Way cool Extreme Pita register!
The other day I went to lunch with my sister to a place I’d never been before – Extreme Pita (oh, cool – they’re on Twitter and Facebook!). Now, normally I’d have a bit of ordering anxiety at a place like this (kinda like Chris Reaburn explains about Starbucks), especially when I hadn’t been before. I didn’t have it here, and I’ll tell you what else: I wasn’t only impressed by the customer service I received, but I was really wowed by the entire customer experience they provided me with!
Stuff Extreme Pita did right:
- We were greeted with a smile when we walked in the door.
- I got a tour of the menu and how to order when they found out it was my first visit.
- The entire staff (including the manager-possibly-owner) worked together and seemed wonderfully happy about it.
- They have a nutrition guide for their entire menu – a huge one hanging on the wall, as well as a handy little booklet that I took with me.
- I got a helpful tutorial on the special nifty way in which to unwrap your pita for optimal eating. (I should have taken a picture.)
- They have a really cool register – I can watch what’s being rung up! (I did take a picture of this. Yes, I’m easily amused. No, I can’t explain exactly why this makes for a better customer experience; it just does.)
- The manager-possibly-owner asked how our meal was and cheerfully answered our questions about Extreme Pita even though he was clearly on a break.
- They offer free Wi-Fi – no purchase necessary!
- My sister and I got a friendly send off when we were finished.
Stuff Extreme Pita did wrong:
- No name tags! How am I supposed to compliment the wonderful staff who were working if I don’t know their names?
All in all, it was a superb customer experience and I can’t wait to go again!
Tags: customer experience, customer service win, extreme pita
Well, here’s an update for you folks. A few weeks ago, my friend Paul-Gabriel Wiener wrote a guest post: Disney thinks my last name is a naughty word. Emails with customer service reps assured him that his “candid feedback” about the checkout form censoring his last name would be forwarded to management. That was the last he heard from Disney. But Paul, being the thorough fellow that he is, went back to the Disney Store to check and see if his name was still a naughty word according to Disney. It’s not. They seem to have removed the naughty word filter from their checkout form. Success!
For some reason, though, Disney didn’t tell Paul that they’d remedied his concerns. I’m not sure why they would choose to let that opportunity pass them by. In my opinion, it’d turn an unsatisfactory customer experience into a much better one. Who wouldn’t want that? Instead, it just makes them look as though they don’t want to admit to their small error in judgment.
Tags: customer experience, customer service fail, customer service win, disney, paul-gabriel wiener
You're telling me THIS is a plus-sized model?!
I’m following @LaneBryant on Twitter. I’m not sure they’re following me, but that’s hardly the point since they should be monitoring their name on Twitter anyway; they should notice when I mention them, right? Well, they didn’t. But that’s okay, because I know it’s a busy world out there and businesses don’t have time to respond to every single complaint. Even if I complain about the same thing a second time. Really, it’s okay.
Before I get started on the rant, though, I did want to give Lane Bryant the props they deserve. They hire GREAT people. I’ve never walked into a Lane Bryant store and not been greeted with a friendly smile and offer of help. Even better, they are not the type to hover! And when you do have a question, they’re knowledgeable and un-intimidating. Also, they’re always sure to let me know the current deals and promotions to help me get the most for my money.
Now. The rant.
The other day, I found a tweet from Lane Bryant asking for my opinion on ads. Well, I have a lot to say about Lane Bryant and their catalog and ads, and I’m going to say it here (and I’ll post my direct answers to their questions as a comment on their web site, as they asked – even though it’s highly irritating that I have to become a member and give them my home address before I can leave a comment). Here are the 10 questions they asked in their survey along with my answers:
1. When you receive ads in the mail, which ones do you pay attention to?
Most ads end up in the recycle bin. I’ll look at the grocery store ads, but don’t get much use out of them. The only retail ads I get (if I recall correctly) are for Fashion Bug and Lane Bryant. If I have time to kill, I sometimes quickly scan through those catalogs to look at the clothes.
