Do these two people work for the same company?
When I walk into this establishment:
- She is always smiling and friendly.
- He (most of the time) seems disturbed, frazzled and angry.
When I go to the window to perform a transaction:
- He is trying to figure out how to charge me more for their goods and services.
- She tries to find ways for me to save money; perhaps in hopes of me using their service more often.
How they handle rules and regulations
- He is policy driven.
- She knows when rules and policies need to be overlooked.
How they treat regular customers:
- When I deal with him he tries to up-sell me to more products/services. He does this every time.
- She knows that I know what is available to me. She offers to up-sell me occasionally; and usually only when he is around.
When I question the charges for a product/service:
- She researches it and shows me the documentation. Sometimes she is right. Sometimes I am right. I better understand what I am paying for. She better understands why she had to charge me rather than just telling me “that’s what it costs.” She always offers solutions to help me save in the future.
- He gets defensive and just gives me a refund; which might be why he seems disturbed, frazzled and angry when I walk through the doors. I don’t want a refund when you are right; I just want to understand. I do want one when you are wrong however.
The way they do business:
- She is customer service driven. When she shows me ways to save money by using their service I spend more money at their business. And without a doubt over the years they are my preferred delivery service.
- He is revenue driven. When he “screws” me I start looking at my options; and in some cases use them even if it costs me more. (I know; Stupid Rich!)
The sad news is that she is being transferred to another branch of this company; which means I may have to start looking at my options. He will still be there. Now don’t get me wrong I like the guy; I just sometimes question if he “gets it.”
This could be any company anywhere. It is definitely two I am scheduled to go play/work with over the next few weeks. There are those who believe that customer service brings people back over and over and there are those who believe that getting people to spend a bit more all of the time will build customer loyalty. I guess it’s a good thing we have both types of people – or in this case a boss and an employee. Over the years I have done more business with them because of her; because of her attitude when I walk through the doors; because she seems to actually care about me. She knows she is there to serve me. I believe she even puts me ahead of the company.
So here is the most important thing………………………….
The Customer Experience:
- When she is at the window I laugh, smile and take any opportunity to chit-chat for a few moments.
- When he is at the window I can’t wait to get the hell out of there.
