* Wake-up, Brain it's Monday again!
Brought to you by the Innovation Network
http://www.thinksmart.com

** For your free, weekly brain wake-up message, send this request:
TO: majordomo@thinksmart.com
Message: Subscribe wake-up

Good Morning Thinkers!
Archive: August 21, 2000

Let's Zig!

This talk about customer service (or lack thereof) has really been fun. My personal take-away comes from Dan Heck's story about Zig Ziglar (below). While I think I've become a pretty patient customer, when something goes wrong I'm sure I let my body language speak for me. Next time something goes wrong in a customer situation, I'm going to try to "Zig!" Hope you enjoy the rest of these responses as much as I did.
--Joyce Wycoff

From: Heck Dan-ADH011, Dan.Heck@motorola.com
Please don't lash yourself, Joyce! Your dedication to this forum is naturally going to result in some misses; if not, you're probably not swinging the bat enough! And besides, the noodles may not taste as good!

So much of customer service is our own, and often misplaced, expectations. Zig Ziglar is the master of optimism and I have a quick story to share with you about teaching his class, "Born to Win". During one of the modules, Zig shares a story about waiting to in the ticket line to check in for his home bound flight. "I'm sorry, Mr. Ziglar, your flight has been cancelled." "Fantastic!" was Zig's reply, shocking the agent and causing some stares.

"But, Mr. Ziglar, I just told you that your plane was cancelled!?" "I know," replied this unique passenger, "and I figure it's cancelled because the pilot is ill, or the plane has problems. So I'm very grateful under those conditions to be down here rather than up there!" And I have many tasks with me that can help me deal with the delay most productively. (maybe his enthusiasm would have be checked today with United's problems...)

That's not the funny part. The very next day, three of my participants were in line together in LA to check in for their flight back to Phoenix.

"I'm sorry. Your flight has been cancelled!"

What could they do? They turned to each other and shouted, "Fantastic!," had a great laugh - and a huge lesson in attitude.

So, are you taking $2 off on those noodles?

Some thoughts on the foundation of customer service:

From: Tom Asacker, toma@hfactor.com
The solution to the "service" problem is to restate it. No one should be in a "customer service position". Nor should we provide "customer service". The description is too wishy-washy; non-descript. Instead, all of our jobs should be designed to provide exceptional experiences and positive feelings for our customers. Then there is no debate as to whether or not we have failed in our roles

P.S. The same goes for our interaction with our coworkers!!! It's all about "feelings".

From: Kees Schuur, ksc@STOAS.NL
The real problem is that we are applying/improving a part of organisation from the industrial age in the information age. In the industrial age we sold a product which was sold to us with certain specifications, for instance a car with guarantee and where we have paid for the service (at least most of us thought so...). Time was running slowly so the product kept its value and was still meeting (most of our) our expectations even after 10 years.In the information age time is accelerating and the computer we buy is already outdated within a year. 10 years is already ages ago and try to get customer service for MS-DOS or Wordstar... Another issue is that it is the age of information, networks and community building. Most of the answers can already be found on the internet and the fastest way to get an answer is to use the network. Communities do approach problems together. It is the time where "customer"-service should be seen differently. Who is the customer? and who is the supplier? By asking a question I am supplying the company with information and actually they are my customer. But I would rather supply this information in the community which I trust and where we support each other. By doing so we will all learn and improve the setting of our environment. If I had (the money for) an old car I would surely get in contact with one of the hobby clubs, where they can give me most likely more and more enthusiastic support.

From: Mary Anne Lindskog, mlindsk@emory.edu
It's OK, Joyce--what a valuable lesson your "mistake" has led to, for all of us. Your fixing it reminds us that "it's not where you start, it's where you finish," and that making errors is not a problem unless we fail to remedy them.

Thanks for a grand illustration!

Ideas for better customer service:

From: Deb Stone - OP&TX, DStone@mail.maricopa.gov
Here is an idea for Joyce's question about what to do with all of the negative customer service stories.

It happens all of the time. People get excited about telling war stories (customer service or otherwise) but dry up when asked how to provide good service. How about using the technique called "double reversal"? In this method, the users take off with the negative experience in their organization - brainstorm all of the ways that they could ensure this type poor service continues in their organization. (They will think you are crazy when you first suggest this!) People get excited coming up with far out examples like - never return calls, watch TV at the reception desk, throw mail in trash unopened, etc.

After all of the laughing and brainstorming has slowed down (and believe me, you'll get long lists!), you pull the double reversal. Divide the lists you've generated into small groups and ask them to come up with the reverse action for each of the items on the list. At the end of the session, you'll have some really great lists of suggestions that you can implement. Most are common sense, some may be really innovative! The best thing is it comes from your employees - who may have been the biggest offenders or skeptics! Try it!

From: "Simpson, Karen F (Karen)", kasimpson@lucent.com
Having started and spent several years in the retail sector (a variety of products) I've often said that we should have a "draft" where people were required to work in some store before getting the right to drive, drink or vote. While that obviously wouldn't work here is an idea I think just might.

