Category: service

leadership dot #4214: policies

March 13, 2024March 12, 2024by leadership dots by dr. beth triplettLeave a comment

After yesterday’s dot (#4213) a friend sent another example of where practice favors policy more than common sense, let alone service.

A couple has a block of hotel rooms at a well-known chain for the night of their wedding. Apparently, if someone wants to add a night before or after the block, the registration system requires the clerk to complete two full registrations – they take all the information you normally provide – twice!

That’s bad enough – but the worst part is they tell guests they may have to switch rooms! Now, if you’re spending extra time in town for a wedding, you don’t want to hear that you may have to switch rooms on the day of the ceremony at a time when you’d likely be getting ready to go!

When pressed about this, the clerk was hesitant but finally said the chance was small but it could happen. So — they are upsetting a lot of people, and losing customers (some have gone elsewhere) for something that probably won’t happen. Why??

“Why” is probably because the person who made the policy doesn’t have to live with it. If they are removed from the front line, it’s easy to make policies that may be technically correct but are dumb in reality.

When I applied for jobs on campus, the first thing I did was submit an inquiry and then track the dates and contacts I had from the institution. I wanted to learn what was really happening while I could without being noticed. I suggest the same for you. Find ways to be the undercover customer and see how your policies land from the other side of the desk. Registering twice and having the threat of moving rooms may change if you experience it yourself.

Thanks, Chris!

leadership dot #4213: $2 off

March 12, 2024March 8, 2024by leadership dots by dr. beth triplettLeave a comment

A restaurant just opened a franchise in town and I was thrilled. Over the weekend, we went for dinner and tried to use a $2 coupon in their app. I did not work. The clerk couldn’t figure it out, so they called the manager. They couldn’t get it to work. Now, if you were the manager of a new restaurant, wouldn’t you just credit the $2 so as a) not to irritate the customer who had it, and b) not to irritate all those in line behind her who had to wait while this whole episode played out? You would think, but of course, that is not what happened.

That $2 that they collected for this order will be the last $2 that they receive from me for quite a while when previously I was forcing myself to limit my visits to once per week.

It’s not just this restaurant that puts undue focus on rules and makes petty decisions that have negative long-term implications. It looks like credit card companies that don’t waive a late fee when the previous payment history is stellar. Employers who won’t allow a work-from-home exception. Stores that refuse to offer a refund when the receipt is one day past the return deadline. Colleagues who point out a minor mistake instead of just fixing it.

When you’re in a position to make a decision, opt for the long view. It takes much more than two dollars to recoup goodwill.

leadership dot #4209: translator

March 8, 2024March 7, 2024by leadership dots by dr. beth triplettLeave a comment

My car is one of 2.5 million that are targeted for a recall. When I received the notice, I had no clue as to what a “low-density impeller” was or did — but my dealer’s service advisor was able to explain it to me in a way that I could understand. I’ve come to rely on my service advisor as an invaluable translator — he speaks “car” which is a foreign language to me.

I use the analogy of a service advisor in training for other customer-facing positions. In order to help me, the service advisor has to understand how the vehicle works in enough detail to explain it. They must know in depth what the mechanics do — without necessarily having the ability to do the work themselves. The service advisors are far more than just relays; they must know the questions to ask, what likely scenarios are, and how to interpret the results of the diagnostics and mechanic’s work. They have to be competent communicators in both directions: speaking with the mechanic in technical terms and speaking with the customer in empathetic but plain language.

Too many service providers see themselves as clerks — responsible for just processing transactions. But to truly provide service, those in that role need to have a solid understanding of the system in which they work. It’s not enough to merely check someone in at the dealership. True service comes from knowing enough to read a technical recall notice and then tell the customer that a low-density propeller is part of the fuel pump, and if it was his wife’s car he wouldn’t worry about her safety if she drove it until it was fixed.

leadership dot #4172: tell us

January 31, 2024January 30, 2024by leadership dots by dr. beth triplettLeave a comment

It seems like I receive an email survey after every purchase asking me about my experience, and this doesn’t count all the customer feedback links that appear on the bottom of receipts. This week alone I’ve been inundated with subject lines such as:

Loving your latest find?
Give us the scoop on your recent purchase
Let us know what you think
Tell us how we did
Guest store survey
We want to hear about your recent purchase

I wonder a) whether people do spend the time to fill them out, b) whether anyone reads them, and c) what changes occur as a result. Is it a waste of time for everyone?

If you’re one of the many companies that frequently ask for feedback, consider whether the quantity of data is worth the time to process it. Would you be better asking only after certain parameters are met (e.g. a dollar amount, frequency/infrequency of visit, type of purchase) rather than automatically pushing out a survey after each transaction? Could you share how the feedback is being used and give examples of where it had an impact? Can you reward customers for taking their time to comment (e.g. as Panchero’s does with a free queso & chips for survey-takers) instead of just expecting people to invest their time on your behalf?

