September 21, 2013
If The Bay’s Customer Service strategy is demonstrated by this Moment, they are in DEEP trouble with the entry of a company that “lives” the Serving Ethic.
Here’s the conversation (1-Way) with The Bay sales clerk my wife had recently.
“We can’t sell you that ($20 item) because it doesn’t have a bar code on it.”
Apparently the tag with the code was somehow removed from the garment. I suspect this occurs at least a few times a day, and it flabbergasts me why they don’t have a procedure in place to accommodate the customer and avoid the frustration.
“Go back to the rack and find one with a tag. I can’t leave my till.”
My wife was sent back (no PLEASE in the order) to the rack to try and find the same garment WITH a barcode tag on it. I guess serving a customer was not on the Clerk’s job description.
The illusive garment was not to be found on the rack.
The supervisor was called and again reiterated that their policy was not to sell anything without a code on it. Tracking inventory is more important than making a sale. But if no sale is made, is there any inventory to track? Hmmmmm..
Bay investors take note.
My wife persevered to ‘beg’ for the purchase.
15 minutes later a solution was found (the supervisor actually came up with this herself!): find a garment with the same price point and use THAT barcode to complete the sale to my wife.
OMG! The Inventory Chief will be displeased.
Problem solved. Sale made. Customer Moment painful. Bad service experience gets shared.
I wonder if The Bay is watching Twitter.
Welcome Nordstrom’s to Vancouver. Please come soon….
September 16, 2013
Richard Branson in his book ”Screw Business as Usual” talks about taking customers on a Great Adventure as a Prime Directive for an organization.
I couldn’t agree more.
He also describes the elements you need to have in place:
- have fun
- attack by being different
- empowered frontline people
- customer service ( I would call it a “Serving Customers” culture)
- second impressions (in my world this is about delivery and execution)
FUN, BE DiFFERENT, EMPOWERMENT, SERVING, EXECUTION
The fuel for a Great Adventure
The requirements for survival.
September 14, 2013
I re-applied for service with our local Natural Gas Company the other day.
We sold our house 1 1/2 years ago and have been renting during the construction of our new home.
Our home is now ready and I needed to arrange for all the necessary services.
I was told that I had to pay a Security deposit as a condition of my application for service since I had not been their customer for a period of time.
As a result they needed to treat me as a NEW customer. Apparently I entered the realm of the “dubious not-to-be -trusted person.
Amazing what a brief hiatus will cause.
I get why they feel they need to mitigate their risk for new customers.
But I am NOT a new customer.
I guess their records are insufficient or non-existent.
OR, they choose to ignore the fact that I have been a steller customer of theirs for a LONG time.
If they were on the ball they would check me out and find that I have been a customer of theirs for at least 20 years and over that period of time have paid them well over $50,000.
Never missed a payment. Always paid on time.
Yup, I am a real risk.
This “Customer Moment” did not go well for them.
September 9, 2013
Today, people are looking for the “Hail Mary” play to succeed.
The Silver Bullet.
The ONE Colossal Move that will do it all.
This is as rare as the Flightless Cormorant in Galapagos.
The “Secret” to success isn’t really a secret at all.
It’s pretty simple really.
Success has less to do with the IDEA and more to do with what you do to bring the idea to life.
Turning the idea into a “Crude Deed.”
Blocking and tackling in the trenches where the complications and pain exists.
A “Brilliant Idea” is only good when seen in retrospect.
When the results of the idea can be observed and judged as “brilliant”.
And THIS is only achieved by flawless EXECUTION of the idea.
The Brilliant Idea doesn’t exist in the mind where it is judged to be theoretically unique.
Rather, it is PROVEN to be Brilliant through blood, sweat and tears.
Want to succeed? Create an IMPERFECT Idea and pour your heart and soul into DOING something with it.
“Ship” lots of imperfection, perfectly.