Full Version: Service
From: Becky (KIAIJANE) [#5]
27 Feb 2007
To: Dee (DEENA-ONLY) [#4] 27 Feb 2007
I'm sorry I missed that class. It was one that appealed to me but I had a conflict with another class. It sounded like a good one.
So many classes, so little time...
Becky
From: LaZerDude (C_BURKE) [#6]
27 Feb 2007
To: Dee (DEENA-ONLY) [#4] 27 Feb 2007
I had to read you msg twice...to get it..but I see your point....That was the seminar about word and how to use them or something like that wasn't it?
Did you get the list of words?
From: Harvey only (HARVEY-ONLY) [#7]
27 Feb 2007
To: Becky (KIAIJANE) [#5] 27 Feb 2007
The other big one was to never ask 'Why' anything.
They did studies and that word in particular raises stresses in the 'fight or flight' reaction of the brain. Figure out how to word the question differently.
The other funny sounding thing that works many times is when a customer says, "I don't know." Asking, "If you did know, what would be the answer?" This is said to get a good answer about half of the time. I can see it working when a customer says that they have no idea of what they want. It will lead you to serve them better and give them some direction that they will like.
From: Becky (KIAIJANE) [#8]
27 Feb 2007
To: Harvey only (HARVEY-ONLY) [#7] 27 Feb 2007
I have a 6 year old and a 4 year old who would have benefitted greatly from that knowledge... 8-O
Becky
From: Engravin' Dave (DATAKES) [#9]
27 Feb 2007
To: Dee (DEENA-ONLY) [#4] 27 Feb 2007
You bring up a good point about the fact that the customer is also on the same team. They do hold some responsibilities that are necessary for us to provide the level of service we strive to offer.
I had a customer approach me about doing some custom-shaped plaques that were going to require me to order components from four different vendors to complete the plaque. I created a full-color, real-world, digital rendering of the plaque, along with a quote that included my quantity discount break points.
For this type of complex project we were on a fairly tight schedule, so I made sure that I followed up my e-mail with a phone call to ensure she received the information. A week has gone by and I have yet to receive any response, even after making follow-up calls and e-mails.
I am confident that they will give me the go-ahead, based on the relationship I have with this company, but now I am within 10 days of an in-hands date and don't even have the okay.
STOP EVERYTHING! The phone just rang and it was my contact with the company. She said she spoke with the CEO and he hasn't gotten back with her. I told her that I was up against my hard deadline to meet their deadline. She said that she really thought the rendering looked nice and that she felt pretty safe telling me to go ahead with it. I said, "In other words, you're taking responsibility for what I order today." She said, "Let me go up to his office and pin him down."
If I don't get an answer before I leave today, I will park crossways in the CEO's driveway, which is a block over from mine, to get that answer. How is that for drive-up customer service?
From: LaZerDude (C_BURKE) [#10]
27 Feb 2007
To: Engravin' Dave (DATAKES) [#9] 27 Feb 2007
Sounds a bit like customer terroristic threatening to ME. ( insert laugh here)
From: Engravin' Dave (DATAKES) [#11]
27 Feb 2007
To: LaZerDude (C_BURKE) [#10] 27 Feb 2007
From: Carl (CSEWELL) [#12]
27 Feb 2007
To: Engravin' Dave (DATAKES) [#11] 27 Feb 2007
4:00 $10/item
5:00 $12/item
6:00 $15/item
Tomorrow: 2x
Day after: 3x
Time, after all, is money!!!
From: Engravin' Dave (DATAKES) [#13]
27 Feb 2007
To: Carl (CSEWELL) [#12] 27 Feb 2007
From: PenTrophy (PENINSULATROPHY) [#14]
27 Feb 2007
To: Engravin' Dave (DATAKES) [#13] 27 Feb 2007
EDITED: 27 Feb 2007 by PENINSULATROPHY
From: Engravin' Dave (DATAKES) [#15]
27 Feb 2007
To: PenTrophy (PENINSULATROPHY) [#14] 27 Feb 2007
From: PenTrophy (PENINSULATROPHY) [#16]
27 Feb 2007
To: Engravin' Dave (DATAKES) [#15] 27 Feb 2007
That leaves you with what, a 10 minute job for $10 in labor, $10 laser time and $10 overhead ?
Just trying to understand :/ $$$
"custom-shaped plaques that were going to require me to order components from four different vendors to complete the plaque" = $17.80 ,
My shipping costs far exceed your total cost. They were included in your cost weren't they......
EDITED: 27 Feb 2007 by PENINSULATROPHY
From: JHayes55 [#17]
27 Feb 2007
To: Becky (KIAIJANE) [#3] 27 Feb 2007
From: Becky (KIAIJANE) [#18]
27 Feb 2007
To: JHayes55 [#17] 27 Feb 2007
When we were discussing it, I thought you said you were only enrolling this year...
Another one of those times I really wishe I were a coffee drinker I-)
Ok all, translate that cough to someone not enrolled!! LOL
My bad....
Becky
From: Engravin' Dave (DATAKES) [#19]
27 Feb 2007
To: PenTrophy (PENINSULATROPHY) [#16] 27 Feb 2007
From: jeanettebrewer (JEANETTEBREWER2) [#20]
28 Feb 2007
To: JHayes55 [#17] 28 Feb 2007
Joe,
I don't know the specifics but as I recall, ARA will retroactively credit you for classes (maybe for the last year?) that you attended, if you turned in your Evaluation Form. Might be worth a phone call or email to find out.
From: Laser Image (LASER_IMAGE) [#21]
28 Feb 2007
To: Harvey only (HARVEY-ONLY) [#7] 28 Feb 2007
From: Stunt Engraver (DGL) [#22]
28 Feb 2007
To: Laser Image (LASER_IMAGE) [#21] 28 Feb 2007
How about being sarcastic with a customer?
A friend of mine called, yesterday, to "vent" about an experience with a major laser machine manufacturer.
His tube went out and he ordered one, expecting it (according to the person on the phone) to be there the next morning.
When that didn't happen my friend called back and asked for a tracking number. "The girl who handles that isn't here right now" was the response.
That lame response wasn't good enough, prompting my friend to press the issue, until the person admitted that the tube hadn't been sent.
My buddy was on fire! Not only was he temporarily out of the laser business, the word from the factory wasn't worth the breath from which it was spoken.
Here's the punch line. "So I made a mistake. It happens. Why don't you call my boss and have me fired?!"
Believe me; If I had been on the receiving end of that comment, considering I was given a bum steer from this person, that directly affected my livelihood, I would have pursued that request with a vengeance.
EDITED: 28 Feb 2007 by DGL
From: Laser Image (LASER_IMAGE) [#23]
28 Feb 2007
To: Stunt Engraver (DGL) [#22] 28 Feb 2007
Imagine how different his response would have been if the reply was "I'm sorry, I made a mistake, what can I do to resolve the situation?"
Three rules for customer service
1. Own it "I made a mistake"
2. Fix it "what can I do to resolve the situation?"
3. Don't let it happen again, especially to THIS customer!
From: Stunt Engraver (DGL) [#24]
28 Feb 2007
To: Laser Image (LASER_IMAGE) [#23] 28 Feb 2007
Best remedy? Don't lie.
That way, there's a lot less to remember. :-)