Are You Sloppy at Your Office or Place of Work?

Tuesday
7:53 PM
Wow.

I'm listening to Def Leppard and enjoying writing my blog today.

See if you like it, and leave me a comment.

If there's one thing I cannot stand it's sloppy
customer service. I mean I hate it when someone, like
a young person treats you like you're navel lint.

I mean you're lucky if they even acknowledge you as a
customer.

So today I'm going to rant about it... by telling you
a story of one of my mentors. He sent me this email and
I'm going to share it with you.

Here's his story.

We spent three nights at a 5 star hotel over
the long weekend, with breakfast included.

On the last day, we were handed a bill for $76
for two full breakfasts.

I spoke with the lady in charge of welcoming
people, except she refused to smile and was
clearly the wrong person for the job.

Rather than calling reception and sorting things
out, she said I had to pay and I could get
refunded at reception.

I refused. And she eventually hand-balled it to
reception (but without calling them).

When we went to reception on check-out it was
a non-issue.

Why couldn't that lady have made a simple call
to reception? Why couldn't she have done
everything possible to ensure she didn't annoy a
customer? Why did she have to inconvenience
us for the problems with their system? Why did
she have to offer such sloppy service?

Because she...

DIDN'T CARE ENOUGH

Which brings me to a point about customer
feedback forms.

I was chatting with a client last year who said:
"We never get any negative feedback on our
customer feedback forms - only 5 stars."

I asked him: "Who do people hand the forms to?"

He said: "The person who did the job"

I said: "Are you crazy. Do you think the customer
is going to hand in negative feedback directly to the
person they are unhappy with? And if they do, what
are the chances they will get thrown away / ripped
up before they reach you?

He said: "Oh, yes. I didn't think of that."

So the rule is: Make sure the feedback form goes
directly to you. And don't make them sign it or
anything like that. People like to be anonymous.

And really that's best.

The second rule is: Make sure you read it. Even
Richard Branson says he reads and responds to all
letters from business class customers to his airline,
saying: "It's not wasting time, it's research."

And it prevents you from unknowingly offering
sloppy service.

Make sure you're getting feedback from your patients
and customers. If you don't, you're going to lose business.

That's just the way it is.

Dr. Carney