2. Which retailer’s advertisements grab your eye and why?
I guess the Lane Bryant and Fashion Bug ones, as they’re colorful . . . and the only ones I get.
3. Who sends you the best advertising or catalog?
The best? I guess I’ll say Fashion Bug.
4. When you get the Lane Bryant magalog – what are your first thoughts?
“Hrm. Lane Bryant pisses me off because they have too many skinny chicks in here.”
5. What is Lane Bryant doing right in its advertising?
Are the coupons and “Real Women Dollars” part of the advertising? If they are, you’re doing that right.
6. What is Lane Bryant doing wrong in its advertising?
Check out the panties section of your web site, where the pictures show the belly and hips. I see maybe three women who might qualify as “slightly overweight”. Where are the Real Women you tout? Oh, right. They’re hidden in your blog/community/whatchamacalit.
7. Does the Lane Bryant magalog look expensive, not expensive, or inexpensive?
Not expensive.
8. What are your favorite things about the Lane Bryant magalog?
Not much. I guess that there are coupons. But they’re rarely useful – to me, personally – since I don’t shop for clothing that often. It’s good to know they’re there, though, for when I do need to go shopping.
9. What don’t you like about the Lane Bryant magalog?
Hello. Page 26 of the current catalog. You’re kidding me, right? I would really like to know what size this woman is wearing because I wear size 18/20, which as you know, is the next size up from the smallest you offer – 14/16. I am nowhere NEAR looking like this woman. Check out the panties section of your web site, where the pictures show the belly and hips. Seriously?
You know those Real Women of Lane Bryant I mentioned earlier? These are the women I want to see a lot more of in the catalog and on the web site. This woman, she makes me want to buy her clothes. Why? Because she’s REAL. And she looks happy and confident, regardless of her weight! Does anyone really relate to the fashion show model posing? I don’t. Maybe that’s because I’ve been jaded by so many years of looking at bizarre clothing on waif-like women in bizarre poses – you know, the ones running rampant in most magazines.
10. And last but not least – what store do you buy most of your clothes?
Fashion Bug and Wal-Mart. I don’t have the money to buy everything I’d want from Lane Bryant. Also, Fashion Bug tends to have “younger” styles than Lane Bryant.
Tags: customer experience, customer service fail, customer service win, fashion bug, lane bryant, social media, twitter
There are tons of blogs out there on customer service! I don’t think I’ll ever find them all, but I have found a number of good ones so far! Most Fridays, you’ll find a recommendation from me on one of the blogs I’ve run across. Interesting content, new twists on old ideas, well-written stories on customer service. I’m always looking for more, so please let me know if you think there’s a blog out there I need to see!
The blog: Service Encounters Onstage
The blogger: Chris Reaburn
Some entries I like:
TSA could be better, but so could their customers – I could not agree more with this! Chris brings up a great point here, and offers some solutions for TSA to make us customers “behave” better. It’s a win-win . . . if only they’d listen!
You’re not worthy! You’re not worthy! – A longer post, but a great one. Here Chris talks about loyalty programs (something I just might have to expand on someday) of airlines. But what exactly are the loyalty programs offering that will make you loyal to one airline or hotel over another, even considering the airline/hotel partnerships that are going on? Or are there too many rules and restrictions making your loyalty feel more like a chore?
Table (and expectations) for Two – As Chris says, “When we’re experiencing a new service for the first time, our sensitivities are heightened.” This is a fascinating read on the evaluation and expectations that go into a new restaurant experience.
Tags: blog, Follow that blog!
There are tons of blogs out there on customer service! I don’t think I’ll ever find them all, but I have found a number of good ones so far! Most Fridays, you’ll find a recommendation from me on one of the blogs I’ve run across. Interesting content, new twists on old ideas, well-written stories on customer service. I’m always looking for more, so please let me know if you think there’s a blog out there I need to see!
