Car Trouble When Traveling. Yuck.

Nobody looks forward to spending a Saturday getting their car fixed.  It is worse when you are 500 miles away from home and have an something go wrong with your family's transportation.  

Yep, it happens.  This is when you hope for a run in with above average customer service!!!

The A/C in our Honda Odyssey stopped blowing cold air once we arrived in New Orleans for an impromptu family vacation.  While the temperature was warm and just starting to show signs of humidity, the weather had not yet reached the heat of the summer (I cannot imagine no A/C in a car in the summertime in the south!).  However, the nine hour drive back to Texas in 90 degree heat was not going to be fun.

I try to teach the kids that every problem has a solution.  While they are not always easy or inexpensive.... you need to seek out options rather than sulking about the problem itself.  

Thus, dad would skip the morning activities in the French Quarter and going to the Aquarium and see if I could get the car fixed while still in Louisiana.  Thank goodness for the internet, within minutes I had the address of a local Honda dealer only a few miles from downtown NOLA.

I showed up the next morning at Royal Honda in Metairie, Louisiana at 7:30 AM (They opened at 8:00).  I knew from their website that they did not accept cars without an appointment on Saturday, but I was hopeful they would fit me into their schedule.  Honda has always shown superior customer service and I just knew they would try to help... if they could.   (I cannot say that as easily about the service for other brands of car I have owned..... but this Odyssey is our third Honda).

The team at the Royal Honda Service Department was great.  They agreed to take a look at the car, and fortunately the problem was a simple fix (a fuse relay had failed... not the whole A/C).  I was in and out in less than three hours and the cost was minimal. Our road trip was not impacted by this small mishap and by lunchtime we were back to our regularly scheduled family fun (which meant driving an hour out of town for the Honey Island Swamp Tour!!  The highlight of the whole weekend!!!).  But better yet, our drive home on Sunday was cool as a cucumber. 

Thanks to everyone at Royal Honda.... This was a "Customer Service Victory".

Have A Great Day.

thom singer

Friday Praise Project - Allstate: The CapCity Agency - James Fitzgerald

If you read my post yesterday you know that I am sadly noticing how easy it is for people to quickly become upset with their vendors.  In our society we expect perfection from everyone, and too many people are fast to criticize and slow to praise.  I am guilty of this.. and so are so many others.

Yesterday my sister-in-law was pleasantly surprised when a customer service department from a large company called her on the phone instead of sending a cold email in response to an inquiry.  She was shocked (in a good way).  And yet good service happens every day... and I think it is time we all stand up and praise.

I want to start a movement to praise those who do good work.  I'll start.

I met my insurance broker this week.  He inherited me several years ago when he purchased another agency, but we have never met in person.  He called to set up a "Policy Review" and spent time with me explaining all aspects of my home and auto policies.  At the end of our conversation I knew I was in good hands :-).

My agent?  James Fitzgerald from The CapCity Agency (Allstate in Austin, Texas).

****I will begin praising people and companies each Friday on the Some Assembly Required Blog.

Maui Jim Sunglasses - Customer Service Win

My last blog post was about a customer service failure (Park 'N Fly at the Houston Airport)... but I do not enjoy writing about life's negatives.  It only took me a few minutes to find a great experience with customer service... from the manufacturer of my sunglasses - Maui Jim.

I have had a wonderful pair of sunglasses for just over a year.  I wear them all the time (as it never seems to rain in Austin, Texas).  They were showing their age, and one of the lenses has a small crack near the screw.  I was lamenting to a friend about how much I like them, but was not about to spend the money to replace them.  This friend, who owns several pair of Maui Jim eye-wear told me about their repair policy. 

I visited the website, filled out a form, and sent off the glasses along with ten dollars.  In less than 11 days they were back, and looked brand new. I could not believe how fantastic the glasses looked, and how great this company is to respond in such a speedy manner. A customer service policy of "make the customer happy" was very evident.

WOW.  I cannot imagine every buying sunglasses of any other brand.  They not only fixed them, they did it fast... and sent along a nice letter thanking me for being a customer.

Is that so hard people?

Have A Great Day.

thom singer

Park N Fly Houston Airport - Customer Service Failure

Too often we all encounter employees at companies who are not empowered to correct a situation.  If something is not part of the regular procedure then they have no ideas.... and no authority.... to create a happy customer experience.

I had a little run-in yesterday with an employee at "Park N Fly" after returning to Texas from a 12 day trip.  In the end I was not going to have a longer conversation (it already went too long) over $12.60, but I did decide that "The Parking Spot" seems like a good alternative the next time I need to leave my car at an airport.

