We received a ton of feedback after a recent post we did on customer service so it has been our goal to start a regular series on the
good, the bad, and the ugly of customer relations in our daily lives. Our number one goal is not to bash any person or business, but to get people to understand what they’re doing correctly…and what they are doing incorrectly.
So let’s begin this journey by asking you what you look for in a customer service experience. What’s the one thing that turns you ON to a business and what’s the main thing that turns you OFF to a business? It could be a winery, a restaurant, or some other hospitality related business…we’re curious! We hope to have this lead to numerous other ideas/ topics we can write about here…so let us know and let’s keep business names out of this for now. Cheers!
Wine Marketing: We’ve Got Something On Our Minds (hootnannieblog.com)
Do Your Wine Marketin Tactics Stink (hootnannieblog.com)
Reliable consistent service. I will go out of my way to visit one particular coffee shop even though there are others closer to me because the staff is always pleasant, quick and correct with our orders. If it’s an online business I need them to have a current online stock – if it’s out of stock, say so before I order, not after and don’t make excuses when you can’t ship within your specified time. There are plenty of other businesses where I can spend my money.
Love your example about the coffee shop Inky…many of us have that kind of story and it really should be a learning lesson for all businesses. If a consumer is willing to go out of their way rather than always search for convenience, customer service has to be a priority…yet sooooo many still get it wrong. In 2012 we really shouldn’t be having this conversation anymore, but here we are!! Thanks girl, Happy Friday!!
I love when a business pays attention to detail and observes what the customer is experiencing and adjusts accordingly.
For example, Starbucks is really good at making a drink customized to the way the customer wants it. If the drink does not turn out the way the customer expected, Starbucks will remake the drink with no hesitation and do it until it is right.
From my own experience working at Starbucks, sometimes a customer wont say anything but I try to observe their reaction when they taste the drink. If I can pick up that something isn’t right before they have to say something…wow that makes their day.
Great point Gina…Annie and I were just at a Starbucks yesterday morning and one thing we were talking about is how they have it down to a science. It’s a system they have put in place with customer service being at the forefront of that system. They are a good example of a large company that has been able to maintain quality for the most part…and I like that you are being that observant, most people are not…as you know!! Cheers to you!!
Consistency, reliability, familiarity (especially when you’re a regular customer), and good management. It all matters, no matter how young, old, experienced, educated (or not) the “employees” are or what the business is.
But take notice of how both of the above people’s comments specifically refer to COFFEE, and particularly, Starbucks, as an example of “good customer service” and “consistency”.
Once again, GREAT BLOG, great point and excellent information to share.
;D xoMomo
Cheers Mo, and thanks. Love all the adjectives you used, all very important, I couldn’t agree more. Hope to have this lead to a lot of positive conversation and hopefully there are businesses out there paying attention…the goal is to learn and get better!! Cheers!
I agree with all the above! Would add clean inside an outside their establishment, especially the bathrooms. Great post, Thank You!
You rock Denise, and I totally agree…cleanliness is a definite must. It can make or break a place of business!! Cheers and have a great weekend!!