This week’s blog: Customer Service That Astonishes
The blogger: Bill Hogg of Bill Hogg & Associates
Some entries I like:
7 Tips to Deal With Unhappy Customers – A great list of tips for anyone in the service industry! Every complaint is an opportunity – “Customer complaints can be used to build a better customer experience and turn a dissatisfied customer into a raving fan.” A key point here is to empower your employees to resolve the conflict sooner for the customer.
Do You Stand Behind Your Employees? – A cautionary tale. How to lose a loyal customer and alienate an employee! This is a customer service story about a woman who tried to buy some gloves at Danier Leather in Toronto.
Customer Experience vs. Customer Service – One could almost argue that they’re the same thing. Bill brings up the very important point there should be someone at every business in charge of customer experience.
Tags: Follow that blog!
Rants ‘n Raves Roundup – Week 3
Obviously, there are tons of customer service stories out there. And I’m not the only blogger blogging about them on a regular basis. So now, every Thursday, you can find my personal roundup of rants and raves from around the blogosphere. This week is a bit of a special edition to highlight a major fail and major win recoup for the airline we all love to pick on because they’re so good at putting themselves out there: United Airlines.
A few weeks ago, I mentioned United in a social media post and embedded the world-famous United Breaks Guitars video by Dave Carroll. United’s latest snafu has to do with Step Davis, a professional climber and BASE jumper (among many other talents). On a trip back from Switzerland, United managed to lose her jumping gear – worth over $12k! She tells of the full experience in her blog (plus you get to see some pictures of some of the awesome – in the true sense of the word – stuff that she does).
Steph, of course, did her best in contacting United and trying to impress upon them the importance and value of this gear. They didn’t get it at first. And in the meantime, the Twitterverse sure let @UnitedAirlines know about it!
Whether it was due to the publicity and Tweep-support or to Steph’s relentless dedication in communicating with United to get her gear back, she is now going to be fully compensated for her lost gear! She writes another blog post explaining the details. Now, I don’t know if United managed to recover Steph as a customer, but they did manage to do the right thing and resolve the situation. As one of Steph’s Tweeps said, it’s important to Tweet the good and the bad – it’s only fair to the company, especially after a “slip-up” such as this.
I’d love to hear others’ opinions (rants and/or raves!) about United Airlines. I’ll admit I have a huge chip on my shoulder when it comes to United*, so I really would like to hear if someone thinks differently about them!
*Gotta love their “give us more money and we’ll give you lots of luxurious leg room” upgrade option. Did ya think we wouldn’t notice where that extra legroom came from? The plane sure as heck didn’t get longer, and I’m fairly sure that you didn’t take any rows of seats out. I did notice, however, that my “cattle-class” seat had even less legroom than before. Thanks, United, for making people with long legs, overweight people (You get to pay twice! Even if we have extra seats!), and people who like to bring luggage with them feel extra-special! Way to enhance the user experience for some of your customers!
Tags: customer service fail, customer service win, united, user experience, ux
There are tons of blogs out there on customer service! I don’t think I’ll ever find them all, but I have found a number of good ones so far!
The Blog: Customer Service Stories . . . and other thoughts
The Blogger: Barry Dalton
Some entries I like:
How many times can you alienate a customer in one interaction? – Barry tries to focus on the good customer service experiences, but sometimes you just have to share a rant. Find out just how many times USAirways alienated Barry!
Customer first? I say employees first – How many times have you met a grumpy service worker? What kind of service do you get from them? Not very good, I’d imagine. I whole-heartedly agree with Barry that companies like Southwest Airlines and Zappos have the right idea.
Is Customer Service really empowered? – Ever gotten one of those “canned” emails thanking you for your feedback? You know, the kind that totally ignores whatever issue you brought up or something along those lines. Barry doesn’t mention the company name here, but that’s not the point of the entry. He raises the question of whether or not these “front line” service reps actually have the power to do something to rectify an unsatisfactory customer experience. If they don’t, they should!