At about the age when kids are old enough to work without violating child labor laws there should be a required for credit course in school (I assume it would be high school) where the kids had to work in a business and interact with the public for a semester - preferably to one that includes the December holiday period. The classroom preparation would be developed on the Disney or Stew Leonard principles and the grade would be based on customer reaction and supervisor observation. Failure would be ensured if any of the behaviors we can't stand as told in our stories were exhibited.

Maybe we should think about teaching customer behavior as well - we could call it "How to get good service." I can't tell you how many people who have worked for me could so easily slip into "righteous indignation" over some customer behavior - inappropriately by my standards. Much to the chagrin of those in my employ my motto was the customer is always right even if s/he is smelly, dirty, lying nasty, mean and obnoxious. It might take a few years but I suspect there might be some improvement in behavior on the part of customers also.

Maybe we should gather stories about when we were rotten customers with an eye to what would have turned us around?!?!?

From: Karen Jensen, kkjensen@novell.com
I work as a Manager of Customer Relations in a customer service organization. We do a customer survey frequently and when customers rate and comment favorably on a technician we give them pat-on-the-back recognitions ......since we only started this, they are in the form of a "thank you" memo addressed to them and to their manager and the manager's manager so that recognition takes place. The responses I get from the technician's is "You made my day." "Thanks for letting me know what the customers think of my service. I will strive to be even better." For those who are not receiving emails regularly, they are feeling left out and wanting to know what they need to do differently to please the customer. Our customer service stats are improving daily. I would, however, like to initiate something different...perhaps in the way of a monthly award to the one who gets the most positive remarks, but other than movie tickets, dinner tickets, etc, am having a difficult time thinking of inexpensive ways to recognize. Therefore, I am requesting any help you can give. I believe the more we recognize good service the better it gets. Giving negative feedback can only go so far for improvement. What everyone needs is to know they are appreciated.

From: "Leicht, Gail", gleicht@FTIConsulting.com
Personally, I would like to hear the stories, that is -- as long as they're entertaining.

We could suggest that Consumer Reports Magazine devote one page to these anecdotes. They currently do something like that, when a company does misleading advertising (last page). Some of them are very funny. And I believe the good or bad publicity could inspire some of these companies to improve.

I have two GOOD customer service stories and BOTH are about Continental Airlines.....

1) I once got a voicemail message from a customer service agent at Continental Airlines to whom I had written a complaint. Not only did she take the time to leave me a voicemail message back, but when I called her back, I got HER voicemail! Then, we finally reached each other. Too often, customer service departments give you an 800 # to call, instead of a direct dial, and you get a different person every time. There is no consistency or accountability.

2) I recently fell short of the miles I needed to take an international trip using frequent flyer miles. The agent at Continental said she would just give them to me.

From: Yasmin Anderson, YAZZZ1@aol.com
Our agency has decided to recognize good customer service through a program called "Caught in the Act". Anyone may submit details of good customer service that was demonstrated by a fellow employee. the stories are printed in the biweekly employee newsletter along with a picture of the employee. this helps reinforce the agency's customer service mission and boost employee morale.

From: Malinda Y. Long, mlong@cbs-companies.com
Without scratching the surface too deeply, I believe that a service industry could use two-- even three-- cliches in a positive way to promote customer service repair. While many professionals might look down on cliches, they're easy to remember and apply.

(1) "We're all human." Being human means that we're all different and all capable of mistakes; we sometimes have bad days and feel less than 100%. Employees should be able to "turn each other in" for exceeding general service with a difficult customer/problem. For instance, at my client companies I have instituted appreciation certificates that affect compensation at review time. The certificates say, "(Employee Name) was caught red-handed..." and then on the next line it says, "doing something great!"

(2) "Choose your attitude." Part of one's performance should include maintaining and promoting a positive attitude. Employees should be expected to overcome the obstacles that threaten to ruin that good attitude. There should be immediate and appropriate rewards for doing so... whether it's done with certificates, employee-of-the-month awards, or Joyce's gold stars.

Finally, I suggest that consumers look in the mirror. We have many examples of how customer service has become horrible. Perhaps we should consider that customer service professionals are expected to satisfy an overscheduled, short-tempered American public all the time.

Customer service industries have become an easy mark for a commentary on our society at large. We all hear complaints of society's lack of manners, road rage, etc. I imagine that if every person remembered that "we're all human" and chose a positive attitude, there would be a significant improvement. Short of breaking out a Coke and teaching the world to sing, I'll close with one final cliche: "Can't we all just get along?"

From: Tim Richardson, TDRich@aol.com
As a society, I think we are quick to point out bad service. We may only point it out to a friend or family member or we may point it out to the organization if the service is REALLY bad. I think one of the best ways we can see improvements in customer service is to make sure that the great examples are acknowledged. The person delivering the service should hear about it directly from us and we should tell the highest level manager, executive, owner, etc. we can find. Look for GREAT service as it does exist. Make a big deal out of it. It is far more impactful than some might think.

