My friend flew business class with her two-year-old son on a four and a half hour drive. Three hours into the flight of the boys became restless and noisy. My friend asked the stewardess if there onboard a coloring book or other toys.
The flight attendant went to check and returned with this answer: "Yes, we have giveaway kits on board for small children."
"May I have a request?" my friend asked.
"I'm sorry," the answer, "the children had Giveaway kits are only forFlights over five hours. "
New titles for this flight attendant? Customer Alienator. She does not know how to improve customer experience at all!
When my daughter was eight years old Brighten we were together in an attractive shopping clothing store. The shirts and pants on display were the right size and absolutely the right color for her.
A young saleswoman approached, looked at my daughter and asked: "How old is she?"
I was shocked by its aggressive tone, and answereddefensively, "Why do you want to know?"
She repeated her question. "How old is she?"
"What difference does it make?" I asked, now worried.
"We only have clothes for up to six years old," she replied with a push button, ruining any chance to improve customers.
When was the age of a customer make more sense than the fit of the clothes?
New titles for this seller? Business Buster. Ensure that every opportunity to improve customer ruined.
Aknown fast-food restaurant offers "Teen Discount Cards" to attract more young customers from 2:30 bis 6:00 clock (a slow period between lunch and dinner).
One day a young customer a long and slow-moving line to clock 05.50, and waited patiently for his turn, hoping to use his card to enhance customer. But when he was at the bar Got It 6:05 The supervisor, said his discount card was no longer valid.
The young man (and his friend) walked into the restaurant andnext door.
New titles for this oversight? Price Vaporizer. He has every opportunity to disappear to improve customer with a sale!
Vineet from India wrote about a coffee shop that gave away free hot drinks when customers filled their "frequent customer cards," but do not tell iced coffee drinks to improve customer experience. This continued until a new employee, the manager showed that the addition will not increase the cost of ice – but raises inspire customers andImprove the customer experience.
Someone should set a couple of ice cubes that managers trousers, teach him how to improve customer! And if he is wide awake, teach him this crucial point: Reduce the cost should be the last thing on your head when your reward loyal customers, the ones you want to return again and again. Going equivalent gains and generosity will be to improve customer experience.
New titles for this manager? Loyalty free.
Clancey in Dubai, his sonDenis to an ice cream for dessert. When his son entered the parking lot, the ice fell out of his cone – plop! – On the floor. The boy began to cry.
Clancey went back to the store and told the clerk what happened. The writer took a new cone, packed into a new ice cream, then she turned her head and handed it to Clancey. With a stern look and a voice Sterner, he said, "Our ice cream does not fall from the cone."
Someone should put a bullet icefinds that the clerk pants! And if he is wide awake, teach him this key point: Make your customers never feel wrong not stupid or trustworthy. This will not only do nothing to improve customer, you might lose a customer permanently with everyone they know!
New title for this writer? Eliminator enjoyment.
Instead say cheerfully with a smile on your face: "Here is a brand new cone for you. I grabbed at this time is particularly tight – just to be sure to enjoy you and your soneach lick. And thank you for coming back in. We'll see you soon! "
My friend sent his inkjet printer to the manufacturer for repair. The service center technician sent him an e-mail with the estimated costs and asked to sign it, print it and fax it to the fees for the service prior to approval for the manufacture of repair.
How could my friend Print out the e-mail when the service center had already made its printer?
New titles for these technicians: nonsense agent. His lack of sharedSense did nothing to improve customer!
My neighbor pulls white chicken eggs brown contrast, but they were hard to find in our local grocery store. After not see how it all for several weeks, she asked why the manager.
He said: "The white eggs were sold out so quickly that we trouble they had in stock. So we shall finish it."
New titles for the manager who does not seem to understand how we improve customer marketingMistake.
Two close friends enjoyed an exceptional world-class cruise. The shipping company worked hard to personalize the holiday for all on board in order to improve customers. Pre-Cruise phone calls every traveler likes and dislikes, hopes, dreams and worries about the upcoming trip identified.
On board the vessel to improve the staff saved each passenger's name, to customers. Personal preferences were rigorously collected and used to the intimacy Upgradeof service every day.
On the last morning, a questionnaire was slipped under the cabin door of my friends to ask for feedback and suggestions for improvements. The first three questions on the form were:
Your name:
Your cabin:
Today's date:
A whole cruise dedicated to impeccable personal service and an impersonal, general form at the end reminds guests that they are not really so special after all. Not a good way to improve customer!
NewTitle for the poll Specialist: Anonymity Enhancer.
I visited a coffee shop where the staff was apologetic but not willing to drink me a free coffee, even though my "Frequent Customer Card was filled" all. (Your "special promotion expired" one day before, while it took me two weeks to fill the map from a series of ten paid drinks.)
The frontline staff said they would be happy to give me the drink, but the "management" told them not to.
I was so worried about the lack ofFrontline generosity and empowerment that I avoid this brand months. You do not have better customer service experience, so I will not again for a long time.
Notes to the coffee bean counter:
1st Cost of giving away a free drink = pennies in ground beans, paper cups and hot water.
2nd Value of the lost business from an unfortunate coffee drinker = many dollars.
I shared this experience with many friends (upset customers normally do). One told me how happy he was as "someone with aBrain "gave him a free drink to customers to improve, even if the promotion had expired. Another said he got a free drink and received a cookie, too! Both promised their sales patronize them for months because of the efforts to the customer experience to improve . come
Notes to the coffee bean counter:
1st Cost of giving away a free cookie = less than a dollar.
2nd Value of repeat business from happy coffee drinkers = endless.
3rd Value of positive word-of-mouth = you can notto buy ever as credible and powerful support.
If the purpose is to promote repeat business, promotion, why even have an expiration date? Who cares if customers buy their drinks, as long as they buy and drink and drink and keep buying?
New name for this out-of-date coffee bean counters: Profit Reduction Specialists. You clearly have no idea how to improve customer experience.
Key Learning Points
Each company has procedures, policies, products,Packaging, price, courses and promotions. But people hold the ultimate key to improving the customer, loyalty and joy.
One Smart Cookie is a bureaucratic beats a full house to improve customer experience. Give your customers a positive pleasure, not troublesome problems. They will return and reward you for it.
Action Steps
The next time your customer is the stupidity of a policy that makes no sense, or the absurdity of a procedure that does not work if the personWho can and does make a difference to improve the customer experience.
Speak up! Stand out! Champion your customers' lead. Take a stand for common sense in your organization to improve customer. Be the stir the pot. Remember, your company pot (not the policy manual) fills your bowl every morning.
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