Let me know what you think! Also, if you have a blog you think I should check out, tell me in the comments!
Tags: blog
Obviously, there are tons of customer service stories out there. And I’m not the only blogger blogging about them on a regular basis. So now, every Thursday, you can find my personal roundup of four rants and raves from around the blogosphere. Here are this week’s four!
Learn how JetBlue made Blake Sunshine at the Brazen Careerist a loyal customer after just one trip with the airline! Jet Blue Reminded Me to Be Human.
Christina Bentley guest posts on Customer Service Stories about her bad experience with AAA (California) and her great experience with the Nissan dealership. Good customer service makes a difference when you’re stranded on a California highway!
Heidi Miller of Spoken Communications writes about the “revenue fail” of the airline industry and their baggage fees.
Chris Pugh says, “Bank of America needs to learn that If you can’t take care of your customers, someone else will.” Read about the Bank of America Customer Service Fail.
Bonus links:
Also, I found this blog that is filled with only raves. What a great idea! Not exactly a direct contrast, but Not Always Right is a blog filled with “funny and stupid customer quotes”. (It’s even funnier if you’re ever worked in the service industry!)
Do you have a rant or rave to share? Let me know in the comments or by emailing me at sara@customerserviceftw.com.
Tags: above and beyond, customer service fail, customer service win, Rants 'n Raves Roundup
I know you’re all just dying to know what I’m reading in my spare time. Who wouldn’t want to know? (Actually, I’m kind of curious as to who would actually want to know . . . .) But that is beside the point! I’m going to share with you (whether you like it or not) what I’m reading, planning on reading, and why. (If you don’t care, please click here now to read something else.)
Some of you may have noticed the carousel widget filled with books in the right-hand column. This is my to-read list of customer service books. It’s not a complete list, but it’s a start and, I think, a good representation of the kind of books I’m looking for. To be upfront and honest: yes, this is an Amazon Affiliate widget. It’s one of the easier ways for me to make up and display a visual to-read list, and it’s also a possible revenue maker. That said, I’m not encouraging you (or discouraging you) from clicking and buying! Personally, most of the books on the list now I’ve gotten at a local used bookstore. Buy when and where and how you’d like.
My plan with these books is to share a bit of what they’re about and what nuggets of wisdom about customer service I might gain from them – a mini-review, if you will.
So here’s the current list:
What: Nuts! Southwest Airlines’ Crazy Recipe for Business and Personal Success by Kevin and Jackie Freiberg.
Why: Because (in case you haven’t heard me rave before) I love Southwest. They’re a great company, and I’d love to learn what’s behind their business model. Also, I’m fascinated by the “Employees First” model of business (which is something Barry Dalton wrote about and something I’d like to explore further).
What: The Starbucks Experience: 5 Principles for Turing Ordinary Into Extraordinary by Joseph Michelli.
Why: I’ve heard great things about Starbucks and their customer service. I can’t personally think of a time when I got bad customer service there. I’m curious to know what’s behind their business model a what makes their brand so sought after by so many.
What: The Celebrity Experience: Insider Secrets to Delivering Red Carpet Customer Service by Donna Cutting.
Why: Who doesn’t want to walk down a red carpet? Or at least feel like you’re the most important person in the store/restaurant/etc.? The title of this one is intriguing, and I’m wondering what the secrets are. Are there secrets I’ve used before when I’ve been in customer service?
What: Customers for Life: How to Turn That One-Time Buyer Into a Lifetime Customer by Carl Sewell.
Why: My sister and brother-in-law always tease Warner and me about how much we rave about CarMax, but I’m not ashamed to be a fan for life. We were one-time buyers, first-time buyers and CarMax wowed us enough to tell everyone we know and make us swear to buy every car we will ever own from them. I’m curious to know if what CarMax did is in this book. Also, I think it’d be great for other businesses to know to do this.
