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Will You Add? - So What The Heck Is Customer Service - Not This
Will cubicles be a distant memory for today’s workforce? Will the expense of office space and the tremendous burden of employee benefits be a thing of the past for modern day businesses?The reality is, for thousands of people, this change has already occurred. Internet based 'Service Auctions' now abound where businesses can post their ongoing jobs or one-time projects to a global market of freelance professionals, a.k.a. - 'Service Providers'.The service providers then bid on the work, adorn the bid with their 'pitch' and online portfolio and voila! What commonly takes weeks to accomplish and thousands of dollars in payroll and advertising revenue... can take a business as little as
At this point I call the restaurant and talk to the "Assistant Manager." He tells me to bring it on back and they'll
Without question, the self-storage industry is still the most profitable real-estate investment around. Start-up and overhead costs are low allowing you to recoup initial expenses start making money sooner. Factor in the special tax breaks available, appreciation of your self-storage facility, and the expandability of quality steel buildings and you have a winning enterprise nearly every time.There is room for you in the self-storage industryOnly 6% of the population is currently utilizing self-storage and the trend is growing. Baby-boomers are retiring, down-sizing, and finding they have more things than space. In fact, as a nation we continue to engage in rampant consumerism, accumu
To help illustrate what we all go through every day, I'm going to share with you a story about a recent experience I had with a franchisee of a company we're all familiar with, McDonald's. On this particular evening I went to the drive-thru and ordered the following: Two double cheeseburger's with no onions. A quarter pounder with cheese, hold the slivered onions, but add the minced onions. A small order of fries. A few minutes later I was making the seven minute drive back to my home. No, I did not fully check the order before driving off. I did look into the bag to make sure the count was right. When I was taking the order out of the bag, I noticed the fries cold and limp. The double cheeseburger's not only had the minced onions, but slivered onions too. And finally my quarter pounder with cheese (that by the way I was craving all day) did not have minced onions but what seemed to be twice the normal amount of slivered onions!
Now you're probably thinking a couple of things. One, you should have checked the order before you left and two, just scrape off the onions and live with it. Yes, you're probably right, but I wasn't going to open every burger and check the condiments right there in the drive-thru lane, and heck, my fries were not only cold, but limp too! And you wouldn't be getting this valuable lesson on customer service and what not to do.
At this point I call the restaurant and talk to the "Assistant Manager." He tells me to bring it on back and they'll
Most marketing people think of newsletters as quaint old things, like handwritten letters or mimeograph machines. While marketing is not immune to fads, newsletters are an absolute evergreen. After all, how can direct communication with your customers ever be a bad thing? And if you do it right, your customers will actually look forward to hearing from you!One reason newsletters are so hot is that no one is doing them. Some marketers may think they're hopelessly old school. Others may have tried to do them and failed (they're harder than they look). And still others are so buried under the avalanche of everyday emergencies that doing something as benign and friendly as a newsletter sounds al
To help illustrate what we all go through every day, I'm going to share with you a story about a recent experience I had with a franchisee of a company we're all familiar with, McDonald's. On this particular evening I went to the drive-thru and ordered the following: Two double cheeseburger's with no onions. A quarter pounder with cheese, hold the slivered onions, but add the minced onions. A small order of fries. A few minutes later I was making the seven minute drive back to my home. No, I did not fully check the order before driving off. I did look into the bag to make sure the count was right. When I was taking the order out of the bag, I noticed the fries cold and limp. The double cheeseburger's not only had the minced onions, but slivered onions too. And finally my quarter pounder with cheese (that by the way I was craving all day) did not have minced onions but what seemed to be twice the normal amount of slivered onions!
Now you're probably thinking a couple of things. One, you should have checked the order before you left and two, just scrape off the onions and live with it. Yes, you're probably right, but I wasn't going to open every burger and check the condiments right there in the drive-thru lane, and heck, my fries were not only cold, but limp too! And you wouldn't be getting this valuable lesson on customer service and what not to do.
At this point I call the restaurant and talk to the "Assistant Manager." He tells me to bring it on back and they'll
Are you getting the proper return on investment of your advertising dollar? Do you feel that your marketing dollars and advertising expenditures are getting the results that you want? How do you track your advertising and marketing dollar expenses? Do you survey customers to make sure how they learned about your products or services?Have you considered the ratio of advertising dollars to new customers? Are you sure that your advertising dollar delivery is sending the proper message to your target market and potential customers? What methods do you have a place for tracking advertising and marketing dollars? Do you have a sophisticated system or are you relying on the data that the last
Now you're probably thinking a couple of things. One, you should have checked the order before you left and two, just scrape off the onions and live with it. Yes, you're probably right, but I wasn't going to open every burger and check the condiments right there in the drive-thru lane, and heck, my fries were not only cold, but limp too! And you wouldn't be getting this valuable lesson on customer service and what not to do.
At this point I call the restaurant and talk to the "Assistant Manager." He tells me to bring it on back and they'll
In today's workforce there is a new phenomenon happening - there are four distinct generations that are out there working together. What does this mean for your cleaning company? Each generation is unique, which means they bring different attitudes and opinions to their job. This affects you in everything from recruiting to solving conflicts to motivating your cleaning company employees.To understand what motivates each group, it is important to take a step back and look at their values in general:The Traditionalists or veterans group were born before 1946 and are now 60 years or older. This is a postwar generation and their nature is to be loyal to a single employer and they expect t
Now you're probably thinking a couple of things. One, you should have checked the order before you left and two, just scrape off the onions and live with it. Yes, you're probably right, but I wasn't going to open every burger and check the condiments right there in the drive-thru lane, and heck, my fries were not only cold, but limp too! And you wouldn't be getting this valuable lesson on customer service and what not to do.
At this point I call the restaurant and talk to the "Assistant Manager." He tells me to bring it on back and they'll
How much does it cost you to ship the empty space in your boxes? Do you know the difference between dimensional weight and oversize fees that FedEx, UPS and DHL charge their customers? At what point is it less expensive to use a freight carrier instead of FedEx, UPS or DHL? Most importantly, do you know how to save money on your shipping expense by making good packaging decisions? The answers to these questions and more make up the body of this article.Oversize charges only apply to ground shipments and dimensional weight adjustments only apply to air shipments. Let’s say you are shipping a 20 pound, 30 x 30 x 30 inch box from New Orleans to Los Angeles via UPS ground. Your cost would
At this point I call the restaurant and talk to the "Assistant Manager." He tells me to bring it on back and they'll re-make the order. About seven minutes later I'm back at McDonald's and I show the "Assistant Manager" my recept which clearly states my order. He is going to take care of re-making this himself. About five minutes later, the order is ready. It's all bagged nicely and ready to go, no, I did not open every burger to check the condiments, but I did make the point of specifically ask the "Assistant Manager" and he assured me that everything was correct. This err in judgement may come back to haunt me.
I know this story is a little long, but it will payoff in the end. So, I make the seven minute drive back to my home. I start taking everything out of the bag; The fries are warm and crisp. The double cheeseburgers do not have onions. The quarter pounder with cheese... has the freakin' slivered onions!
Yes, yes, I know. Just scrape them off. It's not that big of a deal. It's a principle thing for me now. I call the restaurant and speak with another "Assistant Manager" as the person I was originally dealing with has left for the evening. I explain everything I have been through, and quite calmly I might add. His response; "Bring it back and we'll re-make the order."
Hmmm. I think I've already done that. I let this person know that I've already been back. I'm not going to do that again. "Well then, what do you want sir?" I'd like to get what I ordered, twice now I might add. "If you bring it in, we'll re-make it for you..." I'm not driving back there. "Then I c
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