Full Version: Time for a REVOLT
From: LaZerDude (C_BURKE) [#12]
31 Oct 2006
To: logojohn [#8] 1 Nov 2006
John,
I AGREE. The POINT is to provide EXCELLENT customer SERVICE.......and charge a little extra for it.....I think statistically we as a society would be more than willing to pay more for EXCEPTIONAL service......rather than settle on mediocrity.
A lesson I learned in my first business venture when I was 8 years old. I was shinning shoes in a local barber shop. I figured that I could provide three different levels of service at three different price points. Essentially, one would get a better shoe shine depending on how much one paid.
The fellow who owned the barber shop said to me, why not just provide the BEST service you can? Regardless of price?
That has set with me for 43 years.......and THAT is my point. Providing the BEST service one can..... folks simply DO NOT DO THAT for the most part....the ONLY reason a product should cost less is that it DOES cost less......other than that there is NO acceptable reason for INFERIOR customer service.....
You said yourself that you will go to another place to find an alternative that is "acceptable". This bear the question. WHAT is acceptable?
WE as a society MUST demand that EVERYONE provide the BEST product, service, courtesy and respect, regardless of price.......as Harvey said it comes down to training......but who trains? Who listens....and THIS my friend brings up a completely different discussion.....about WHY people today DO NOT CARE!
Ever see the movie Falling Down? If you have not you should. It would make my point.
Thanks for letting me rant and vent.
From: Peter [#13]
31 Oct 2006
To: LaZerDude (C_BURKE) [#12] 1 Nov 2006
I beg the question how is it suppose to work...?
The USA system of paying pin money to service workers, then to have it made up, by what I would term ( Beg money or prostitute money), still doesnt get good service across the board.......
My observations whilst in the USA were..The women in the service industry with the largest breasts, prettiest looks and longest legs, received more beg money from their customers.
The ones that you would consider less fortunate in the shallow Hal type vain, received less despite exceptional service.
I also observed, tall Dark Handsome all American boys receiving handsome Beg money from men and women whilst the slavish, thankyou , thank you, thank you , unfortunate faced ,spanish accented equivalent, receive a paltry beg money from his customer despite exceptional service.
Beg / prostitute money = tips. Now despite having every incentive to make enormous amounts of extra income, your workers still spit in your faces.....
Why ?
However, our system of paying a worker a fair days pay for a fair days work...hasnt been much better either...
We cop it as well....
Engraving Services Co has been saying for some time now....whilst others are busy telling you about their service...we have been busy giving it !
Harvey is right...........its all about training...ask Mackers ( maccas)
regards
Peter
From: Dee (DEENA-ONLY) [#14]
31 Oct 2006
To: Peter [#13] 1 Nov 2006
Peter,
Who or what is Mackers?
Dee
From: Paul (JACKPETTY) [#15]
1 Nov 2006
To: ALL
I won't say much with the exception of what I've witnessed the last 15 months since Katrina as a small businessman. It plain sucks eggs! I DON'T WANT A HANDOUT, I WANT HELP!
I'm one of the lucky ones who made it so far but our government from the city councils to state to fed levels have failed. Not only us in this part of the country but the whole country. They've wasted all our money.
I won't go on but to say I still believe in the system and will vote because it is a right that too many have died for and I refuse to let those who keep our country free down.
nuff said.
From: Zonas [#16]
1 Nov 2006
To: LaZerDude (C_BURKE) [#1] 1 Nov 2006
Guess you had a day like I did. Mine wasn't phone company - mine was UPS. Long (5 day - not 365 like yours) story short, an office staff person delivered my 7 packages (exhaust system for new laser) in their own vehicle. Had a nice talk (after some very not nice talks with 'customer service' reps)with him. Seems the #1 complaint UPS is receiving is the actual customer service reps attitude and handling of issues. Seems as with everything else when you take the control away from locals and consolidate to a central office, service goes out the window.
After our talk while in Maui...........YES, we will be voting!! I'm a firm believer that if you don't vote you can't complain.
Zona
From: jeanettebrewer (JEANETTEBREWER2) [#17]
1 Nov 2006
To: LaZerDude (C_BURKE) [#1] 1 Nov 2006
I'm probably hijacking this thread (since it's headed in another direction than I'm going) but you asked the question (above) and I have an answer!