What: It’s Not My Department!: How America can Return to Excellence–Giving and Receiving Quality Service by Peter Glen.
Why: This is a huge pet peeve for me! Both as a customer and as someone who’s working in customer service. “I’m not in charge of that.” or “I’m not responsible for that.” Ugh! What a way to shirk responsibility and piss off the customer while you’re at it! I want to know what Peter Glen has to say about this topic.
What: Your Call Is (Not That) Important to Us: Customer Service and What It Reveals About Our World and Our Lives by Emily Yellin.
Why: Because something is wrong with a majority of call centers and the service they give! There are a few gems out there, but the systems are far from perfect. I want to read this because I want to find out what it reveals about our world and our lives, with the hope that Emily Yellin reveals some solutions for our call center customer service “epidemic”.
Got a book you think I should read? Tell me what it is in the comments or at sara@customerserviceftw.com.
Tags: book list
Warner's new running shoes.
This past weekend, Warner and I went shopping for a new pair of running shoes for him. Our first stop was DSW (Discount Shoe Warehouse) because they have a decent selection and often the best prices. There’s nothing really wrong with their service; I’ve actually found the employees I’ve encountered in the past to be quite friendly and upbeat. But there’s something missing. You get what you expect with DSW – a decent selection of fairly-priced shoes in an environment where you try on what you like and determine for yourself it they’re the right shoes for you.
Towards the end of our search at DSW for Warner’s shoes, I remembered Alan’s Shoe House (their web site leaves a bit to be desired), a Tucson-based business that’s been in business since I was a kid. I don’t remember too many details of my last visit (almost 20 years ago), but I remember that they were nice. Also, they had plenty of shoes in stock to choose from for a kid with big feet. (Shoe shopping has always been a bit traumatizing for me, since most places don’t carry larger women’s sizes.) I think it says something about how Alan’s runs their business that, almost two decades later, I still remember them fondly – and for someone who RARELY puts “fondly” and anything related to shoes in the same sentence, that says something.
But enough about the past – we were talking about Warner’s shoe shopping experience. After finding a few pairs that he liked at DSW, but none that he was really wild about, we headed over to Alan’s Shoe House. Now, I admit that it’s a bit like comparing apples to oranges here because DSW and Alan’s are two different types of shoe stores, so I want to emphasize that I mean no disrespect to DSW and how they do business. I’m merely using them as contrast to show how exceptional service can be. But I digress again.
The moment we walk into Alan’s, we’re greeted by at least two people, and Stephanie offers to help us find what we’re looking for. Since Warner had already found a brand that he was pleased with, we started there. Stephanie was able to tell us the difference between “training” shoes and “running” shoes as well as the many different styles of running shoes there were. As I mentioned in a previous post, people in the service industry need to know their product. Why? Well, I’ll tell you that Warner and I felt a lot more comfortable with our purchase at Alan’s than we would have at DSW just for the simple fact that Stephanie knew the products well, and she wanted to make sure Warner was getting the right shoes for his needs.
In addition to helping Warner get the right shoes, as with any full service shoe store, Stephanie put on and laced up all the pairs that Warner tried on. Seems like a little touch, but it makes a big difference. We didn’t realize that we were coming into the store at 20 minutes ’til closing, but Stephanie wasn’t bothered one bit, and we didn’t get a startling PA announcement from the manager warning us of limited time left. And you know what was the icing on the cake for this exceptional service? She offered us a bottle of water as we were leaving (because, yes, it’s still a bit warm in Tucson) and gave us a free flashlight, which will come in real handy during our evening jogs.
Sometimes it’s the little things that add up to make an exceptional customer service experience. Do you have any stories of exceptional customer service that you’d like to share? Let me know in the comments or at sara@customerserviceftw.com.
Tags: above and beyond, alan's shoe house, customer service win, dsw