When your product is a commodity, and long-term parking lots around the Houston Airport (and most other airports) are plentiful, then you have to go the extra mile to make sure that your people are positively impacting the customer or they can just turn into the next parking lot the next time.

How about your company?  Do your people have the training and authority to make decisions to keep a customer?

Have A Great Day.

thom singer

Fish Tacos As Comfort Food

When I arrived at college in San Diego in 1984 there was a little local taco shop that had one location near the beach. They served "Fish Tacos". While these tasty tacos are now a common menu item around the United States, at the time they were an un-heard-of novelty item that had been discovered in Baja California by adventurous surfers who routinely went to San Felipe, Mexico to ride the good waves.

One such surfer, Ralph Rubio, enjoyed these so much he opened his own taco shop near Pacific Beach in San Diego. The trend took off and Rubio's is has over 180 locations.

It is my favorite fast food. They do not have locations in Texas, but every time I am in San Diego (or most other parts of California, Arizona, Colorado or Nevada) I have to hit them up for a couple of "Fish Taco's Especial"). The menu has grown over the years from just "fish tacos", but I have never even tried the other food they serve.

This week I was one of the speakers at a convention of CIO's and other technology executives in Palm Springs. My role as "The Conference Networking Catalyst" means that I am engaged with the audience throughout the event, not leaving me much time to leave the hotel. But I had spotted a Rubio's near the airport, and scheduled just enough time to eat my lunch there before departing for home.

I ordered the "Pesky's Combo", which did not even appear to be listed on the menu anymore, but they still knew what I was talking about. Two fish tacos "especial", beans and chips. They were amazing. Delicious. Heaven. Yum. (You get the idea). So good I ordered one more taco just because I knew it would be a while before I could get back to a Rubio's.

I also purchased three churro's to bring home for Sara and the kids. I have gotten them hooked on Rubio's too, and we eat every lunch possible at this chain on our annual trips to California. I figured a fish taco would not travel well on a plane flight, but a churro might make it home as an edible treat.

Dan, working behind the counter, had spotted me taking a photo on my iPhone before walking into the store. He had laughed with me about it, but once he heard my story and my love of his restaurant, he took a special interest in my enjoyment of this meal. As I left he gave me some Rubio's "stuff", including a beach bag with the logo on the side!

Not only do they have great food, but amazing customer service. Oh yeah!

Who would think that a fish taco would be "comfort food"..... but my memories of my five years in San Diego (plus all the great vacations back to "America's Finest City") are all wonderful.... and filled with meals of Rubio's Fish Tacos!

Have A Great Day.

thom

Customer Service Tip: Do NOT Call A Customer A "Jerk"

While checking in at the counter of a major airline at my local airport I discovered my free checked bag was over the allotted 50 pounds. This meant I would have to pay $50, but as a professional speaker who often travels with boxes of my books in a suitcase, this sometimes happens. I do not like to pay the extra money, but it comes with the business of being an author.

Meanwhile, the people next to me checked in for their flight. The two automated kiosks shared the same scale, and with my 56 pound bag, and their giant duffel, the scale tipped 108 (meaning their bag weighed was 52 lbs).

I did not say anything at the time, as I did not want to cause this couple (whom I do not know) to be charged an additional $50...... But once they were gone, I decided to point out to the counter workers that they were not consistent in charging everyone for heavy bags.

The woman who had checked their bag immediately got VERY defensive. She told me "No, their bag was only 43 lbs".

I was watching closely... their second bag was 43 lbs. Upon hearing this she added "Oh, I had my foot on the the scale, we stand that way all the time (foot up on scale, she demonstrated)".

Ummmm, if this was true, she should quit the airline and join Cirque du Soleil ... as she is made 100% out of elastic and can apply equal amounts of pressure consistently via her shoe. While I was watching the scene play out, and doing the math THREE TIMES in my head (108 minus 56 equals 52), she walked to two different computer stations. AMAZING, all with her foot on the scale!

I was not being belligerent (although clearly annoyed).... but I was a bit pissy. She dug her heels in and said that she knew the weight of bag when she lifted it because she has a bad back (ummm, is she a human scale, too?). I said, no, I was watching. She forcefully told me I was WRONG.

(I would like to add, I make mistakes, maybe I could be wrong... but she was clear in her tone that she is always right).

I was not asking for a refund (I had already paid my $50), but admittedly I was being snarky in my comments because I got the short end of this stick.

As I was gathering my stuff to head toward the long security line I said; "I am sorry if I am being a jerk..." To which she snapped "You are a jerk!"

Whoa???

