Dear Employee, let’s check your customer service knowledge

I bought this new grill recently. I love the grill. I feel like the king when standing in front of it! It’s a guy thing. (Although some women I know have been arguing the guy thing with me).   The grill has one small problem. Okay, it’s not exactly a small problem.     Enjoy the customer service test that follows. It is based on a recent experience.   Customer calls manufacturer to share with you that the handle on this grill cover/lid gets burning hot. You: Tell them to use an oven mitt to open the cover Check to see if there is a recall or defect regarding this product Tell the customer there is nothing noted about this product Take the customers name and information (if you chose 2,3 or 4 you are wrong)   Customer asks you if there is a plastic/rubber part he can buy; one that wraps around the handle like …

Employees Having Fun Screaming at Customers: Welcome To Moe’s!

How does your business welcome customers? Do they scream at people? Does your approach stand out?   Moe’s Southwest Grill is an assembly line type Southwest Fare restaurant. When you walk in to Moe’s you’ll get a big shout out by the staff:   Welcome to Moe’s!!     Or not. On my last two visits there I tried to figure out the rhyme or reason as to when the staff offers this fun greeting. Is it when they’re busy; hoping people won’t see the line and walk out the door as fast as they walked in the door? Screaming “Welcome” just might be the new guilt Is it when they’re not busy assembling a Homewrecker Burrito and have a few moments to have fun? Is it when someone behind the assembly line notices patrons have walked through the door? Does it depend on the staff members who are working that shift …

You could have still had my business. Could have.

A while back I was considering taking acting classes. It was a series of 8 classes. Due to travel commitments I wasn’t sure if it would be fair to the other students if I could not be there for all eight. I sent an email to the instructor about my concerns. No response. Since I had learned about the classes on a Facebook page where the instructor and I are both fans I sent a Facebook message to the instructor. No response. I left a message with the studio where the lessons were being offered; asking for the instructor to get back to me. I’ll let you guess the result of that approach. Two weeks ago I ran into an old friend who happened to be performing in a short play taught by the instructor. He had nothing but great things to say about her. I happened to mention to him I …

Thursday is Recess At Work Day

The last Thursday in November might be Thanksgiving, but the 3rd Thursday every June is something much more important! It’s a day to boost employee morale It’s a day to celebrate organization success It’s a day to engage in some creativity or team building work It’s a day to thank your employees, co-workers, or volunteers It’s a day to continue to improve the Employee and Customer experience It’s a day to continue or to begin an employee experience initiative It’s………………..   Recess: A break from the norm; the temporary cessation of the customary activities of an engagement occupation or pursuit   Take a break from the norm this Thursday. For ideas and more things to do visit the Recess At Work Day website.

Why does The Greeter look so bored and unhappy?

They’ve popped up everywhere in the last ten years……..The Greeter. They have them at the bank, retailers, hospitals, and meetings/events. In concept I like the idea – except of course when you’re in a line thinking to yourself that person who is smiling and saying hello could actually be moving this line along and getting me on my merry way. I think the Greeter should be called The Player or The Funner. Or heck, the RECESSitator! For example, last night I walked into a Brookstone store. There he was, The Greeter. Brookstone has some cool gadgets and toys. Why isn’t The Greeter playing with one of the products? Asking me to play too? And then there’s the bank. Some banks now offer coffee and cookies to their customers. What if The Greeter was wearing a white glove, had a towel over his or her arm and had some of those cookies …

It’s so easy to keep a customer. It’s even easier to lose one.

I waited in line for close to 5 minutes while you tried to find change of a $100 bill for the customer in front of me. You were running from register to register to back room looking for money. You finally come back and give this person his change. You now are looking down at the register; doing who knows what. This went on for 30 seconds. Not a long time some would say. All you had to do was acknowledge my presence. You did not. I walked out. I probably won’t be back. I really didn’t need to dunk one of your donuts anyway.   Free training tip that really shouldn’t have to be shared: Train your employees to say hello, tell a customer they’ll be right with them, or even make a snarky comment about a mess they’re trying to recover from. It will go a long way to retain a …

Spend less time with the same old and more time clowning around!

Who is your mentor? Who do you learn from? Who are the people you turn to when you need to solve a problem; whether it be a biz idea or a personal challenge? Do you invest in yourself regularly? More and more people have shared they hire me because I offer something different. Their meetings and conferences need to play a little more; to include some fun and playful approaches to employee happiness, the employee experience, and the customer experience. That PowerPoint charts of data no one cares about and scientific theory that makes you want to puke needs to be balanced with experiential learning. We might use clay to design/improve a product or hold a “discussion” to create better experiences without ever uttering a single word – but laugh uncontrollably. As I work to grow One Less Meal, Inc operators of The Double D Diner: The World’s Only Virtual Diner Fighting Hunger I too have turned less to people with traditional …

Help! The FISH went Belly Up!

As more and more companies are understanding the importance of and critical need to address Employee Happiness there are some that have been doing it for quite some time. One of the approaches companies have taken over the years has been to employ the FISH philosophy. If you’ve not read the book, you should. Of course, after you read Diary of the Happiest Employee On Earth (check out the low Kindle Price being offered thru Recess At Work Day on June 21st. (Now how was that for a bunch of references and self promotion?) Anyway the 4 Principles of FISH are: Play Make Their Day Be Present Choose Your Attitude But what happens when the FISH goes belly up? Got two emails in the past week from newsletter subscribers and clients with employee morale committees who have adopted FISH. Both emailed me looking for ideas. Both shared that their FISH committee …