My 15-year-old son is into the Led Zeppelin/Van Halen/ etc. bands. There is only one store in our mall that carries the t-shirts (of which he is so fond) in his size -- HOT TOPIC.
You may have been somewhere similar. The employees are all 18-ish ... they have piercings in places I didn't know you could get pierced ... they have black hair, black eyeliner, white faces ... Marilyn Manson (or similar) is playing over the loudspeakers where you would normally hear elevator music at the places I usually shop.
Got the picture?
I'll admit, the first time I walked in there to buy a gift certificate for Alex, I was uncomfortable. Not for long. You get 5 steps in the door when above-mentioned 18-year-old politely greets you & asks you to let him know if there's anything with which he can help you.
As you check out, the next 18-year-old asks if you found everything you need &/or if you need her help with anything else.
In between those two 18-year-olds, as you're looking at the amazing collection of t-shirts, at least two others approach to see if there's a size you need or any other assistance.
I was amazed. Yes, my preconceptions were blown away. Someone at Hot Topic has trained their staff very well. I shop there at least twice a year (Christmas & Alex's birthday) and each time, I've run into the same service. Even when the store is PACKED with customers, I've been greeted & assisted each time.
Oh, and by the way, I've already voted. In Texas (maybe everywhere now?), we can do Early Voting for several days before any election.
From: Stunt Engraver (DGL) [#18]
1 Nov 2006
To: jeanettebrewer (JEANETTEBREWER2) [#17] 1 Nov 2006
Over the years, it's become more difficult to shock "the establishment."
When I was growing up, in the late 60's, having hair half way down my back was enough.
What better show of defiance? :-)
My daughter is a fan of the "primal scream therapy" bands and although she is an excellent student and hasn't adopted their "uniform" she has friends who do subscribe to the dress, hardware etc.
As strange as they may appear (to us) guess what?
If you take time to get to know them, they're just regular, good kids, expressing themselves in their own way.
Looking a little wild now, but some, will no doubt end up being the accountants, doctors, engravers, etc., etc. of tomorrow. :-)
On Chuck's topic, customer service needs to be the primary goal of our elected officials. Some have forgotten that basic requirement.
I'll be voting next Tuesday, but not based on 30 second, negative campaign ads, that so many people rely on.
From: LaZerDude (C_BURKE) [#19]
1 Nov 2006
To: jeanettebrewer (JEANETTEBREWER2) [#17] 1 Nov 2006
As you check out, the next 18-year-old asks if you found everything you need &/or if you need her help with anything else.
In between those two 18-year-olds, as you're looking at the amazing collection of t-shirts, at least two others approach to see if there's a size you need or any other assistance.
Jeanette,
It is refreshing to know therer are still pockets of courtesy left...probably all in Texas....
Here is my counter example. About two months ago, I went in to the local Ritz Camera to look at a digital SLR. Not a cheap camera. I don't know if at that time I would have bought one or not, but I know for a fact that NOW I would NOT buy one from Ritz......the 18 yr olds working the store....basically ignored me.....and several other customers....while talking among themselves...one even walked right in front of me, looked me in the eye, walked past to put something on the shelf and then walked by me AGAIN without so much as a word. Not an aknowledgement of any kind.... so I left.
I am truly glad you had a good experience and like David said, you cannot judge folks.....I remember my step father telling me as a kid that he would NEVER let someone with long hair work on his car.......I asked him why...he could only say "Well look at him...." I countered with, that doesn't mean he doesnt know what he is doing.....then it really got ugly, but that is another story.
By the way, you did not hijack the thread. The thread really is about service, quality, respect and courtesy, not just from our government, but from all of us.
From: Stunt Engraver (DGL) [#20]
1 Nov 2006
To: LaZerDude (C_BURKE) [#19] 1 Nov 2006
Chuck,
Here's one you'll like.
The other day, I was listening to a radio show, hosted by a person who does restaurant reviews.
He told a story about how he was in Beverly Hills, on errands and decided to stop into a new restaurant, owned by a person, known for another successful restaurant in SoCal.
He was dressed in golf shorts and a T-shirt, but very clean.