Being a better customer:

From: Lincoln Cobb, lcobb@energyabsorption.com
In general: Acknowledgment!

Specifically:

1) Say "Thank you!" to the provider of good service, and remember her/his name.

2) Send a note of acknowledgement to the manager of the department where you received good service, praising the employee who was so helpful, and noting particularly that the employee's great performance clearly reflects on the high quality of her/his manager.

3) Send a note of acknowledgement to the company president, mentioning the good employee by name, and declaring that such great service has a strong influence on your repeat business.

4) Tell friends about the business where you received great service, suggest that they do business there, and that they ask specifically for the individual who served you. Ask your friends to let that individual know that they chose to do business with that company because of the great service he/she gave to another. Even if that individual is not on duty when your friends drop in, the very fact that a new customer comes in and says "Jane Williams provided wonderful service to a friend of mine, and I want to do business with a company with employees like her!" will buttress that company's commitment to service.

5) Do business where your friends say they received good service. When you visit those companies, follow the guidelines in 4).

Another way of looking at this is: Be a great customer!

From: "Mcclanahan, Kathleen ", MCCL235@LNI.WA.GOV
Something that every one of us can do every time we are provided any type of service is to slow down, look the service provider in the eyes, smile, speak to them if possible, to let them know that they are seen. I believe bad service is born out of frustration at not being recognized and appreciated.

From: David Kern, nutbits@club-internet.fr
It might be good if the customers started off by being extremely nice to the service people instead of automatically expecting service people to be nice to them. Stop being in a rush. Talk to the guy. Call him by name. Give generous tips even if the service was bad. If somebody makes a mistake and eats your pizza, be even more nice than usual. You might make a friend. The usual cheezy smile you get might transform into a sincere one.

Discussing the value of complaints:

From: Cathy Bolger, Dancechamp@aol.com
In her chapter on the Power of Negative Thinking, Barbara Sher writes in Wishcraft: "But we can recognize and honor the need to complain..." Maybe some complaining about poor customer service is good for us, especially if it leads to change.

From: Robert_J_Jr_Jones@rl.gov
Well, we still want to read the horror stories, then we will know how good we really have it.

From: Michael Owens, mhowens@inetport.com
Excellent choice! Great customer service in dropping this topic. Probably even better customer service to let everyone (in the Northern) hemisphere get the dog days of summer grumps off their chests.

I am not an official list member but I like to say positive things to people and be encouraging especially when this rarely happens which is not the case with the wonderful folks on your list.

From: "Garn, Jeff", jgarn@moen.com
I for one, can learn from a bad example as well as a good one, so I say bring on the BIG BAD VOODOO examples....Let's be brave and face reality at point blank range.... no euphemisms for us, no sir,we call a problem by it's real and first name : a problem. We don't fool ourselves by calling them "opportunities" and such... So, let's show some innovative balance and learn from the good , the bad, and the ugly. It's part of life, let's deal with it!!

And a handful of great stories:

From: Chris Ramey, cramey@design-guild.com
Last Monday, an associate and I were invited to dinner by two individuals flying in from NYC. We were to meet at the Blue Point Restaurant (this is the hottest restaurant in Atlanta - packed even on a Monday night). Because of airplane delays, the reservations were moved from 6:30 to 7:30, then to 8:15, then to 9:00. My experience is that most restaurants of this ilk would have either made us wait longer as a penalty (just because they could), or told us that they were just too busy to handle us.

The exact opposite occurred. We were seated immediately. A few seconds after sitting down, the manager came over and said that we must have had a terrible evening (actually two of us were in the bar sipping wine). Because of what he perceived to have been a difficult evening for our traveling hosts, he said the appetizers were on the house. Furthermore, he doubled the size of the appetizers. Before we had ordered our entre we were already full.

This was an excellent example of focusing on the customers needs, and not inwardly at your own problems.

From: "Nester, M R", Melvin.Nester@West.Boeing.com
Your pizza story reminds me of the night that a local pizzeria got so backlogged on orders (both take-out and in-house) that they became hopelessly confused and unable to get the right pizza to the right customer in any reasonable time.

The manager's response? For any customer who patiently waited (nearly an hour for me), they gave them away! We still go there, and the situation has never repeated. And yes, they are still the busiest in town.

From: max dumais, dumaism_2001@yahoo.com.au
On the other hand, having just spent a wonderful fortnight in Ireland. I arrived the first night and couldn't find the B&B, so ended up in a hotel.

"How much for a bed for the night?" " 63 Pounds" Since it was 11.30 and I was homeless in Dublin, who could afford to argue!

"Will you be wanting an Irish Breakfast (two eggs, bacon, sausages, black and white pudding, tomato and toast)?"

" That would be great"

"Well then, let's make it 50" (This story is absolutely true - so help me God - and I knew at least I was in the right country, if not the right hotel)