My answer to “Tell us what you think” is that surveys have become as out of control as tipping. Just because technology makes it possible doesn’t mean that frequency is your friend.

leadership dot #4170: disruptions

January 29, 2024January 28, 2024by leadership dots by dr. beth triplettLeave a comment

When weather causes flight cancelations, travelers are more likely to blame the airline rather than Mother Nature, even though the airline usually cannot avoid the disruptions. To appease its customers and provide good service in such situations, Delta partnered with Roomstorm, an independent company that offers discounted hotel and car rental rates to displaced passengers. Roomstorm flyers and contact information are available at special Delta direct-line kiosks located throughout the terminal, another step toward providing the best service possible in unfortunate circumstances.

You and your organization are on the hook for the customer’s entire experience — from booking to parking, to finding their way to your office, to billing, to the interaction itself. If you know there are points where glitches regularly occur, work to partner with someone who can help you look like the good guy, even when it’s not your fault.

leadership dot #4159: directions

January 18, 2024January 17, 2024by leadership dots by dr. beth triplettLeave a comment

I’m sure one of the most frequently asked questions at the Minneapolis/St. Paul (MSP) airport is “How do I get to the Mall of America?”

Rather than answer dozens of times each day, the airport prepared a flyer with specific instructions on how to catch the light rail, taxi, or app-based ride services to the mall. The flyer explains that you can visit with a three-hour layover or more as it only requires 15 minutes of travel time each way. In addition, both the mall and the airport have luggage-size lockers available to ease your shopping experience. They even have a text-based help line — should you get lost en route (or more likely, in the vast expanses of the mall.)

It was a simple thing to prepare but it made the experience easier for the information booth staff and travelers.

Think about the questions you are asked most often. Do you answer them over and over, or can you follow MSP’s lead and prepare a small handout that customers can take with them, giving people the information rather than requiring them to remember it all? Anticipating needs and proactively addressing them is the hallmark of good service.

leadership dot #4155: Cheerios

January 14, 2024January 13, 2024by leadership dots by dr. beth triplettLeave a comment

A Chick-fil-A restaurant in Indiana added an unexpected item to their condiment station; in addition to the napkins, utensils, and salt was a basket with little containers of Cheerios. The toddler staple was just enough to keep the kids from getting hangry while they waited for their order.

I don’t think the restaurant even has Cheerios on their menu, so someone intentionally acquired them and parsed them out in individual servings. I can just hear them saying “My pleasure” when handing them to a harried parent with squirmy kids. It’s a small gesture, but one that demonstrates forethought and empathy to make a more pleasant dining experience for everyone.

What’s your equivalent of Cheerios — a small token that can have a big impact? Sometimes going above and beyond is more about the small touches rather than grand expressions.

leadership dot #4146: distinction

January 5, 2024January 4, 2024by leadership dots by dr. beth triplettLeave a comment

As a friend was assembling his new office chair, he saw that the arms of the chair were packaged in different colors of bubble wrap. While it seemed odd at first, it later occurred to him that the intentional distinction made a lot of sense. It made the inspection easier to ensure that one of each arm was included, and it alerted the consumer that there was a difference between the two arms for assembly.

Something so simple, yet helpful on multiple fronts.

Do you have a point of frequent confusion in your organizational system that could be eliminated with an equally simplistic fix? Put two similar documents on different colored paper. Turn the paper to landscape for one form. Make your signs in different shapes to draw attention. Or, use two colors of bubble wrap for chair assembly.

Your solution doesn’t have to be lofty to be effective.

Thanks, John!

leadership dot #4145: consistently

January 4, 2024January 3, 2024by leadership dots by dr. beth triplettLeave a comment

I’ve had a few experiences lately with organizations or people who have provided stellar service in the past — only this time, their service was average, or maybe even good, but compared to their previous treatment, it became a disappointment.

Your goal should be to always meet expectations — so if you set the bar high, you need to work diligently to keep it there. If you can’t, you’re better off remaining consistently average rather than inconsistent in your greatness.

leadership dot #4144: reactions

January 3, 2024January 2, 2024by leadership dots by dr. beth triplettLeave a comment

How do you obtain feedback in a manner that is quick for the customer to provide but is specific enough to be actionable for you? The Boston Pops may have that answer.

Throughout Symphony Hall there were 3-button indicators that asked “How was your experience with ___?” — in the restrooms, at the concessions, and even in the elevator. Presumably, if enough sad-face buttons were pushed, the administration would know where there was an area of concern and could address it.

Understanding the reactions of your customers is important — but only if you can do something with the information. Think about frequent, well-placed, easy feedback mechanisms to help you learn about trouble spots that you can tend to quickly. Doing so can earn you a smiley face!