My response? "I have never seen a (insert name of major airline known for great customer service) employee talk to a customer like that .... what is your name?"

She told me her name, and yes I wrote customer service.

I was mad as hell that she would respond by calling me a jerk (even if I was being one.... and honestly I was probably below the level of "jerk", and more at the level of "grumpy annoyed person"). My intent was never to ask for my money back or anything else. I just witnessed them not being consistent and wanted to point it out.

I shook my head, my hands were shaking with anger, and I walked away. Oh, and I "Twittered" the experience as a #fail.

I do not want anything from the airline, but this was over the top wrong. Customer Service is so important. In today's highly competitive world one employee having a bad day can kill your good will. It is easy to ruin a reputation and it takes many more positive interactions to make up for the negative ones.

The good news: two of the flight attendants that day were spectacular. They were nice, engaging, funny, caring, and delightful people to be around. I went back to the airline's customer service website and left compliments about these two employees who did make up for that one nasty person. I think we need to praise those who do a good job as much as we need to point out those who fail (heck, in today's society... maybe we need to do even more praising!)

I am human, and I blow it once in a while, too. Maybe I was being petty, and calling her our on her mistake / oversight obviously hit her in some vulnerable spot. But really, just say "thank you" to the person who apologizes for being a jerk... do not agree with them. Dang.

One more thing.....If I really was a jerk, I would have pointed out the weight of the other people's bag immediately when I noticed it and caused them to have to pay the $50, too!!!

Have A Great Day.

thom

"You Make It Very Easy To Do Business With You"

A client who has hired me to speak at a banquet recently said, "you make it very easy to do business with you".

I appreciated the compliment, as I do try to bring ease to every transaction. I enjoy my career as a speaker and consultant, and thus I am enthusiastic about all aspects my work.

However, this comment got me to thinking. I had not done anything spectacular. I simply have customized my pre-program planning to meet his schedule and specific desires. Why would a speaker, or any vendor, not make the clients unique needs a top priority?

What would your clients say? If I called them up and asked them if you were "easy to work with" how would their answers frame your services?

Have A Great Day.

thom

People Enjoy Doing Business With Those Who Love Their Work

A free day in Seattle lead me to playing tourist. I was in town to give two speeches over the following few days, but had just enough time to enjoy one of my favorite cities.

Just near the Pike Place Market, after my regular pilgrimage to the original Starbucks, I ducked into a small shop to get out of the rain (what? rain in Seattle?). The sight of wines, olive oils, vinegars, pastas, and jellies coupled with the allure of samples, made it very inviting.

While the gourmet products that they sold were great, it was the owner of the shop and her delightful disposition that made the encounter memorable. She talked to all the patrons in her store and offered up an incredible combination of tastes and information. The truffle infused honey and the dollop of 15 year old balsamic vinegar were both amazing to the palate.

I was reminded by this experience that personality, customer focus and making others feel like important and honored guests is key to success. This is not only true for the purveyor of specialty foods, but for everyone in any industry. People do business with those they know, like and trust. If you do not make an effort to connect with others they will never buy your products or services.

I could not have imagined leaving this store without buying something. I purchased a small gift of truffle salts for my wife (who is an amazing cook and loves little shops like this one!).

If you are ever in Seattle, stop in at La Buona Travola (1524 Pike Place) to get your truffled products and exceptional Italian regional specialties. Look for the owner, Rei Hanscomb.... she clearly loves what she does for a living! People enjoy doing business with those who love their work.

Have A Great Day.

thom

Some Assembly IS Required: Connecting the dots of Branding, Marketing, Sales, Business Development, PR, Social Media, Advertising, Networking, etc...

Nobody can ignore the need to establish their brand. Both individuals and companies need to take ownership of their reputations in the business community if they want to find the greatest possible levels of success.

A brand, put simply, is a promise of what customers, prospects, referral sources and others can expect from doing business with you. In good times and bad times your brand screams to the world who you are and what you do. All the little things you do impact how others think of you.

Even if you are not actively promoting a brand, your brand is promoting itself. People in your business community are always watching your actions and jumping to conclusions about you and your product or service. Even when you are having a bad day you are forging your reputation in the minds of those watching (and everyone they tell).

Some people think it is not fair that they are being judged. Too bad. Who told you life was fair? Who you are inside... your character.... really, really matters. As you are being observed all the time.

Large corporations have entire departments with dozens of "brand managers" who work tirelessly to protect and promote the image of the company. As a small business or sole proprietor, you cannot afford legions of people to manage your brand -- thus you must oversee this process all on your own.