He walked up to the hostess and asked to see a menu.
The young, trendy hostess looked him up and down, then said, "Sorry, we don't do take out."
The radio host said he would just like to see a menu.
The hostess, reluctantly handed him a menu, but stayed close by, as if she expected him to bolt for the door with the menu.
The talk show host was so offended by the treatment he was getting, he handed the menu back and walked out.
Of course, when his Saturday talk show came along, (broadcast to the greater L.A. market) he went on at length about the total lack of customer service he'd been subjected to and mentioned the restaurant, by name, several times, during the course of the show.
He also made a point of mentioning several very nice restaurants, located directly across the street, where the owners are not only happy to see you, they treat every customer as a King.
As you can imagine, I was laughing my "A" off. :-)
I wonder where that hostess works now?
EDITED: 1 Nov 2006 by DGL
From: Harvey only (HARVEY-ONLY) [#21]
1 Nov 2006
To: Stunt Engraver (DGL) [#20] 1 Nov 2006
From: LaZerDude (C_BURKE) [#22]
1 Nov 2006
To: Stunt Engraver (DGL) [#20] 1 Nov 2006
YOu have validated my point.....perhaps as Harvey says......were she trained.....
One thing I have learned in business is there is no job too small and no customer to be ignored or treated poorly ( no person should either for that matter).....because you just don't know who is who....as Jeanette pointed out. one cannot judge by looks.....
There is a story about Ronnie Hawkins, a Candadian rocker from the 50's....made TONS of money... he wanted to buy a Rolls Royce........so he went to the dealer.....in shabby jeans, long hair, and asked to see one...to drive one...while he waited for the sales rep, he looked in the windows, kicked the tires...( gently of course)...touch the metal......
The salesperson came over and scolded him......told him not to touch the car.....and when Ronnie asked him if he could drive it.....said NO!.......well, Hawkins asked to see the manager........went into the managers office and let the manager look inside the bag he was carrying.....
The manager came out, found the sales person, told him to let Ronnie do what ever he wanted.......after the test drive........Ronnie Hawkins, much to the amazement and dismay of the sales person, upturned the bag, and dumped enough cash on the floor to pay for the car......
This story came from an interview he did on a show in the late sixties called Rock Canada. It might be urban legend, it might not, but it does show that one cannot be too quick to judge......which brings me back to my original point....... :-(
EDITED: 1 Nov 2006 by C_BURKE
From: gt350ed [#23]
1 Nov 2006
To: jeanettebrewer (JEANETTEBREWER2) [#17] 2 Nov 2006
Vote "early", and vote often! (devil)
From: Harvey only (HARVEY-ONLY) [#24]
1 Nov 2006
To: ALL
Near the begining of the year my power went off. To make a long story short, my power bill was current but they said we owed over $1600 for gas service. It took over three days to get it back on. It seems that the person who turned it back on is the only one at Peco that was aware that my entire area does not have gas service.
No service available but they did something that showed us as not paying the gas bill so they shut the electricity.
Hard to run a laser with no power.
From: Peter [#25]
1 Nov 2006
To: Dee (DEENA-ONLY) [#14] 1 Nov 2006
McDonalds
:-)
From: logojohn [#26]
1 Nov 2006
To: jeanettebrewer (JEANETTEBREWER2) [#17] 2 Nov 2006
That doesn't surprise me. In a former life ;-) I traveled around working in many chain stores after business hours. While working with an ear open I got to be a fly on the wall on employee meetings and a lot more.
The bigger chains were very demanding of even part time high school employees and had very specific goals and tracking of performance down to the penny and minute.
For what they get paid I was amazed at what they expect and get from their help.
From: Dee (DEENA-ONLY) [#27]
1 Nov 2006
To: Stunt Engraver (DGL) [#18] 1 Nov 2006
Jeanette & David,
Harv & I attended a very traditional wedding on Sunday. The bride, the daughter of an old friend, is today a high school English teacher. Ten years ago she was a fifteen year old yuk who wore only torn black and metal, had green hair, ran away at whim and was a general pain in the rear. What happened? She grew up.
Dee
BTW She paid for all those ugly clothes by being an assistant manager at a store in the mall.
EDITED: 1 Nov 2006 by DEENA-ONLY
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