ensure your event is special. This is what took place.
One more thing, some consumer advocates say customers are more likely to distribute bad press after a negative situation than a positive experience. I understand that logic as it’s sometimes easier to disseminate bad news but this isn’t always the case. After being wowed by Publix’s commitment to service, many members of my large family have told these positive stories to others – in addition to what positive things my mother and father will say about Publix around The Villages. And again, when I see and experience a good product or service, there are several channels I will utilize to ensure other consumers are aware of the positive experiences my family had at Publix La Plaza Grande West.
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