Further more you must worry about marketing, sales, business development, public relations, social media, advertising, networking, and customer services. Each of these disciplines are bound together. Again, big companies allow them to float separately in silos, but you must put them all together in one big puzzle. Some Assembly IS Required! You cannot leave these important areas of business to chance.

Too often people want to take shortcuts in their career and then they sit on the sideline scratching their head wondering why they did not climb up the ladder as they had hoped.

Success takes a combination of skill and talent in your area of expertise in conjunction with a brand and reputation. If you are good and nobody knows you exist you are leaving money on the table. Being the best kept secret in your industry will leave you short of your potential. You must create buzz that will cause others to become active referral sources to help bring opportunities.

At the same time you must remain humble and continue to be genuine. Nobody wants to recommend a pompous ass.

Develop a "long-run strategy" where you are consistent in your efforts to do great work and still find time to get engaged in your business community so that you can establish that brand that excites other people into wanting to become part of your support team.

The best way to get a support team? Be a support team. Everyday find a way to help promote other people. Be a contributor and an active part of your community. If you want to have career success and gain higher levels of attention in your industry, do not do it behind closed doors.

Consistent work product, community involvement and collaboration is the only path to the top.

Serve. Contribute. Love. Accept. Be real.

Have A Great Day.

thom

The Thin Green Line

If you want to know about delivering value to customers, look at how restaurants and sandwich shops dole out the guacamole.

Growing up we had an avocado tree in the back yard (a perk of growing up in Los Angeles). Slices of the green delicacy and piles of guacamole were a standard with most meals. I am a fan of the stuff. I want it served with all types of food. I can think of few food items that are not made better with this along side.

Nowadays, one would think you were buying gold when ordering a side of guac. Some restaurants and sandwich shops charge up to three dollars for what amounts to a smear of green on the bread or a dollop that can hardly be tasted with the food it accompanies. A thin green line of the good stuff does not make me happy, especially when I am paying big money.

I have decided you can tell a lot about a company's attitude toward the customer by their generosity with how they serve condiments containing avocado. Big scoop, love the customer... all about value. Small scoop, not so loving.

This translates to other products and services. Sure, you are not serving guacamole with an automobile tune up, legal services, or dry cleaning (although now that I think about it, maybe they should!), but what extras are you piling on the side to make the customer feel like they are more than the person on the other side of the invoice? When they pay for your services are you going beyond expectations, or simply delivering the minimum requirement?

Just fulfilling the terms of a contract is not a way to stand out from the crowd. By telling me the avocado is $2 extra does not mean that you are really delivering $2 of value simply because I agree to pay for it. You have to make sure that you are providing that value. A hit of green color on my plate does not mean I am pleased with the results!

Going a little bit further than your customer is accustomed to expect from a company is how you forge long term relationships. Cutting corners and just doing the minimum is what makes your clients try out your competition.

I have to commend Chipolte (the burrito chain). I ordered guacamole on my burrito this week and tasted avocado in every bite. I am still amazed at the heaping scoop I got. It makes me want to go back and have another burrito when lunch time rolls around today. Heck, I think I will.

Have A Great Day.

thom

PODCAST - "Customer Service Means Success"

New Podcast On Blog Talk Radio

"Customer Service" is not just two buzz-words. It can make or break your company.

Dawn Mushill is an author, speaker, and customer service diva who shares her expertise on how to improve your relationships with your clients.

In today's "Relationship Economy" you cannot leave your customer service to chance. Listen to this podcast and make sure you are doing things right!

Click Here for Dawn's website and information about her book.

CLICK HERE to listen to the podcast.

Have A Great Day.

thom

Open Letter to American Airlines

Dear American Airlines,

I would like to inform you that I get angry every time I have to pay you extra to check a bag. I would have no problem with fees for a second checked bag (although Southwest Airlines does allow me to check two bags at no charge!), but a fee for the first piece of luggage is extortion.

Why not just make the ticket cost $15 more? Then I would only have one receipt to track, and not get so dang annoyed each time I fly with your company.

Maybe I am the only person in the world who feels this way. Maybe you don't mind that I pick Southwest Airlines first when the schedule and destination allow. But have you ever thought that that little perky upstart airline from the 1970s actually figured out the nuts and bolts of customer service, and thus there is a reason for their success? Rather than just doing everything that Delta and Continental do in lockstep, maybe you should copy the airline that is winning in this game!

Sincerely,

A Passenger

PS- I know first hand that Southwest Airlines monitors blogs and Twitter to see what people are saying about them. And they respond and show that they hear the people out there who are making noise. I know that at SWA important things from the blogospher and Twitterville get passed all the way up the chain to the management. I do not know if that happens at American Airlines.